SERVICESTUDIO™

General enquires and customer support: contact@pool.ltd

Wholesale enquires: sales@pool.ltd

Media/press enquiries: Cameron Carter -  cc@mr-carter.com

For the majority of countries, we accept Visa, Mastercard, AMEX, Paypal, and Afterpay. The payment methods we offer are listed in the checkout; please ensure that you have selected the correct country in the upper right corner. The charge will be in AUD at checkout.

We ship to over 130 countries. If you live somewhere exciting that’s not in the list in the top right corner of our website, we’re very sorry. Hopefully, we will be able to ship to your country in the near future.

Sometimes, if the address entered isn't correctly, you may not be able to process the order.

Try entering your address so that the autofill address pops up, and select the best option.

If you are still haveing issues, contact us at contact@pool.ltd and we can assist you right away.

POOL aims to ensure its customer’s full satisfaction. If you are not completely satisfied with your purchase, you may return your item(s) for store credit.

To return an item, the following conditions must be met:

Returns must be made within 14 business days of delivery. The returned item(s) must be unworn and complete.

Please note - customers will not be refunded for initial shipping costs. Store credit for the web store will be given for the retail price of the item(s) purchased.

Once item(s) are received and inspected, store credit will be issued for returned items. If an exchange is being made, the customer will be required to purchase the desired item using the store credit issued. We are not responsible for the risk of loss or damage during return shipment.

*Please note -

- Items purchased during seasonal sales cannot be returned or exchanged.

- Items purchased online are not returnable in-store.

- In-store purchases are only refundable in-store

Please contact us at contact@pool.ltd for further assistance with a return or exchange.

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at contact@pool.ltd. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at contact@pool.ltd.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Please inspect your order upon receipt and notify us immediately if the item is defective, damaged, or if you received the incorrect item so that we can investigate and resolve the issue.

Certain items, such as custom products (such as special orders or personalised items) and personal care items, cannot be returned.

Please contact us if you have any questions or concerns about your particular item. We are unable to accept returns on sale items or gift cards.

Returning the item you have and placing a separate purchase for the new item is the quickest method to ensure you get what you want. 

Please see our returns policy for more details.

We will notify you once we have received and inspected your return and will let you know whether or not the refund was accepted. If your request is accepted, your original payment method will be immediately refunded, or if you choose, store credit applied. Please keep in mind that it may take some time for your bank or credit card company to process and post your refund.