FAQ'S

After we receive your email, we will get back to you with a (human) response as soon as possible, and this should take no longer than 24 - 48 hours.

If you still haven't received our email after 48 hours, we suggest that you:

1. Ensure you send to the correct email address (service@pommely.com) and your inbox can receive emails.

2. Please check your spam/junk folder as the email may be there.

3. Please whitelist our email address.

4. We are also available on social media:

Titok: Pommely_official

Facebook: Pommely

Instagram: Pommely.official

The delivery timeframe consists of two parts:

Processing Time: 1-2 business days

Shipping Duration: 6-12 working days

Once your order has been shipped, you will receive a confirmation email with a tracking link to follow your package's journey. If you have any questions or need assistance, please reach out to us at service@pommely.com

You'll receive a shipping confirmation email once your order has been shipped. You can click on the tracking link in the email to view the updated status of your package. You can also email us at: service@pommely.com to get information on your order.

Please email us at service@pommely.com as soon as the order is placed and our customer service team will try to accommodate any changes before the order is packed for shipment. Please note that this is not always possible. Once the items have been shipped, we're sorry but we can no longer cancel or make any changes to the order.

Step 1. Add the desired item and quantity to your shopping cart.days

Step 2. Click the shopping cart icon.

Step 3. Review your order and click Checkout.days

Step 4. Sign in or Register. (optional)days

Step 5. Confirm your shipping details and payment method, and complete the payment.

Our size guide is a general guideline for recommending what size we think is best, but keep in mind that some pieces might fit differently depending on the styles, such as oversized sweatshirts and T-shirts which run bigger than the general guidelines. If you have any questions about specific measurements please contact us so we can make sure you're satisfied with your decision.

Tracking updates can be delayed when the parcel is:

1. In long distance international shipping, updating parcel tracking details usually take 30%-70% of the estimated shipping time.

2. Going through local customs clearance procedures.

3. At the post office sorting center.

4. Held up by uncontrollable factors, such as bad weather, postal backlog, shipping restriction caused by the Pandemic etc.

Please be assured that a delayed update on the tracking of your order does not usually affect its delivery time. If the tracking is stuck for more than 7 days, please contact us.

Please confirm your shipping address information listed on the confirmation letter in case of a wrong delivery. If the address information is correct, we request you to contact logistics company first as this is the most efficient way to locate your parcel and arrange re-delivery.

Below are some steps and suggestions on how you can solve this issue:

- Check if the shipping address of your order is correct;

- Check your mailbox or ask your neighbors whether they have received the parcel on your behalf.

- Wait 48 hours. In rare cases, packages may say delivered up to 48 hours before arrival.

- If you still haven't received the item in 3 business days please contact us.

Basically, once your items are delivered, we are not liable if they are stolen, lost or damaged. If your tracking number shows that your package was delivered but you did not receive it, please allow an additional 1-3 days for delivery before contacting your local carrier for more information.

Pommely is not responsible for any failed delivery attempt caused by negligent behavior of customers. Negligence includes but is not limited to, refusal of shipment confirmation and incorrect consignee's information (such as order address, contact number, or consignee's name). In this case, we are unable to file a refund for you.

We accept Visa, MasterCard, American Express, Maestro, PayPal, Apple Pay.

Kindly note only one code can be applied per order at checkout. Either a 'xx%/ $xx off' discount or a store credit. You may keep the other code for your future purchase. Usage is also subject to the terms and conditions of the discount code.

You have a maximum of 30 days from the date you've received all your purchased items in the same order to submit the return request.

- Step 1: Submit return request Log into your account, select the relevant order, tick the items you decide to return, then submit a return request. Once the return request is submitted, our team will respond within 24 hours. (if you don't have an account, sent us an email at: service@pommely.com).

- Step 2: Pack and mail back your items We’ll send you the instructions on how and where to send your items if your return is accepted.

- Step 3: Refund We will process your refund within 5 business days after receiving your return and refunds will be issued to the original payment method. You will receive an email to confirm once the refund has been completed. Don’t forget to keep the return receipt from the courier until your refund has been processed.If you're unable to submit the request, please reach out to us at service@pommely.com, with the order and item details. If there are quality issues, please provide images of the exact faulty parts of the items that need to be returned.

The return shipping fee must be covered by the customer, unless the original products are defective.

Please contact us ASAP. Email us with your order number, detailed information and provide pictures regarding the problem if necessary.

Unfortunately, we don’t offer exchanges at the moment, but you can place a new order and initiate a return. Your refund will be processed as soon as we receive the returned package.

We will process your refund within 5 business days after we receive your return and refunds will be issued to the original method of payment. You'll receive an email to confirm once the return has been completed.

1. We will accept returns in their original condition within 30 days of delivery, except for any products labeled on the site as non-returnable.

2. All returned products must be unworn, unwashed, and in their original condition with product tags and hygiene liners attached.

3. The matching set cannot be returned separately.

4. If your order has been paid through Store Credit only, please note that all products will become Final Sale and not eligible for return or refund.

Our swimwear comes with a removable hygiene liner to ensure your safety. Due to sanitary reasons, we will only accept a return if the hygiene liner is still attached. Please try on your swimwear items over your underwear without removing the hygiene liner.

Unfortunately, we do not accept worn, washed or damaged items that are missing the original tags.

This may be due to the following reasons:

1. Shipping fees are nonrefundable

2. All transactions on our store are processed in BRITISH POUND'S (IB). The final charge on your statement may vary due to exchange rate fluctuations or currency conversion fees applied by your bank or payment provider. Both payments and refunds are processed in EU, so the billed amount may differ based on your bank's exchange rate at the time of the transaction.Please email us at service@pommley.com. if you have any further questions.