Skip to main content

FAQ

Returns, exchanges and complaints

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.

CountryReturn fee
Denmark 5 EUR
Finland8 EUR
Germany10 EUR
The Netherlands10 EUR
Belgium10 EUR
France10 EUR
UK20 EUR
Rest of EU20 EUR

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.
CountryReturn fee
Denmark5 EUR
Finland8 EUR
Germany10 EUR
The Netherlands10 EUR
Belgium10 EUR
France10 EUR
UK20 EUR
Rest of EU20 EUR

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.

CountryReturn fee
Denmark5 EUR
Finland8 EUR
Germany10 EUR
The Netherlands10 EUR
Belgium10 EUR
France10 EUR
UK20 EUR
Rest of EU20 EUR

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

If your product is in any way defective, please contact our customer service at hello@wearepomme.com and we will help you. Prepare by taking pictures of the product.

Order and delivery

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 hello@wearepomme.com.

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.

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 hello@wearepomme.com.

CountryShipping days
Finland, Germany2-4 working days
Rest of EU 3-5 working days 

No, we only sell on our own website.

So far we ship to all EU countries, UK and the US.

You can track your package via the tracking link sent to you when the package is on the way.

It depends on your country of residence. Small packages are normally delivered directly to your mailbox by the national mail service while larger packages are delivered by DHL or UPS depending on country. Take a look at the tracking link in your order confirmation to see how your package will be delivered.

Payments

You can choose to pay with either Stripe or PayPal. Depending on the country you’re shopping from, you may have access to additional payment options. Simply explore your choices at the checkout to find the option that suits you the best!

Conveniently done in the Klarna app but if it does not work it is a question that should be addressed to Klarna.

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 hello@wearepomme.com.

Contact us at hello@wearepomme.com 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 15 EUR will be charged on the original bill.

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.

Products

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.

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.

They are available in x-small, small, medium och large.

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.

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.

Collabs

Good to hear that you are interested in a collaboration! Send info about yourself to collab@wearepomme.com. 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!