Return/Exchange policy

At Pomel, every item is made to order—crafted individually when you place your order. This approach allows us to deliver unique, high-quality designs while avoiding mass production waste. Because of this process, we do not accept returns or cancellations once an order has been placed.

Why We Don’t Accept Returns

  1. Made-to-Order Production

    • Each piece is produced specifically for your order and cannot be resold as new once it leaves our facility. This helps us maintain quality, reduce waste, and keep prices fair for all customers.

  2. Health & Hygiene Standards

    • In line with strict health guidelines introduced during COVID-19 (and maintained for ongoing safety), apparel items cannot be re-circulated once delivered to a customer.

  3. Shipping & Handling Costs

    • Two-way shipping for returns—especially for heavier apparel—would significantly increase operational costs, which would force us to raise prices across our store.

Exchanges

  • Size Exchange Window: We offer a one-time size exchange for unworn, unwashed items in their original packaging within 7 days of delivery.

  • Customers are responsible for shipping the item back to us, and a replacement will be produced and shipped once the original item is received and inspected.

Damaged or Incorrect Items

If your order arrives damaged or with the wrong design, contact us within 48 hours of delivery with:

  • Your order number

  • Clear photos of the product and packaging

We’ll make it right at no additional cost to you.

CUSTOMER IS RESPONSIBLE FOR ALL SHIPPING COSTS TO RETURN ITEM(S) TO POMEL. WE ACCEPT ONLY EXCHANGES IF THE ITEM(S) IS DEFECTIVE OR ARRIVED DAMAGED AT THE DELIVERY. REFUND WILL BE IN STORE CREDIT IN THE FORM OF A POMEL GIFT CARD. AS SOON AS RECEIVE THE RETURNED ITEM(S), THE REPLACEMENT WILL BE PROCESSED IMMEDIATELY OR GIFT CARD WILL BE EMAILED DIRECTLY TO THE CUSTOMER.

IN CASE OF A REFUND, THE PROCESS TAKES 1-3 BUSINESS DAYS.
ERRORS MUST BE IDENTIFIED WITHIN 7 DAYS OF RECEIPT, OTHERWISE YOUR ORDER WILL NOT QUALIFY FOR A REFUND OR EXCHANGE. (REFUNDS DO NOT INCLUDE SHIPPING FEE)