FAQ
Here you'll find answers to the questions we get asked most about orders, shipping, returns and sizing.
Returns & exchanges
How do I return an item?
Pack the unused item with its original tags and the completed return form. Attach the return label included in your parcel and drop it off at a service point.
Return each order separately using its own label. If you send several orders in one parcel, a return fee applies to each order.
What is your return policy?
You have 30 days from delivery to return unused items with their tags attached. You're responsible for the parcel until it reaches our warehouse. We normally process returns within 10 days of drop-off.
We refund your original payment method and deduct the applicable return fee. If you paid for standard delivery, we also refund that shipping charge. Import duties, customs fees and taxes collected by local authorities are excluded from our refund.
How much does a return cost?
The return fee depends on where you're returning from:
- Sweden: 150 kr
- Denmark: €17
- Finland: €16
- Germany: €15
- Netherlands: €17
- Belgium: €17
- France: €16
- United Kingdom: €20
- Rest of EU: €20
- Rest of world: €30
What if I lost my return form or label?
Contact Customer Service before sending your parcel. Using our return label lets us track it if there's a delivery problem.
How do I exchange an item?
Return the original item and place a new order for the one you want. If you reorder within three days and your new order falls below the free shipping threshold, contact Customer Service for a free shipping code. The usual return fee applies to the original order.
What if my item is defective?
Contact Customer Service and include photos showing the issue so we can help.
Orders & delivery
Why haven't I received my order confirmation?
It usually arrives within an hour. Check your spam folder, then contact Customer Service if you still can't find it.
Has my order shipped?
We email you when your order leaves our warehouse. Contact Customer Service if you can't find the shipping confirmation.
Can I pre-order an item?
Yes. Eligible items have a pre-order button on the product page. If your order includes a pre-order item, we ship everything together once that item is in stock. Place separate orders if you'd like your in-stock items sooner.
How long does delivery take?
Estimated delivery times:
- Sweden: 1–3 business days
- Finland and Germany: 2–4 business days
- Rest of EU: 3–5 business days
- United States and Canada: 3–7 business days
- Rest of world: 6–9 business days
How much does shipping cost?
The cost depends on your destination and shipping method. You'll see the exact amount at checkout before you pay.
Do you offer free shipping?
Yes. We offer free shipping on orders over:
- Sweden: 1000 kr
- EU & Norway: €100
- United Kingdom: £100
- US & Canada: $250
- Rest of world: €200
Do you ship internationally?
Yes. We ship to the EU, the US and other international destinations. For destinations outside the EU and US, orders ship under Delivered at Place (DAP) terms. The recipient pays any applicable import duties or taxes.
How do I track my order?
Use the tracking link in your shipping confirmation.
How will my parcel be delivered?
Smaller parcels usually arrive in your mailbox through your local postal service. Larger parcels may be delivered by DHL or UPS, depending on the destination. Your tracking link shows how your parcel will be delivered.
What if my parcel was returned before I could collect it?
Contact Customer Service to arrange reshipment. A €15 fee applies when a parcel is returned because it wasn't collected in time.
Can I shop in a physical store?
We sell through the Pomme Equestrian website.
Payments
Which payment methods can I use?
We accept most common payment methods. You'll see the options available for your order at checkout.
Products & sizing
How do I choose the right size?
Start with your usual size, then check the product's size guide and customer reviews for fit details.
What sizes are available?
Most products come in XS, S, M and L. Check the product page for available sizes.
How should I care for my items?
Follow the garment's care label. As a general guide, wash before first wear, use a 30°C wash and avoid tumble drying.
Where are your products designed and made?
Our in-house team designs the products, drawing on years of riding experience. Selected factories in Europe and Asia manufacture them.
Didn't find the answer to your question?
Please get in touch and we'll be happy to help. Email us at hello@wearepomme.com.