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FAQ


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What types of payment methods do you accept?

We accept all major credit cards including Visa, MasterCard, and American Express debit and credit cards. 

 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 account will be charged as soon as you order.

Will I be charged sales tax?

Local sales tax may be applied.

 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.

When will my purchase ship?

We want you to have your product 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). 

 

 Domestic Shipping

    Do you ship to all US states and territories?

    Yes! We ship via Fed Ex to the contiguous USA, Alaska, Hawaii, Puerto Rico, Guam and the US Virgin Islands.

     How long will it take my package to arrive?

    Orders within the contiguous USA are shipped from the Los Angeles, CA area and typically arrive in 4-7 business days, depending on the destination location. However, all packages across the US may be taking longer to deliver due to Covid-19 delays. We cannot guarantee any exact delivery date.

    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.

     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 happens if my order has been returned to sender?

    Orders that have been returned to sender will go back to our warehouse without any alert on our behalf. If you find that your tracking link states that your order is being returned to sender, please send us an email at bff@popandsuki.com and let us know so we can properly either send out a replacement or refund you.

      

    International Shipping
     

    Do you ship internationally?

    Unfortunately we do not offer shipping outside of the United States at this time. We will begin offering international shipping by February 2021.

     


    Product Care

    How should I care for my jewelry?

    To ensure your Pop and Suki pieces stay shiny as new for as long as possible, we recommend keeping them away from chemicals like perfumes and chlorine, and store them in a cool dry place.

    Always store our jewelry pieces individually, preferably in your soft-lined Pop & Suki box or pouch, separate from other jewelry to avoid your tangling or scratching. Also remember to keep your chains fastened so they don’t become tangled.

    Avoid extreme humidity or heat like the shower as this may cause tarnishing. Your gold plated jewelry should be kept in a dark, cool and dry place. With time and wear, gold plated brass will naturally become oxidised and eventually tarnish. The oxidation process is slowed down by wearing your jewelry often, and storing in a cool, dry place. If your jewelry is stored for long-periods of time, occasional cleaning is recommended to maintain shine and prevent oxidation.

    Clean your jewelry carefully with a soft, non-abrasive and lint-free cloth; this helps maintain or bring back its shine. If necessary, you can use a mild washing up liquid with warm water and a soft toothbrush, then rinse with clean water and pat dry with a soft cloth.

    Avoid using ‘dip’ polish or abrasive jewelry cleaners as these contain harsh chemicals and can destroy your jewelry over time. We do not recommend the use of any jewelry polishing cloths which have been treated with cleaners or polishing agents.

    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.

    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.

     

    Do you still customize leather bags?

    We are currently no longer customizing our leather goods and have discontinued all customization features on our website. 


    Domestic Returns and Exchanges

    What is your return policy?

    We accept returns of unused items with tags and a valid packing slip within 100 days of delivery.

    Marked down items are final sale and cannot be returned.

    If you believe you received a damaged item, please email us at bff@popandsuki.com (see instructions in next section).

    If you would like to move forward and return all or part of your order, please visit our returns portal here and have your order number handy.

    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 or damaged 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?

    No, returns are free and upon submitting your return request you will be given a pre-paid shipping label.

    Do you offer exchanges?

    As of now, we only offer exchanges for the exact same item but in a different color. We are working on adding exchanges of any item in the near future.

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

    No, we do not have any storefronts at this time.

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

    No, we do not have any storefronts at this time. 

     


    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!