Returns, exchanges and complaints
How do I make a return?
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 DHL agent.
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 of 49 DKK 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.
Note that if you want to change the product, report “Change” on the return form and then place a new order.
What is your return policy?
- 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
- We will take a return fee of 49 DKK which will be deducted from the refunded amount.
- You as a customer are responsible for the item until it arrives at our warehouse.
What do I do if I cannot find my return form or return shipping label?
Contact our customer service at firstname.lastname@example.org and we will assist you.
How do I make a change of product?
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 of 49 DKK 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.
How do I make a complaint?
If your product is in any way defective, please contact our customer service at email@example.com and we will help you. Prepare by taking pictures of the product.
Order and delivery
I did not receive my order confirmation
Within an hour it should normally be in your inbox. Sometimes it ends up in the junk mail, so take a look there too! If you still can’t find it,contact us at firstname.lastname@example.org.
How do I enter a discount code?
When you have placed your Pomme products in the shopping cart and are ready to pay in the checkout, you enter your discount code in the field “Discount code”. The amount in your shopping basket should now be updated and you can be even happier with your Pomme purchase.
Did you send my order?
You will receive a delivery confirmation for the e-mail you specified when you made the purchase as soon as the order is sent from our warehouse. If you have not received a delivery confirmation or cannot find it, you are of course welcome to contact us at email@example.com.
How long will it take to receive my package?
Normally, it should be with you within 2-4 working days.
How do I track my package?
You can track your package via the tracking link sent to you when the package is on the way.
How is my package delivered?
The package will be delivered by Bring.
Which countries do you ship to?
So far we ship to all EU countries.
Do you sell through physical stores?
No, we only sell on our own website.
My package was returned to you before I could pick it up
Contact us at firstname.lastname@example.org and we will send it to you. For packages that have not been collected in time and which are therefore returned to us, a fee of 150 DKK will be charged on the original bill.
What payment methods do you offer?
We use Klarnas Checkout, which contains various payment options. Check out at checkout which option suits you best!
I want to pause my Klarna invoice, how do I?
Conveniently done in the Klarna app but if it does not work it is a question that should be addressed to Klarna.
What do I do with my invoice if I want to return my item?
Find the current invoice in your Klarna account and click on “Report Return” The invoice is now frozen until we have processed your return. You will then receive an email when the return is processed and the invoice is updated. Please note that the return fee is usually left on the invoice and should be paid as a regular Klarna invoice.
I get a reminder from Klarna even though I returned the item, why?
Most likely, the return fee remains on the invoice. If so, it is paid as a normal Klarna invoice, log in to your Klarna Account and check if this is the cause, if not then contact our customer service at email@example.com.
Do you sell gift cards?
Unfortunately, we do not currently offer the opportunity to buy gift cards.
How do I choose the right size?
In general, we strive for you to be able to have your normal size, but as all bodies are unique we recommend that you read our size guide and read reviews from previous customers to find the right size.
What sizes are the products available in?
They are available in x-small, small, medium och large.
How should I handle my products?
In general, we recommend that you wash them at 30 degrees and avoid tumble drying, but read the care instructions in the respective garments to be on the safe side. Always wash before first use.
Where are your products designed and manufactured?
Our products are designed by our fantastic in-house designers who have many years of riding experience. Manufacturing takes place at carefully selected factories in Asia.
Can I monitor to keep track of when a product is back in stock?
Yes, we have a so-called waitlist feature on the website. Go to the current product and put yourself on the waitlist and you will receive an email when it is back in stock.
I would like to cooperate with you, how do I?
Good to hear that you are interested in a collaboration! Send info about yourself to firstname.lastname@example.org. Feel free to post links to social media accounts, blogs or other forums where we can see more of you!
Please also use the hashtag #wearepomme for the chance to be seen in our social media! We love to see all the great pictures of you and your horses!