Shipping
✿ We currently offer shipping to UK, Europe, Australia, USA and Canada.
✿ We offer free shipping to Canadian customers (orders over $150CAD qualify).
✿ Shipping, duties and taxes are responsibility of customer.
Pom'd Marketplace Returns & Refunds
✿ We currently do not offer international returns from the UK, Europe, and Australia.
✿ For customers in Canada and the USA, we have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Your items must be in the same condition that you received it: 100% new, unworn or unused, with tags, and in their original packaging. You’ll also need the receipt or proof of purchase.
✿ The above policy excludes lamps and vases, due to their fragile nature. Lamps, vases, and any Sale items are final sale.
Please email us at hello@alexandragater.com within 48 hours of your order's delivery if you have any issues with the item. We will notify you once we’ve received your refund request, and let you know if the return was approved or not.
✿ If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
✿ Please note, return shipping costs are the responsibility of the customer.
✿ We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
✿ You can always contact us with any return question at hello@alexandragater.com.
Virtual Makeover Consultation Returns & Refunds
✿ Virtual Makeover Consultation refund requests initiated by the customer are only considered by Team AG in extenuating circumstances within 14 days of purchase. Refund requests initiated by the client are reviewed on a case-by-case basis. If Team AG agrees to issue a refund, a 5.5% processing fee will be deducted from the refunded amount.
✿ Team AG has the right to refund your purchase if your space is deemed out of scope of what the virtual makeover consultation can provide. This decision will be made once you fill out the form sent to you in a separate email. This includes if you are doing a renovation and your space requires an architect or contractor or if your functional needs are out of scope for us to solve virtually. There are many reasons why we may decline taking on a space virtually, but at the end of the day we want you to get the best result and some spaces don't work for us to design virtually. This decision is non-negotiable. If Team AG decides that your space is deemed out of scope and refunds your purchase, you will not be charged a processing fee.
Exceptions / non-returnable items
✿ We currently do not offer international returns from UK, Europe, Australia.
✿ Lamps and vases are final sale. Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
✿ Unfortunately, we cannot accept returns on sale items or gift cards.
Damages and issues
✿ Please inspect your order upon reception and contact us at hello@alexandragater.com immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exchanges
Because of our small inventory, we are not able to accept exchanges. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.