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- Poetic Justice FAQ
Poetic Justice Jeans Online Shopping Frequently Asked Questions
What’s the status of my order? / How do I track my order?
Once you have placed an order, you can check on its status at any time. To track your order from this page, go here.
Do you offer Gift Certificates?
At present, we do not unfortunately.
How to use a coupon code?
To redeem online, enter code at checkout. Limit one per client. Non-transferable. Coupon is invalid upon redemption. Not valid for cash or credit back. Cannot be used in conjunction with any other offer. Not valid on sale items, promotions, shipping, prior purchases or price adjustments. Offer valid in the US. Other restrictions may apply.
Do you have a Size Chart?
Yes. Please note that the Size Guide is intended to be a general guideline. Also, we have a Fit Guide.
Why should I become a registered user?
Being a registered user offers you a faster checkout experience since you won’t have to re-enter your Credit Card, Shipping or Billing details whenever you choose to shop with us again. Whenever you place an order after registering, your personal details will be filled in automatically.
Also, registering simplifies the gift-giving process should you wish to buy items for your family and friends since you can store their information in your Address Book.
How do I change or cancel an order?
If you would simply like to change your order, please contact Customer Service as soon as possible. We will make every effort to accommodate your request.
If however you would like to cancel an order you recently completed, simply go to this page as soon as possible, log in and then click “Cancel Order.” Because our system is designed to fulfill orders in a timely manner, we cannot cancel or change an order once it has entered the shipping process.
Why did you call or e-mail me to verify my order?
For your own security and protection, we may deem it necessary to contact you to verify your information in the event that we find something suspicious regarding your order. This is a policy instated to maintain the highest level of possible fraud control.
Are purchases on this website really tax free?
Sales tax is charged when applicable.
Is ordering over the internet secure?
Absolutely. Secure Socket Layer (SSL) encryption is used for every transaction in order to ensure that your order is secure. SSL encrypts the transmissions from our e-commerce servers as well as your computer. SSL encryption works by forming a matched pair with the transmission from your computer transmission and our server, so that only data to and from these sources can be valid.
Why can’t I select the color/size combination I want?
It’s possible that the size/color combination you want is not in stock. We recommend that you contact Customer Service in this event so that we might be able to let you know when a new shipment might be coming in or if there is a similar product that you might enjoy as an alternate choice that is in inventory.
Are products on the website the same as those in stores?
Yes, though our own website may have a greater selection than a store in your area, the products are the same.
However, we may occasionally offer special promotional items that are exclusive to the website.
Is my personal and Credit Card information safe on your website?
Yes. Absolutely. We have taken every step possible to ensure all information received from our online visitors is secure from unauthorized access and use.
All transactions are completed on a secure server. In secure mode, your computer and our server send data back and forth in an encrypted format.
You can shop with total peace of mind as we make every effort to ensure we have the resources that guarantee the security of your purchases and details.
Under the California Civil Code sections 1798.89 – 1798.84, California residents are entitled to ask for a full notice describing our disclosure of personal information to third parties for their direct marketing purposes. To request a copy of this notice, please send a written request to the following address:
What are my payment options?
We accept VISA, MASTERCARD, discover, American express, and PAYPAL.
When will my Credit Card be charged?
Credit cards are charged when your item/s has physically left the facility.
When you enter your Credit Card details on the final review page, we will give you a confirmation number. You will also immediately receive an e-mail confirming that your order has been received.
Another e-mail will be sent to you upon dispatch of item to notify you that your purchase has been shipped and that we have charged your Credit Card.
What are your shipping fees? –DOMESTIC
|Shipping Method||Delivery Time||Order Subtotal||Shipping Charge|
3-9 business days
$49.99 and less
3-9 business days
3 Business Days
3 business days
1-2 business days
Shipping fees are valid only in the contiguous United States. Free Ground shipping on orders over $50; $6.50 flat ground shipping on orders less than $50; expedite shipping methods available; shipping fee will be calculated upon check out.
Is a signature required?
Signatures are not typically required when the package is delivered however we leave it to the discretion of the individual FedEx driver to determine if it is appropriate to leave a package or not. In the event that a parcel is damaged or altered, it is in your best interest to refuse the delivery and to contact our Customer Service department at once to inform them of the problem.
When will my order be shipped? / When will it arrive?
Shipping is processed within 48 hours of placement of order, unless otherwise stated, Monday through Friday; orders placed between 1pm PST Friday through midnight PST Sunday will be processed on the following Monday.
You will receive an e-mail confirmation once your order has been shipped.
How do I know that my order has been shipped?
When your order has been dispatched from the facility, we will send you an e-mail to notify you and provide you with a tracking number and a link to where you can track it online.
What countries do you ship to? / What about duties?
We are proud to offer international shipping. Please Click here for a list of countries we ship to and shipping rates for those respective countries. Do note that shipments outside of the U.S. may be subject to import duties, customs and taxes, which are the responsibility of the recipient.
Since duties and taxes vary by country and by purchase, we are not able to supply an estimated cost. Please contact your Customs office for further information.
Do you ship to P.O. boxes or APO/FPO addresses?
For security reasons, we do not ship to P.O. boxes, nor APO/FPO addresses.
RETURNS & EXCHANGES Questions
What is your return/exchange policy?
• We want first and foremost to assure that you are completely satisfied with every purchase. If, however, for some reason you need to return or exchange your merchandise, we have an easy system to follow in order to expedite a seamless and pain free process.
• In an effort to be environmental friendly, a return label will be provided upon your request. Simply email to email@example.com, and we will get your label ready within 24 hours.
• Any items returned due to defects or made for exchange must be new, unworn and have original hangtags still attached.
• Returns/Exchanges may be made on any garments within 30 days from the date they were purchased.
• We cannot accept merchandise returned after 30 days and will be refused and returned to you accordingly.
• There are no returns on final sale merchandise.
• Please note that we can only exchange items purchased for an alternate color or size. In the event that you wish to select a substitute item instead, the transaction shall be treated as a Return and a completely new order will have to be created.
• An e-mail notification must be made prior to an item being exchanged by completing the Exchange form. This ensures that we have sufficient lead time to quickly action fulfillment of alternate color/size for you.
• In an effort to address any un-satisfaction with a purchased garment, in the event of a Return, please complete the Returns Form and contact Customer Service so that we may address any problems immediately to ensure a pleasant shopping experience.
• Shipping charges are refunded to you only in the event that we inadvertently sent the wrong item(s) or the item(s) proved to be defective. We happily will exchange Like items at no additional charge (applicable in the U.S. only).
• Items purchased from other e-retailers or brick & mortar stores cannot be accepted for exchange or return. Only items from this website poeticjusticejeans.com will be accepted.
• Please note that customarily Returns and Exchanges will be processed within 5 business days from acceptance back at the facility, however, during seasonal periods, processing can sometimes take a little bit longer.
• We will only refund shipping charges if we sent the wrong item or if the item was defective.
How long do I have to return an item?
• Please note that we will accept Returns on any defective item for full refund within 30 days from the date they were purchased, pending the items are returned in the condition they were sold, unworn and with original hangtags still attached.
• Exchanges can be made within 30 days from the date of purchase. Again, items must be in perfect condition and with original hangtags in place.
How will I receive my refund?
• Once the return has been approved, you will receive your refund via the same means used to make your purchase
How should I ship my return/exchange?
Step 1) Complete your Returns/Exchange form
• Log in to your account and go to your Order History. Select the order in question and then click the Return/Exchange form link. Follow the easy steps, print the form and include it in your return package.
Step 2) Original Packaging
• Pack and seal your box securely, in the original package if possible. To ensure your return/exchange is properly processed, please include the fully completed Return/Exchange form with your return package within 30 days of your purchase.
• Product should, if possible, be returned in the original packaging as it contains a barcode that helps us to identify your items with your order so we can credit your account successfully. In the event that the original box which includes the bar code, please print out your order confirmation e-mail and include it in your shipping box.
Step 3) Shipping Box
• Pack and seal your box securely, in the original packaging, if possible. If you don’t have the original box, please use and plain, unmarked cardboard box to ship your return.
• Remove any existing shipping labels, stickers or other materials from the shipping box.
• Please use the Pre-Paid, Pre-Addressed Return label we provided and attach it to the box.
• Take your package to any authorized FedEx location or call FedEx at 1-800-GoFedEx for a pickup.
Return or Exchange Instructions using Prepaid Return Label:
• This service is only available in the United States.
• Please fill out reason for the Return/Exchange form and place this entire form in the box.
• No postage is required. A cost of $6.50 per package will be deducted from your refund for return shipping.
• Take your package to any authorized FedEx location.
Return or Exchange Instructions without using Prepaid Return Label:
• You may alternately send the merchandise back to us using any other traceable shipping method, at your expense.
• Complete the Return/Exchange form on the back of the Invoice and place this entire form in the box.
• Pack and seal your box securely, in the original package if possible.
• Packages must be returned prepaid. We do not accept COD.
• We recommend you insure the package with the shipping carrier of your choice.
• Please Return Your Package to:
Poetic Justice Returns
9328 Telstar Ave
El Monte, CA 91731
• If you have any questions, you may call 1-866-727-2888 or e-mail us at firstname.lastname@example.org and an associate will be happy to assist you.
When will my Credit Card be refunded?
• Once the return has been approved (the items have to be in perfect condition and internal labels must be intact) you will receive a confirmation email indicating that the refund will be paid into your account within 7 business days.
• Refunds will be issued in the original form of payment.
• Remember that payments to your credit card always depend on your bank/building society.
CARE Questions – MAINTAINING YOUR standards
When ordering product from the website, we’ve included a CARE GUIDE tab on the same page as the merchandise you are looking at. Please follow the explicit instructions from the CARE GUIDE which corresponds to the specific merchandise you are purchasing.
How do I keep my really dark and black denim from fading?
Generally speaking, the best way to care for your basic denim jean is to wash your jeans inside out in COLD water with non-bleach, color-safe detergent. Tumble –Dry on LOW or Hang-Dry to prevent fading, though some will occur naturally over the course of time.
Can you tell me when new products arrive or special promotions are happening?
Yes. Simply register with us and you will be eligible to receive e-mail updates on new products, sales, events and other special announcements.
Click here to get started.