Here at Pomelo Fashion, we make every effort to provide you with an enjoyable online shopping experience and we pay close attention to your order and shipping details so we can ensure that you receive a product you are happy with.
However, if you would like to return an item that is unworn, untampered with and in a resalable condition we will happily offer you a refund or an exchange within 28 days of receipt.
If you are a UK customer we will pay the exchange delivery cost to you, however if you are an international customer and would like an exchange, you will have to pay the exchange shipping fees. If this is something you would like to do then please contact us so we can make the arrangements.
How do I return an item?
If you would like to return an item that is unworn for a refund or an exchange within 28 days of receipt, please send us a message with your request. Once we have received your request we will then send you a unique authorisation code. ITEMS RETURNED WITHOUT AUTHORISATION MAY BE DELAYED OR REJECTED.
Please note that the return delivery cost is the responsibility of the customer, as is the item until we have received it. When posting your item back to us, please place your shoe box in an outer bag or box for protection. Please do not stick stamps or sellotape on the shoe box. We recommend that you send your return back via a tracked service as we cannot be held responsible for goods that get lost or damaged in transit. Please keep your proof of postage until we have notified you that we have dealt with your request.
If you are a UK customer and notify us about returning your item under the Distance Selling Regulations within 7 days of receipt we will refund you the original delivery charge. Anything received outside this time bracket will be a refund of the cost of the shoes only.
Once we have received your item back, please allow 1-3 business days for your request to be processed. We try to process returns the same day we receive them but this is not always possible. We will notify you via email once we have opened your parcel and processed your request. If you have requested an exchange, your new item will be shipped out in the next available post and if you have requested a refund this will credited to the original method of payment you used. Please note that all returns will be inspected before any request is processed.
If we find your return to be worn, tampered with or in an otherwise non-resalable condition we will not be able to accept them for a refund or exchange and will have to ask you for a postage payment to send the item back to you. To avoid damage to the item while it is in your care please try them on a carpeted floor only and keep away from pets or anything which may cause a strong odour.
Is there a postage fee for exchanges?
If you are a UK customer, we will pay the exchange delivery cost to you. However, if you are an international customer and would like an exchange, you will have to pay the exchange shipping fees. If this is something you would like to do then please contact us so we can make the arrangements.
Please also note that the delivery charges to post them back to us are your responsibility, as are the shoes until we receive them so we would advise you to send the parcel recorded delivery.
I have received an incorrect or faulty item.
If we have sent you the wrong item or your item is faulty, we must be contacted with photographic proof so we can make arrangements for return postage. If an item is sent back without authorisation and confirmation of the error by a member of our customer service team then we will be unable to refund your return postage.
How do I know when my request (refund/exchange) has been received or processed?
If you have sent your item via recorded delivery, you can track it online to see if we have received it. Once we have received your returned items please allow 2 business days for your request to be processed. When have processed your request we will then send you an email notifying you of this. You should also receive emails from eBay requesting cancellation of the sale and PayPal informing you of a funds transfer.
If you have requested an exchange, your new items will be shipped out in the next available post. In the event where the exchange request is unavailable we will contact you to you aware of this. If you have requested a refund this will credited to the original method of payment you used. Please be aware that if you paid by PayPal they may transfer it straight to your bank account which can take 3-7 working days for the bank to process the payment and update your account.
How long will it take me to receive my replacement?
As soon as we have received your parcel back please allow up to 2 days for us to process your request. Once we have processed your exchange we will notify you and your replacement pair will be sent out in the next available post by Royal Mail Tracked unless you have requested and paid for a faster service.
If you need your replacement pair within a 2 week period, we would advise you to repurchase the pair you need, and to send the original pair back to us for a refund as this will be a much faster process.
The refund I have received is a different amount to what I was expecting.
Please contact us if we have made a mistake in your refund amount, we are truly sorry about the inconvenience and we will do our best to rectify any mistakes as soon as possible.
Unless you are a UK customer and your order has been cancelled under the Distance Selling Regulations, you are usually refunded for the amount of the item only. If the item you received was incorrect or faulty, we will refund your original postage and return postage upon inspection of the item. If you think the amount you have been refunded is incorrect, please contact us and we will investigate your order.
I was incorrectly refunded/ replaced.
We are truly sorry if we have made an error. If you requested an exchange or replacement pair and we have issued a refund instead, this is something we may do if the item is unavailable. If you have sent back a return with no returns form or note indicating what you would like, we will issue a refund.
Please contact us and we will do our best to rectify the situation.
Where is my refund?
If you have received an email from us telling you your refund has been processed and you have not received any money within a week, there may have been a technical glitch preventing the payment from going through. Please contact us at firstname.lastname@example.org if you have not received your refund and we will investigate this as soon as possible.
If you require further information on returns please contact our Customer Service team (Click Here)