Frequently Asked Questions

Orders

How do I place an order?

Browse our store and choose the product you wish to purchase. Select the available size, color, style, quantity, or other applicable options, then add the item to your cart.

Once you are ready to complete your purchase, proceed to checkout and enter the required shipping and payment details.

After your order is successfully submitted, you will receive an order confirmation at the email address entered during checkout.

I did not receive an order confirmation. What should I do?

Please check your spam, junk, and promotions folders, as confirmation emails may occasionally be filtered automatically.

If you are still unable to locate the email, contact us at service@pourlisse.com with your full name, checkout email address, and approximate purchase date.

Can I change or cancel my order?

If you would like to modify or cancel your order, please email service@pourlisse.com as soon as possible.

We will do our best to assist before fulfillment starts. However, once an order is being processed, packed, fulfilled, or shipped, we may no longer be able to make changes or cancel it.

Can I change my shipping address?

If you discover an error in your shipping address, please contact service@pourlisse.com immediately.

Address changes may not be possible after order processing has started.

Please make sure all shipping details are complete and correct before submitting your order.

Products

Will the product look exactly the same as it does online?

We make every reasonable effort to present product colors, materials, finishes, features, and other details accurately on our website.

Slight variations may occur because of lighting, photography, screen displays, materials, production methods, or other normal factors.

Small differences in color, texture, finish, or overall appearance do not automatically indicate that a product is defective.

Where can I find product dimensions and specifications?

Product pages contain the available information regarding dimensions, materials, colors, features, package contents, and other relevant specifications.

We recommend reviewing these details carefully before completing your purchase.

For additional product information, please contact service@pourlisse.com.

How should I use and care for my products?

Proper use and care may differ depending on the product, its materials, construction, and intended function.

Please follow all applicable instructions, warnings, recommendations, and care guidance shown on the product page, packaging, or documentation supplied with the item.

Always use products only for their intended purpose.

What should I do if I have a question about a product before ordering?

If you have questions about sizing, materials, specifications, compatibility, features, or intended use, we recommend contacting us before purchasing.

Send the product name and your question to service@pourlisse.com, and our customer service team will assist you.

Shipping and Delivery

How can I track my order?

Once tracking details are available, we will send a shipping confirmation to the email address associated with your order.

Tracking information may not become active immediately after a shipping label is generated.

The timing and frequency of tracking updates can also vary by carrier and shipping destination.

When will my order arrive?

Delivery estimates depend on factors such as destination, product availability, processing time, carrier operations, customs, holidays, weather, and other circumstances beyond our reasonable control.

Delivery timeframes provided on our website or during checkout are estimates rather than guaranteed arrival dates.

Please see our Shipping Policy for further details.

Why was my order shipped in multiple packages?

In some cases, items included in the same order may be prepared and shipped separately.

When an order is split into multiple shipments, each package may have its own tracking information and may arrive on a different date.

Separate deliveries do not necessarily indicate that an item is missing from your order.

What should I do if tracking shows “delivered,” but I cannot find my package?

Please first check around your delivery location, including your mailbox, parcel locker, front desk, reception area, household members, neighbors, and other secure places where the carrier may have left the package.

You may also contact the shipping carrier directly to request additional delivery details.

If you are still unable to locate your package, email service@pourlisse.com with your order number and tracking information.

Damaged or Incorrect Orders

What should I do if my order arrives damaged, defective, incorrect, or incomplete?

Please contact us promptly at service@pourlisse.com.

When submitting your request, please include:

• Your order number

• A brief explanation of the issue

• Clear photos or videos showing the item and the problem

• Photos of the inner and outer packaging when applicable

• A clear photo of the shipping label

Please retain the product and its original packaging until our customer service team has reviewed your request and provided instructions.

If the issue is verified, we will offer an appropriate resolution according to our Return & Refund Policy.

Returns and Refunds

What is the return process?

Before returning an item, please review our Return & Refund Policy and contact service@pourlisse.com to request authorization and return instructions.

Please do not ship any return before receiving instructions from our team.

Unauthorized returns, items sent to an address not approved by us, or returns that do not follow the provided instructions may not be accepted.

Eligible items can generally be returned within 30 calendar days of confirmed delivery, subject to the requirements and exclusions described in our Return & Refund Policy.

When will I receive my refund?

After an authorized return reaches us and has been inspected, we will inform you of the refund status.

If approved, the refund will be sent back to the original payment method.

Approved refunds are generally processed within 5–10 business days after the returned item has been received and inspected.

Additional time may be required by your bank, card issuer, or payment provider before the funds appear in your account.

Payments

Which payment methods do you accept?

The payment options currently available to you will appear during the checkout process.

Available methods may differ depending on your country or region, currency, device, order amount, and the payment services available through our store.

Is checkout secure?

Payments are processed through the ecommerce and payment services currently available on our store.

These services use security measures designed to help safeguard transaction and payment information.

However, no online transmission or electronic storage method can be guaranteed to be completely secure.

For greater security, we recommend shopping from a trusted device using an updated browser and a secure internet connection.

Please never send your complete card number, security code, or account password to POURLISSE by email.

Contact Us

How can I contact POURLISSE?

For questions regarding products, orders, shipping, delivery, returns, refunds, payments, or other customer service matters, please contact us by email:

service@pourlisse.com

For questions about an existing order, please include your order number and the email address used during checkout.

We aim to respond within 1–2 business days. Certain requests may require additional time for review.

Brand Name: POURLISSE
Email: service@pourlisse.com
Customer Service Hours: Monday–Saturday, 9:00 AM–6:00 PM EST