Frequently Asked Questions | Premium Outlet for Kids
Here are the answers to your frequently asked questions about ordering online at pokfashion.com, your premium fashion outlet for kids. Have a question that isn't addressed here? Please contact us so we can help: email email@example.com or call 1 844 884 5453.
- Are the items POK sells authentic?
P.O.K. is part of the Diffusyon 88 Inc. family—a company with a proud, decades-long history in import and distribution of luxury brands—P.O.K. retails only authentic designer goods.
- Do I need an account to make a purchase?
P.O.K. offers you the option to checkout as a guest, in which case the creation of an account is not necessary.
- I saw something great on P.O.K., but now it’s gone. Will you sell it again?
P.O.K. is an outlet retailer. We offer a unique mix of limited-stock items that you will likely not find anywhere else at these prices. We cannot order additional stock of sold out items. If you love something, please don't hesitate too long or it may be gone.
- Can I order over the phone?
P.O.K. cannot accept phone orders, however, we would be happy to help guide you through the ordering process. For security purposes, any transactions must be completed by the customer. Reach us at 1 844 884 5453.
- To what countries does P.O.K. ship?
P.O.K. currently ships to addresses within the contiguous states of the United States. Shipping to Canada should be available in a few weeks. Should you have any difficulty placing an order to your destination of choice, please contact Customer Care: firstname.lastname@example.org / 1 844 884 5453.
- What currency does P.O.K. use?
All prices shown on P.O.K. are in USD, except for the Canadian storefront, where prices will be in CAD.
- What forms of payment do you accept?
P.O.K. accepts Visa, Mastercard and Paypal. If your credit card is not currently on our list of accepted cards, please consider using Paypal to complete your transaction.
- How much will I have to pay in duties and taxes?
For orders to US destinations: you will have no duties or taxes to pay. Please note that, while all POK orders are shipped from our warehouse in New York, payments are processed through our corporate headquarters in Montreal, Canada. Because of this, certain credit card providers may charge an additional processing fee.
For orders to Canadian destinations: P.O.K. will ship to Canada on a DDP (Delivery Duty Paid) basis. All duties, taxes and brokerage fees will be calculated during checkout. You will have no fees to pay when your order arrives.
- Shipping your purchase to Canada?
Please note that we are working on our Canadian portal and that shipping to Canada should be available in a few weeks. P.O.K. ships its orders from New York State. All P.O.K. orders en route to Canada will be shipped on a DDP (Delivery Duty Paid) basis: the final price you pay will be in Canadian dollar. All duties and sales taxes will be calculated during checkout. You will have no fees to pay when your order arrives.
- From where do you ship?
P.O.K. ships from our warehouse in Upstate New York.
- Does P.O.K. ship to post office boxes?
At the moment, P.O.K. is unable to ship to P.O.Boxes.
- What languages are supported?
P.O.K. is available in English at the moment, but we hope to have a French version of the site in the future. Francophone clients are welcome to contact P.O.K. Customer Care for help in French via email or phone: email@example.com / 1 844 884 5453.
- When will you process my payment?
Payment is debited from your credit or PayPal account upon completion of your order.
- Is my information secure?
P.O.K. takes your security and privacy very seriously. All credit/debit card transactions on P.O.K. are processed using ChasePaymentech, a secure online payment gateway that encrypts your card details in a secure host environment. P.O.K. uses Secure Socket Layer (SSL) technology to help ensure that your shopping experience is safe, simple and secure.
- Can I change or cancel my order?
P.O.K. is happy to assist you with changes to your order. If you would like to modify a recently placed order, please get in touch with us as soon as possible, and we will do our best to accommodate you. It is important to contact us quickly, as we are unable to modify an order that has already been processed for shipping.
Please contact P.O.K. at 1 844 884 5453 during business hours: 9-5 Monday-Friday. If you are unable to call, contact Customer Care via email at firstname.lastname@example.org.
- How do I track my order?
You will receive an email confirming that your order has been shipped; this email will include your UPS or USPS tracking number. Please visit ups.com or usps.com and input your tracking number for updates on the delivery status of your order.
- Can I combine promotional offers?
P.O.K. only accepts one coupon code per order but it can be combined to other promotional offers. Of course, P.O.K.’s free shipping offer will always apply to qualifying orders.
- How do I use my P.O.K. store credit?
P.O.K. store credits are stored in your account and can be redeemed at any point. Simply log into your P.O.K. account to add the credit amount using your unique code. When you are ready to redeem your credit, select “P.O.K. credit” during the checkout process. You do not have to use your entire credit in one transaction; any amount remaining on credit can be used in subsequent P.O.K. orders.
- What is your return policy?
P.O.K. is happy to accept returns on unworn merchandise, provided all tags remain attached, with the exception of items marked as final sale on the website. Contact P.O.K. for your Return Merchandise Authorization (RMA) number within 14 days of delivery. An RMA number is required to process a return. Please note that all clothing must be unworn and returned with tags from both P.O.K. and their brands still attached. Shoes must be unworn and returned in their original box. All merchandise must be returned as it was received, including all brand and product packaging. Designer packaging such as authenticity cards, dust bags and leather tags must also be included with your return.
You can contact P.O.K. for your RMA number trough the RMA Request link. RMA numbers must be requested within 14 days of the receipt of your order, and returns must be sent within 14 days of a request for an RMA number.
Please see our Returns section for more details.
- What if my order arrives damaged or includes incorrect item(s)?
Should your order arrive damaged please contact P.O.K. as soon as possible so we can take immediate steps to replace your order: email@example.com / 1 844 884 5453.
Please begin the return process by requesting your Return Merchandise Authorization (RMA) Number here. You will be asked to specify the reason for your request.
- Can I return flash sale items?
Flash sale items are final sale. P.O.K. does not accept returns on flash sale items.
- How do I know that a specific size will fit?
Please check P.O.K.'s sizing charts to help choose the perfect size, as they vary from one designer to another. Details regarding size are also sometimes indicated directly on a product page. When in doubt, P.O.K. recommends sizing up.
- Will you carry other designers in the future?
P.O.K. is always adding new brands. Sign up for the P.O.K. newsletter to be notified when new brands are added.
- How does P.O.K. decide its pricing?
P.O.K. works hard to give you the best possible prices. When available, P.O.K. uses the original suggested retail prices from the brands on offer. Otherwise, P.O.K. makes the best estimation possible based on our knowledge and experience.