Legal
Refund Policy
Returns
You have 14 days from the day you receive your order (the last item, if it arrives in more than one shipment) to return an item or cancel your purchase, without giving a reason.
You may examine an item as you would in a shop — trying a garment on, for example. Please 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 with the tags removed, we can no longer sell it as new. In that case we will reduce your refund to reflect the loss in value, and we will explain the deduction to you. Returning an item in that state does not cancel your right to return it — it only affects how much you get back.
To start a return, contact us at . Once we've received your request, we'll send you a prepaid return label, the return address and instructions within 2 business days. Return shipping is free. Please contact us before posting anything back, so we can send you the prepaid label and the correct return address: parcels sent without contacting us first may be delayed or lost in transit, and we can only cover return postage for returns sent with our prepaid label.
Right of withdrawal
As a consumer in the EU you have the right to withdraw from your purchase within 14 days without giving any reason. The period expires 14 days after the day you (or a third party you name, other than the carrier) receive the last item in your order.
To exercise it, tell us in a clear statement: an email to is enough, or use the model withdrawal form at the end of this page. To meet the deadline, send your message before the 14 days expire. We'll reimburse all payments received from you, including standard delivery costs (excluding any extra cost if you chose a delivery option other than our cheapest standard delivery), within 14 days of being informed, using your original payment method and at no cost to you. We may withhold the refund until we've received the item back or you've given us proof you've sent it, whichever comes first. Send the item back within 14 days of telling us; we pay the return shipping. You're only responsible for any loss in value resulting from handling beyond what's needed to establish the item's nature, characteristics and function.
Damages and issues
If your order arrives defective, damaged or wrong, email us at as soon as you can and we'll replace it or refund you. All products also come with the legal guarantee of conformity (minimum 2 years; 3 years for consumers in Spain): if an item isn't as it should be, you're entitled to have it repaired or replaced free of charge, or, if that isn't possible or doesn't fix the problem, to a price reduction or a refund. This is on top of the 14-day right of withdrawal.
Non-returnable items
Personalised and custom-made items, such as products you customise in our design editor, are excluded from the right of withdrawal and can't be returned (Art. 16(c) of Directive 2011/83/EU). Standard catalogue items still have the full 14-day right. If you're not sure which applies to an item, ask us before ordering.
Exchanges
We don't offer direct exchanges. Return the item, and once the return is accepted, place a new order for the one you'd like instead.
Refunds
For withdrawals, we'll refund you within 14 days of your withdrawal notice, though we may wait until we've received the item back or you've given us proof you've sent it, whichever comes first. For other returns, we'll refund you within 14 days of accepting the return. Refunds go to your original payment method. We'll email you once the refund is issued; your bank may need extra time to post it. If more than 14 days have passed and your refund hasn't arrived, contact us at .
Contact & complaints
Questions or complaints: . For cross-border disputes, EU consumers can also use the European Consumer Centres Network (ECC-Net).
Model withdrawal form — (complete and return only if you wish to withdraw from the contract)
To: Nicoleta Maria Coca (Pomverde Shop), Calle de San Martín 8, 1A, 28320 Madrid, Spain — I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
- Description of goods: **__**
- Ordered on / received on: **__**
- Order number (optional): **__**
- Name of consumer(s): **__**
- Address of consumer(s): **__**
- Signature of consumer(s) (only if this form is notified on paper): **__**
- Date: **__**