Customer satisfaction is extremely important to us. We are an Australian family owned and run business and we want you to love your Poko as much we do. Please know that if you have any questions or concerns regarding your purchase you can reach us via support@thepoko.com. One of our support team will get back to you as soon as possible during business hours Monday – Friday.
In the unlikely event that you should receive an incorrect product re-delivery of the correct item will be sent out:
Return postage for the incorrect item will be reimbursed to you via the most suitable method chosen by us.
Items are not deemed lost-in-transit until at least three weeks have passed since their date of lodgement with the local courier. Lost-in-transit items cannot be replaced or otherwise addressed until an investigation has been completed. Due to COVID lockdowns & restrictions on courier services the time frame for lost in transit claims has been extended to 6 weeks but is assessed on a case by case scenario.
