Frequently Asked Questions


Ordering

What types of payment methods do you accept?
  • We accept all major credit cards including Visa, MasterCard, American Express, JCB, Discover, and Diners Club debit and credit cards. We also offer payment through PayPal.
Is my payment secure?
  • Yes - don’t worry, we’ve got you! Our site includes an SSL certificate that uses industry standard 128 bit encryption technology. This is the same level of encryption used by large banks to keep your information secure. Furthermore, we are certified Level 1 PCI DSS compliant.
When will I be billed for my purchase?
  • Our site charges at the point of sale, so your credit card or PayPal account will be charged as soon as you order.
Will I be charged sales tax?
  • If you are shipping within the USA, local sales tax will only be charged on orders shipped to California.
My payment was declined - what should I do?
  • Payments can be declined for various reasons; that said, we unfortunately cannot override our payment processor. If you feel as though your card was declined in error, please reach out directly to your bank.

What if I need to change or cancel my order?

  • We process our orders very quickly and unfortunately cannot typically make changes after an order has been placed. If you notice the mistake straight away, though, please send us an email at bff@popandsuki.com to see if a modification can be made.

Can I send an item as a gift?

  • Of course - we want everyone to have the gift of Pop & Suki! Simply click on the “Add a Gift Message” option in your cart, and we will include this on the packing slip. Don’t worry: there will be no price on the packing slip.

When will my purchase ship?

  • We want you to have your new BFF as soon as possible, so in-stock items typically ship out 1-2 business days after the order is placed (or if it’s a pre-order, then on the date specified on the product page). 
  • Customized items are made-to-order, and typically ship out within 7 business days.

 

Domestic Shipping

Do you ship to all US states and territories?

  • Yes! We ship to the contiguous USA, Alaska, Hawaii, Puerto Rico, Guam and the US Virgin Islands.
  • We also ship to APO / FPO military addresses.

How much is shipping?

  • Standard shipping to locations within the contiguous USA and APO / FPO addresses is a flat rate of $6.
  • Standard shipping to Alaska, Hawaii, Puerto Rico, Guam and the US Virgin Islands is a flat rate of $15.
  • We offer complimentary standard shipping for orders over $200 (pre-tax), and complimentary expedited shipping for orders over $750 (pre-tax)

How long will it take my package to arrive?

  • Orders within the contiguous USA are shipped from Los Angeles, CA, and typically arrive in 4-7 business days, depending on the destination location.
  • Orders shipping to US territories outside of the contiguous USA will take a little longer to arrive, so please allow up to 14 days of transit time.
  • If you need your package to arrive sooner, we do offer an express (1-2 day) shipping option at checkout for a flat rate of $20. Please note that the standard lead time still applies to customized orders.

How can I track my order?

  • You will receive an automated email containing tracking information as soon as your order ships. Please note that it takes up to 48 hours for the first scan to appear, so please do not be alarmed if your package isn’t immediately “in transit.”

What shipping methods do you use?

  • Standard shipping on domestic orders is provided by a hybrid service of DHL and USPS. DHL will collect our packages and make sure they arrive safely to your local post office. USPS will make the final delivery, so you can expect your package to arrive with your regular mail.
  • Orders over $300 will receive a complimentary upgrade to FedEx 2-Day shipping.
  • All expedited orders will be shipped via FedEx.

What happens if my order has been returned to sender?

  • Orders that have been returned to sender will be treated as regular returns and refunded upon receipt, minus the cost of shipping. If you would like to still receive your item, please place another order through our site and make sure the address is correct :)

International Shipping

Do you ship internationally?

  • Yes! In addition to the USA, we ship to the following countries: the UK, Canada, Mexico, Brazil, Argentina, Australia, New Zealand, Ireland, France, Germany, Austria, Italy, Spain, Switzerland, Iceland, Belgium, Portugal, the Netherlands, Denmark, Norway, Sweden, Finland, Russia, South Africa, Israel, India, Indonesia, United Arab Emirates, Japan, South Korea, Malaysia, Singapore, Hong Kong, China, and Taiwan.

My country is not listed - how can I request that it be added to the list?

  • We definitely want to make sure our Pop & Suki Girls around the world have access to our products, so if your country isn’t on the list, please email bff@popandsuki.com so that we can look into adding your country to our shipping list in the future.

How much is international shipping?

  • Standard shipping to the UK is a flat rate of $10 (roughly 7.50 GBP).
  • Standard shipping to all other countries outside of the US is a flat rate of $15. 
  • Orders over $250 will receive complimentary standard shipping.
  • We can only ship to some countries via DHL Express, which will be charged at the international express shipping rate.

What shipping methods do you use?

  • Standard shipping is provided by a hybrid service of DHL and your national postal service. The package will travel to its destination country via DHL, but your local post office will make the final delivery. Please expect all standard shipping orders to arrive with your regular mail.
  • Express packages will arrive to your door via DHL.

How much will I be charged in duties and taxes?

  • The amount you are charged for duties and taxes varies based on your country’s import tax rate as well as the value of your order.
  • All countries that have “duties paid” as part of their standard shipping will be charged Duty and VAT at checkout.  All other countries will be required to pay applicable Duty and VAT upon delivery.  Pop and Suki is not responsible for any import taxes imposed by your government upon delivery of the order.
  • All international orders with expedited shipping will be shipped with VAT and duties paid. 

How long will it take for my package to arrive?

  • The transit time for international packages varies greatly by destination country, so we can’t give exact timeframes. Please note that most packages arrive to their overseas destinations within 14 business days, but please allow up to 4 weeks for delivery as there are sometimes delays at customs that impede the delivery process.

How can I track my order?

  • You will receive an automated email containing tracking information as soon as your order ships. Please note that it takes up to 48 hours for the first scan to appear, so please do not be alarmed if your package isn’t immediately “in transit.”

My package has been in transit for longer than the projected amount of time. Is something wrong?

  • International packages sometimes travel more slowly than anticipated due to customs regulations. If you’re concerned about the whereabouts of your package, please send us an email at bff@popandsuki.com.

What happens if my order has been returned to sender?

  • Orders that have been returned to sender will be treated as regular returns and refunded upon receipt, minus the cost of shipping. If you would like to still receive your item, please place another order through our site and make sure the address is correct :)

Waitlist

What does it mean if an item is waitlisted?

  • Items that have been waitlisted are currently not in stock, but we will consider re-ordering them if there is enough demand.

Will all waitlisted items be replenished?

  • No; waitlisted items are not guaranteed to be restocked. However, if there are enough requests, we will do our best to get that item back in stock ASAP :)

How will I find out if a waitlisted item has become available again?

  • All customers who have added themselves to the waitlist will receive a notification email informing them that the product is available.

Will I be charged for an item I’ve added myself to the waitlist for?

  • No; we will not collect credit card information or charge you for any items for which you’ve added yourself onto the waitlist. If you’d like to purchase a waitlisted item that has become available, you will have to make an order as you would with any other item.

Product Care

How should I care for my leather goods?

  • Our camera bags and leather accessories are made of high quality Italian leather, but will stain under high water exposure and should be wiped immediately with a natural cloth if wet.
  • Our totes are made of high quality nubuck suede, and, like all suedes, will become damaged if exposed to water. If your bag gets wet, wipe it immediately with a natural cloth.
  • If your bags or accessories are exposed to water or damaged in any way, take them to a professional leather cleaner.
  • Avoid contact with any dyes such as indigo that might rub off onto the leather and discolor it.

How should I care for my customized items?

  • The customization at the bottom of your bag is durable, but please be gentle with it, and avoid any exposure to water or inks/oils/dyes that might rub off and discolor the writing.
  • Avoid bending your bag, which might cause the customization to crack or ripple, and eventually peel.

How should I care for my jewelry?

  • All of our jewelry is either sterling silver, 14K gold plated, or 14k gold. All precious metals have a certain malleability, which means that they will bend and change shape a small amount with use. This is indicative of high quality precious metals.
  • All sterling silver and gold vermeil will tarnish over time, but can be taken to a professional jewelry cleaner to restore the original finish.
  • All paperclip clasps should be pinched closed before wearing to ensure that the clasps do not come undone and the charms do not fall off.


Domestic Returns and Exchanges

What is your return policy?

  • We accept returns of unused items with tags and a valid packing slip within 30 days of delivery.
  • Customized items (including bags and accessories) are final sale and cannot be returned.
  • If you would like to move forward and return all or part of your order, please email us at bff@popandsuki.com for a return label.
  • Return shipping for domestic returns within the contiguous USA costs a flat rate of $6, which will be deducted from your return amount. 
  • All refunds will be credited back to the original form of payment. Shipping costs are not refundable.

What should I do if I received a defective product?

  • If you feel as though the product you received was defective, please send a photo of the unused item and a brief explanation of the defect to bff@popandsuki.com so we can look into it right away!

Do I have to pay for return shipping?

  • Yes - you will have to pay for the cost to send the item back. Return shipping for domestic returns within the contiguous USA costs a flat rate of $6, which will be deducted from your return amount. Return shipping for orders coming from territories outside of the contiguous USA is a flat rate of $15. 

Do you offer exchanges?

  • No, we do not offer exchanges at this time. If you’d like to make an exchange, simply return the original unused order back to us for a refund and make a new purchase for the item you want through our site :)

Do you have a store I can bring my return or exchange to?

  • No, we do not have any storefronts at this time. All returns must be mailed back to us with the shipping label we provide.


International Returns and Exchanges

What is your return policy?

  • We accept returns of unused items with tags and a valid packing slip within 30 days of delivery.
  • Customized items (including bags and accessories) are final sale and cannot be returned.
  • If you would like to move forward and return all or part of your order, please email us at bff@popandsuki.com for a return label.
  • Return shipping is a flat $10 for products coming from the UK and $15 for all other countries.
  • All refunds will be credited back to the original form of payment. Shipping costs are not refundable.

What should I do if I received a defective product?

  • If you feel as though the product you received was defective, please send a photo of the unused item and a brief explanation of the defect to bff@popandsuki.com so we can look into it right away!

Do I have to pay for return shipping?

  • Return shipping for orders from the UK costs a flat $10, which will be deducted from your return amount. Return shipping for orders from all other countries costs a flat $15, which will be deducted from your return amount.

Do you offer exchanges?

  • No, we do not offer exchanges at this time. If you’d like to make an exchange, simply return the original unused order back to us for a refund and make a new purchase for the item you want through our site :)

Do you have a store I can bring my return or exchange to?

  • No, we do not have any storefronts at this time. All returns must be mailed back to us with the shipping label we provide.



If you do not see an answer to your question above, please send us an email at bff@popandsuki.com. We’d love to hear from you!