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My password is not working. How do I access my account?

Please go to our Sign In page, enter your email address and current password, click the “Sign In” button, and you will be prompted to request an email that will allow you to update your password.

How do I know if my order is complete?

You’ll see a confirmation page after you complete your shopping experience. Then you’ll receive a confirmation email detailing the items purchased, estimated ship date and final cost.

How do I track my order?

Once your order ships, we’ll send you an email that contains tracking info and links. You can also sign in to My Account and follow the tracking link under “Order History.” Please note it may take up to 24-48 hours for tracking information to appear. Still have questions? Please call Client Services at 233244270231261 or 233 (0)302 963909 or, and we’ll be happy to assist you.

What if my order doesn't arrive?

Please call Client Services at or 233244270231261 or 233 (0)302 963909, and we’ll be happy to assist you.

How do I return an item?

If you don’t absolutely love your new purchase, you may return your item(s) within 14 days. All items must be in original, new, unworn, undamaged and unaltered condition with all tags attached (including the return tag on dresses, rompers and jumpsuits) and accompanied by your receipt. Please note that Final Sale items .gift cards, lingerie and swimwear cannot be returned or exchanged. We’re unable to honor previous sale prices, promotions and/or price adjustments. Shipping and handling charges will not be refunded. Unfortunately, we cannot accept any item for return that is not in original, new condition or damaged due to:

  • Soiling or staining (food, lipstick, makeup, bleach, marker/pen, sweat, dirt, etc.)
  • Wear and tear (worn, ripping, tearing, snagging) Scent (perfume, body odour, mildew)

How do I exchange an item?

Due to limited merchandise quantities and the constantly evolving fashion selection on, we currently do not process exchanges of merchandise. In order to get the item(s) you want as quickly as possible, simply place a new order and return the unwanted item(s) for a refund. When we receive your return, we’ll issue you a refund. Click Here for a full copy of our returns policy.

Can I use a gift card with my online purchase?

Gift cards are accepted when shopping on Just enter the number and PIN in the appropriate section while checking out.

Something I purchased is now on sale. Can I receive a price adjustment?

Unfortunately, due to high demand for merchandise and availability issues, we do not currently allow price adjustments.

Do you ship internationally? partners with a trusted third-party company, International Checkout, to fulfil international orders

Want to work for Poqua Poqu, how do I apply?

We are always happy to hear when someone wants to work for us! You can find and apply for all current vacancies on the work with us section of our website, so this is the best place to start. Please drop us an email via or visit our shop. Good luck!

The item I have seen has sold out. Will you be getting more in?

We always try to re-stock our popular styles to give you the best possible selection of timeless, functional and considered garments for the season. We also offer re-invented classics in new colours, shapes and fabrics – so please keep your eye out