FAQ
ORDERING, DELIVERY AND ORDERS
No, unfortunately this is not possible as payment must be made when creating an order.
However, making a purchase in our Online Shop is perfectly safe. Our ordering system is PCI certified – a worldwide security standard developed by Visa and MasterCard.
You are welcome to contact our customer service if you are unsure how to order online.
It is possible to change your order, if we did not pack your items already. Therefore, you should immediately contact customer service with your change (We recommend that you call us). However, we cannot guarantee that we can make the change, if your order has already been packed and prepared for shipping. We can help you change to a different colour/size or another item in the same price range.
As a rule, none of our products are produced again, why we do not sell as backorders. However, you may be so lucky that the style you are looking for is returned, thus becoming available for sale online again. Sign up for our "Let me know if the item is back in stock" function below the desired style, and we will send you an email if the item comes back in stock.
Unfortunately, we cannot reserve a particular item for you.
No, this is simply because the item is sold out.
If you are unable to select a size or colour for that style, it is because it is sold out.
Yes! The items you see online are all items we have in stock. However, we accept no liability for:
- Items that are sold out
- System errors
If any items are missing from your order - please contact our customer service.
The current delivery time can be found under Shipping and delivery.
When you buy for more than 200 EUR, you have the opportunity to get free Shipping. Shipping to EU countries costs EUR 14,99, and EUR 29,99 to non-EU countries.
All orders are sent through DHL/the Danish National Postal Service or parcel post. Track and trace numbers are generated, allowing both you and us to follow the parcel until delivery takes place.
Your order is registered in our system, but has not yet been processed.
Our warehouse is now processing your order.
Your order has been shipped from our warehouse. Track & trace number has been sent to your mail.
Please note that our customer service is unable to stop your order.
Type the name of the item in the "Search" field in the top right-hand corner.
If you are already a POMPdeLUX customer, simply enter your username (your e-mail address) and password.
If you are a new customer at POMPdeLUX, click on the Become a customer link and fill in your details. Then enter a personal password of your choosing in the "Password" field.
Unfortunately, our Customer Service is unable to help you merge orders.
At POMPdeLUX, quality is central to everything we do, but should you, contrary to expectation, experience errors or defects in a product, your purchase is covered by the Sale of Goods Act.
Please contact us via our Complaint Form, as soon as you discover the error.
If, by mistake, we sent you the wrong item relative to your order on POMPdeLUX.com, simply return the item to us, and we will send the correct item to you at no additional charge. If the item is sold out, we will return the full amount to you. In case of wrongly delivered items, return shipping is, of course, free. Simply follow the same procedure as for returns.
If you received your order and an item is missing, please contact customer service. We will then investigate the matter as soon as possible.
RETURN OF CHRISTMAS GIFTS
You can return and get refunded for Christmas gifts bought after November 1, 2023. Christmas gifts can be returned until January 10, 2024.
Use the return form that you received with your order. Fill it out and enclose it with the goods so we get the buyers details. We can only refund money to the original payment method.
If you want to exchange the item you received as a Christmas gift to another item, you must place a new order. Please note that you will be charged a shipping fee for returning both the Christmas gift and the new item.
FREE PRODUCT
Unfortunately there is no warranty on "Free Product" from POMPdeLUX.
If you are returning the entire order, the "Free Product" must also be returned. If you choose to keep the "Free Product", we reserve the right to deduct the product’s value from the amount reimbursed. If only part of the order is being returned and the conditions of the chosen "Free Product" are no longer met, we also reserve the right to deduct any difference between the original value of the "Free Product" and the new actual value.
REGRETTED PURCHASES
If you wish to return an item, you have 14 days from the day of receipt to return the item. Read more in our Terms and Conditions.
You are required to pay for shipping costs associated with the return of goods.
The item must be returned with its tags and in the same condition that you received it in, if you wish to receive a full refund. We will always return your money to the same means of payment that you used to pay for your goods.
This is how you do it
The plastic bag in which you received the goods is designed for easy reuse when returning items. So there is no need for you to buy expensive packaging to return your items – benefitting both you and the environment.
When you wish to return or exchange an item, simply fill in the returns form, which can be found in My Account. Package the item securely, include the returns form, and send the parcel back as soon as possible, and within 14 days. The bag should be sent as parcel post, and can be dropped off at the post office. Please note that you remain responsible for the parcel/goods until we receive them. Always keep proof of postage receipts, and, if applicable, tracking numbers. Please note that we do not accept parcels sent as cash on delivery.
You are required to pay for shipping costs associated with the return of goods.
FREE SHIPPING OPTION
Unfortunately, it is not possible for us to do an exchange of your order. Instead we recommend that you instantly order the new product, to prevent it from being sold out. If you were logged in when you placed your order, you have access to use the Free shipping option-function on My Page within 14 days after you received your order. The product/products you do not want should just be returned as normal.
Read more about Free shipping option here.
During sales and other promotional periods, it will not be possible to use our ‘Free shipping option’-function on My Page.
CONCEPT
Our clothes are not sold in stores, but exclusively through our Brand Ambassadors in selected countries and here in the Online Shop.
Yes! You can read more about POMPdeLUX here:
At POMPdeLUX, we collaborate with modeling agencies. If your child wants to be a model, you should contact a modeling agency.
POMPDELUX CUSTOMER
It’s FREE to create a profile on POMPdeLUX and an easy route to a wide range of benefits.
Benefits of using your login on POMPdeLUX:
- You can view your purchase history, check order status and track your orders
- Free shipping on replacement order
- You can print the return form and return label – if you have lost these from your shipment
- Store your personal favourites so you can quickly and easily find your favourite styles
If you wish to delete your profile, please contact our customer service, who will ensure that your data is deleted permanently. You can contact our customer service by phone or via the support form, which you will find in the bottom right corner.
If you also want to unsubscribe from our newsletter, this can be done via a link in the newsletter.