Contact Us

Deciding between two sizes, or waiting on a package? Send us a message and someone on our team will answer.

How to reach us

Saturday, Sunday and holidays: closed.

Twelve hours a day on weekdays — most questions get answered the same day they're asked.

Before you order

Sizing and fit
The most useful question you can ask. Tell us the size you normally wear, which brand it came from, and what you're deciding between — we'll give you a straight answer, including when it's that a piece runs small.

Fabric and feel
Composition, weight, how something drapes, whether it holds its shape. These decide whether a purchase works, and they're what a product photo can't show.

Care and washing
Wash temperature, whether something needs separating, and what it looks like after a year rather than a week.

You'll hear back from someone who has handled the item, not a line lifted from a supplier sheet. We'd rather talk you out of the wrong size than process the return.

After you've ordered

Where's my package?
Your tracking number arrives by email once your order ships. Allow 24 to 48 hours for the first scan — a quiet tracking page on day one is normal, not a sign that something has gone wrong.

If it stalls, or tracking says delivered when nothing arrived, send us your order number. We'll open the investigation with the carrier ourselves — chasing them isn't your job.

Returns and refunds
Get in touch before shipping anything back and we'll send the correct return address and approval. You have 14 days from delivery for a change-of-mind return. Details are in our Returns Policy.

Damaged, defective or wrong item
You have 30 days for anything that arrived wrong — longer than the standard window, because a fault isn't always obvious on day one. Send photos and your order number, and you choose a replacement or a full refund. We cover the return shipping.

Canceling an order
We can cancel free of charge before your order ships. Email us as soon as you can — orders often go to fulfillment within a few hours.

Anything else
Press, collaborations, or feedback on the site — same address, and we'll route it.

Two things that speed up a reply

Lead with your order number. It's at the top of your order confirmation email. Without it we're searching by name and email address, which typically adds a day.

Attach a photo for anything visual. Damage, an incorrect item, or a question about color or fit — an image resolves in seconds what a written description often can't.

Our policies

• Shipping Policy — processing times, tracking, and what happens if a package goes astray
• Returns & Refunds — your return windows and how refunds are handled
• Privacy Policy — what we collect, why, and your rights over it
• Terms & Conditions — the terms your purchase is made under

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Business information

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The Poisella team