By placing an order through Poncho-Boutique, you agree to the terms below. These are provided to ensure that both parties are aware of and agree to this arrangement to protect each other and to set expectations on our service.
Subject to stock availability, we endeavour to maintain an accurate stock inventory but from time to time there may be a stock discrepancy and we may not be able to fill all items at the time of your purchase. In this case, we will contact you to see if you would prefer to wait for the out-of-stock item to be restocked or if you would prefer a voucher.
2. Shipping costs
Shipping costs are calculated at checkout based on the weight, size and especially the destination of the items in your order. The payment of the shipping costs will be collected at the time of purchase. This price will be the final price of your order for shipping costs.
The conditions of return are available in the page Return and Refund Policy which you will find the link at the bottom of the page.
4. Terms of delivery
In general, orders shipped abroad may be in transit for 4. However, this time may exceptionally be longer (up to 20 days). This varies greatly depending on the type of delivery selected and the supplier related to the items contained in the order you have placed.
Orders are usually processed within 2 working days of payment of the order. We allow 24 hours for the delivery address to be changed.
Our teams contact the storage locations for items Monday to Friday during normal business hours, except on national holidays, at which time shipping will not be activated at the storage locations.
When you place an order with Poncho-Boutique, the maximum shipping time is 5 working days. Orders are often sent out before 5 working days. However, delivery can take up to 2 to 4 weeks during this busy period.
It is important to note the difference between shipping and delivery. Delivery is the process of transporting items and ensuring their delivery to a destination address. Shipping is the act of getting the items in an order out the door.
That is why, exceptionally, the delivery time can be up to 5 weeks (2 working days for order processing, 5 working days for shipping and 4 weeks for delivery).
These are the total exceptional delays but Poncho-Boutique wishes to communicate it to you in order to avoid any source of inconvenience. That said, once this delivery time is exceeded, i.e. 5 weeks, we want to keep you satisfied.
We will then offer you options such as returning your order to us at our expense or creating a gift voucher worth more than the amount of your original order. This almost never happens but Poncho-Boutique is becoming a victim of its own success and we prefer to anticipate this kind of situation and let you know what our policy is in terms of customer service.
Therefore, if you received your order confirmation email 5 weeks ago or more, please either reply to your order confirmation email or email us at firstname.lastname@example.org.
And so that your email In order to ensure that your order is processed as quickly as possible, we advise you to include the following information in your email:
- Your order number
- The email address you used to place your order
- Last Name
- First name
- Content of your order (even approximate)
- Date of your order
If you send us an email to email@example.com, we also advise you to put as subject of the email "Delivery time - Your order number".
Example: "Delivery time - 125698"
Poncho-Boutique members dedicated to customer service will answer you within 24 working hours by email to deal with your situation.
4.4 Change of delivery address
For requests to change the delivery address, we are able to change the address at any time before the order is sent.
4.5 Shipping by P.O. Box
Poncho-Boutique will only ship to P.O. Box addresses using the postal service. We are not able to offer courier services to these locations at this time.
4.6 Shipping to military addresses
We are able to ship to military addresses through the USPS. However, we are not able to provide this service using courier services.
4.7 Out of stock Items
If an item is out of stock, we will contact you to see if you would prefer to wait for the out of stock item to be restocked or if you would prefer a gift certificate. This voucher will be worth more than the amount of your original order.
4.8 Exceeding the delivery time
If the delivery time has exceeded the expected time, please contact us at the email address firstname.lastname@example.org that we can process your request.
5. Tracking notifications
On shipment, you will receive a tracking link from which they will be able to track the progress of their shipment based on the latest updates made available by the shipping service provider.
6. Damaged packages in transit
If you notice that a package is damaged in transit, please reject the delivery if possible and contact our customer service department.
If the package was delivered without you being present, please contact Poncho-Boutique's dedicated customer service team at email@example.com.
7. Duties and taxes
7.1 Sales tax
The sales tax has already been applied to the price of the goods as it appears on Poncho-Boutique when you place your order.
7.2 Import duties and taxes import
Duties and taxes for international shipments may be payable upon arrival in the destination country.
This varies by country, and Poncho-Boutique encourages you to be aware of these potential costs before placing an order with us. If you refuse to pay the duties and taxes on arrival at your country destination, the goods will be returned to Poncho-Boutique at the customer's expense, and the customer will receive a refund of the value of the goods paid for, less the cost of the return postage. The cost of the original shipment will not be refunded.
If you change your mind before you have received your order on Poncho-Boutique, we can accept cancellations at any time before the order is shipped. If an order has already been shipped, please refer to our refund policy at the bottom of the page.
Packages are insured against damage and loss up to the amount of value declared by the carrier. The loss is recorded if the postal service confirms the loss. A delivery confirmed by the postal service will be considered valid. Indeed, Poncho-Boutique has experienced too many cases of dishonest customers announcing that they have not been delivered to base ourselves solely on the words of the customer. However, Poncho-Boutique will do its best to satisfy you by sending you back the articles of your order at its expenses or proposing you a gift voucher whose value will be higher than the amount of your initial order.
9.1 Process for packages damaged in transit
We will issue a refund or replacement using the Returns and Refunds Policy linked at the bottom of the page.
9.2 Process for packages lost in transit
In the event that the postal service confirms a loss in transit, Poncho-Boutique will do its utmost to satisfy you by returning the items in your order at its expense or offering you a gift voucher whose value will be greater than the amount of your original order.
10. Customer service
For all customer service inquiries, please send an email to firstname.lastname@example.org.