Returns and exchanges
We will issue a refund for any unused items returned in their original packaging and with all product labels intact within 30 days of receipt of your order. You have also a right to exchange the items you have ordered to another size. If you return the whole order, we will issue a refund for the sum of the items and delivery costs. We accept returns for items ordered at Ponsseshop.com only.
If you note a defect with the item, please contact our customer service to investigate the matter.
If you want to exchange an item to another size, please issue a return request by logging in to your account. Please inform us about the item to be exchanged and the desired new size in the comment field. You may also send the return request via email at firstname.lastname@example.org.
Exchanges are processed approximately within a business day and we will inform you via email. Please do not send the items before our confirmation.
Return process guide
We only accept unflawed, new and marketable items to be returned or exchanged. Products must be accompanied by product labels and returned in their original packaging. We do not allow products that have been used, washed, soiled or with pet hair for return. Items may be fitted and the characteristics examined as it would be possible in a physical store. Please do not make markings on the original packaging of the items. In case the item has been used or the original package has been damaged, the return will not be accepted. In such cases, we will return the item/items to the customer.
Please inform us about the return. Complete the online shop return form by logging in Log in to your account, or use the online return form here.
Please log in using the order number, your email address and post code to review your order. Select the item to return, quantity, item status, reason to return and add it to the return. Please complete the steps for all items to be returned. Include a photo of the product, if necessary. Send the return form.
We will process your return request within approximately a business day and issue a return authorisation. Please wait for the return authorisation and shipping instructions before shipping any products.
We will issue a refund for the price of the returned items when we have received and processed the return shipment. Normal processing time for returns is approximately two weeks, however, during the busier periods such as Christmas it may be longer. Refunds are issued to the payment method you chose when the original order was placed.