Shipping, returns and Exchanges
POMY RETURNS POLICY
At POMY we have a 15-day return policy. This means you have 15 from the date you receive your item to request a return.
To initiate a return, simply email us at returns@pomyheart.com and send your item back to our warehouse.
For your return to be accepted, the item must be in its original condition: unworn, unused, with tags attached, and in its original packaging. Please make sure to include your order number.
HOW TO RETURN OR EXCHANGE AN ITEM
To start a refund or exchange, please send an email to returns@pomyheart.com with the following information:
- Indication if it is an EXCHANGE or RETURN
- Model and size of the piece you want to return/exchange and model and size of the new piece you want to be sent .
- Order number in shopify (#0000)
- IBAN number, if the purchase was made by MBway or bank transfer.
- Name
- Phone number
- adress
At POMY we have a 15-day return policy. This means you have 15 from the date you receive your item to request a return.
After we receive your email containing all the requested information, you will then receive an email from our courier detailing the procedure for sending your order to the warehouse. Please, don not send your return before receiving this e-mail from BATCH courier.
For your return to be accepted, the item must be in its original condition: unworn, unused, with tags attached, and in its original packaging. Please make sure to include your order number.
Note that during sales periods, returns are not accepted.
If you are shipping an item, please consider using a trackable shipping service. We do not guarantee that we will receive your returned item.
As soon as we receive the order and confirm that it is in perfect condition, we will issue a refund. Refunds will be made using the same payment method that the order was placed with, and it may take up to 10 days for the money to be available in the customer's account. Exchanges are subject to available stock.
Shipping fees are non-refundable in the case of returns.
SHIPPING FEES AND TIMES
We currently only operate in Portugal and we use Batch as our local courier partner.
Portugal (Continental): 1 to 2 business days - €4,99
Portugal (Ilhas): up tp 7 business days - €8,90
Delivery methods and times may vary depending on the time of year. The dates provided are for guidance only. Any delays in the dispatch of items, compared to the estimated dates given (which are indicative only), do not entitle the customer to any compensation.
Deliveries are made between 9am and 6pm on working days.
It is necessary for someone to be present at the specified address to receive the order. This service does not include scheduling or appointment options, so the order will be delivered without prior contact from the courier.
We cannot guarantee this timeframe during promotion periods, sales, Christmas, or stock shortages.
Our courier will make two delivery attempts. If no one is available to receive the order, it will be held at a local post office for 5 days before being returned to our warehouse. In such cases, the customer will be responsible for the cost of re-delivery.