FAQ

If you are not 100% satisfied with your product, you are of course welcome to return it! You send back the unused product along with the completed return form using the return shipping note that you received in your package. Please note that you cannot leave the package in a mailbox but it must be handed in to the nearest service point.

Attention to US and UK customers: You also need a commercial invoice to return your order! You did receive the commercial invoice inside the packaging at delivery. Please put it on the outside of the package next to the return label when returning. If you are missing the commercial invoice, please send us an email at hello@wearepomme.com and we will help you.

Once we have received and processed your return, we will refund with the same payment method used for the purchase. We will deduct a return fee according to the below table from the repayment. It should normally take a maximum of 10 days from the time you send in your return until we receive and process it.

The refund also includes any potential freight cost that you paid when you purchased the product as long as you used standard freight.

Note that if you want to change the product, report “Change” on the return form and then place a new order on the website.

• You have the right to return 30 days after receiving your goods.
• The product must be unused and have all labels left.
• You will be refunded in the same way you chose to pay.
• The refund also includes any potential freight cost that you paid when you purchased the product as long as you used standard freight.
• We will take a return fee according to the below table which will be deducted from the refunded amount.
• You as a customer are responsible for the item until it arrives at our warehouse.

Contact our customer service at hello@wearepomme.com and we will assist you. Please avoid sending the package without our return label, then we are not able to track your package if there would be problems during transportation.

We do not handle any changes at this time, so if you want to exchange an item, you return using the return form and return shipping label, and then place a new order on our website. If you place your new order within 3 days, you can contact our customer service for a code that will give you free shipping on your new order if you do not reach the free shipping limit.

As soon as we have received and processed the product that you have sent back we’ll refund using the same payment method as in the purchase. We will deduct a return fee according to the below table before we refund you. It should normally take a maximum of 10 days from the time you send in your return until we receive and process it.