A clear policy for made-to-order and handcrafted pieces, outlining when returns, exchanges, or claims may be reviewed by POEM.
Due to the made-to-order and handcrafted nature of POEM products, all sales are considered final once the order has been confirmed and production has commenced.
Returns, exchanges, or refunds will only be reviewed if the item received differs from the confirmed order in style, size, color, or quantity, or if the item contains a verified manufacturing defect or quality issue originating during production.
POEM does not accept returns, exchanges, or refunds due to change of mind, incorrect measurements provided by the customer, or personal preference regarding fit, color, fabric texture, or design details.
Delays caused by customs clearance, import procedures, or local regulations are also not considered valid grounds for return, exchange, or refund.
Minor variations in color, fabric texture, embellishment placement, or hand-finished details may occur and are considered natural characteristics of artisanal craftsmanship.
Differences between website images and the actual product caused by screen settings, lighting conditions, or photography are not considered defects.
Customers must notify POEM within 3 calendar days of receiving the package. Claims submitted after this timeframe may not be eligible for review.
To submit a claim, customers must provide the order number, a detailed description of the issue, clear photographs, and an unedited video of the package opening process.
The video must show the shipping label, package condition, and full contents clearly.
Claims submitted without an unedited package-opening video may not be eligible for review. This requirement helps POEM verify the condition of the package and product at the time of receipt.
Upon verification and approval, POEM may, at its sole discretion, replace the affected item, repair the affected item, offer a partial refund, or issue store credit.
The chosen resolution will depend on the nature and extent of the issue.
All claims are subject to review and approval by POEM. The brand reserves the right to decline requests that do not meet the conditions stated in this policy.
Welcome to your account.
Manage your profile, track orders and enjoy a seamless shopping journey with us.
Use the measurements below to find your closest ready-to-wear size.
| Size | Chest | Waist | Hips |
|---|---|---|---|
| XS | 8031.5 | 6124 | 8533.5 |
| S | 8433 | 6525.6 | 8935 |
| M | 8834.6 | 6927.2 | 9336.6 |
| L | 9236.2 | 7328.7 | 9738.2 |
| XL | 9637.8 | 7730.3 | 10139.8 |
Measurements are for reference only. Fit may vary depending on fabric, construction and intended silhouette.
Measure around the fullest part of the bust, keeping the tape level.
Measure around the narrowest part of the waist while standing naturally.
Measure around the fullest part of the hips without tightening the tape.
