Question 1

How long will my order take to arrive?

Accepted Answer

Production takes 3–5 business days, then standard EU delivery adds 5–7 days. If an item is temporarily out of stock, allow 7–12 business days in total. These are estimates — seasonal peaks and courier delays can add a little time.

Question 2

How long do I have to return something?

Accepted Answer

14 days from the day you receive your order — or the last item, if it arrives in more than one shipment. You don't need to give a reason.

Question 3

How do I start a return?

Accepted Answer

Email us at contact@pomverde.shop. Within 2 business days we'll send you a prepaid return label, the return address and instructions. Please get in touch before posting anything back: parcels sent without our label may be delayed or lost, and we can only cover postage for returns sent with it.

Question 4

Who pays for return shipping?

Accepted Answer

We do. Return shipping is free when you use the prepaid label we send you.

Question 5

Can I try an item on before returning it?

Accepted Answer

Yes — you may examine it as you would in a shop. Keep the tags attached and send it back in its original packaging where you can. If an item comes back worn, washed, scented, stained or without its tags, we can no longer sell it as new, so we'll reduce the refund to reflect the loss in value and explain the deduction to you.

Question 6

When will I get my refund?

Accepted Answer

Within 14 days of your withdrawal notice, or of us accepting your return. We may wait until the item is back with us or you've sent proof you've returned it, whichever comes first. Refunds go to your original payment method — we'll email you once yours is issued, though your bank may need a little longer to post it.

Question 7

Do you offer exchanges?

Accepted Answer

Not directly. Send the item back, and once the return is accepted, place a new order for the one you'd like instead.

Question 8

What if my order arrives damaged or wrong?

Accepted Answer

Email us at contact@pomverde.shop as soon as you can and we'll replace it or refund you. Everything also carries the legal guarantee of conformity — at least 2 years, and 3 years for consumers in Spain.

Question 9

Is anything non-returnable?

Accepted Answer

Personalised and custom-made items — including products you customise in our design editor — are excluded from the right of withdrawal. Standard catalogue items keep the full 14 days. If you're not sure which applies, ask us before you order.

Frequently asked questions