RETURNS POLICY POMME D’OR

You may return part or all of your order within 14 days of receipt.

To do so, please send your request by email to contact@pommedor.store.

Our Customer Service will be pleased to assist you throughout the process.

As a Customer, you have the right to return Product(s) from your Order, without penalty and without the need to specify a reason, by notifying ERCOLI S.r.l. within fourteen (14) days from the delivery date.

Before Requesting a Return

We recommend that you try the item indoors on a soft surface to avoid damaging the sole.

Please note that returns cannot be accepted for worn items or for those showing signs of use, especially if used outdoors, subject to applicable consumer rights.

If you wish to return your purchase within 14 days of receipt, please use the original packaging and shoebox to ensure the product’s protection during transit.

Submit a Return Request by contacting our Customer Service at contact@pommedor.store or through the Contact Form available on our Online Store.

Return Shipping Terms

Italy and European Union

Returns are free of charge if you use the courier indicated by our Customer Service.

Upon approval of your return request, you will receive a prepaid return label by email.

Please attach it to your parcel and hand it over to the courier specified in the same message.

Switzerland, UK, and U.S.A.

For orders placed before October 15, 2026, returns remain free of charge if you use the courier indicated by our Customer Service. Upon approval of your return request, you will receive a prepaid return label by email.

For orders placed on or after October 15, 2026, return shipping costs and any applicable customs duties, taxes, and clearance fees are to be paid by the Customer.

Rest of the World

For all other countries, return shipping costs and any applicable customs duties, taxes, and clearance fees are at the Customer’s expense.

You may choose your preferred courier according to your location and the policy stated on our website.

For All Countries Outside the European Union

Contact Customer Service before arranging your return. For orders placed on or after October 15, 2026, the Customer is responsible for return transport and any applicable customs-related charges. Follow the shipping and customs documentation instructions provided to avoid delays and unnecessary charges.

If any such charges are billed to or paid by Pomme d’Or or ERCOLI S.r.l., including charges invoiced after the returned goods have been received, the Customer remains responsible for these costs. Where permitted by applicable law, documented charges may be deducted from any refund still due or recovered separately if the refund has already been processed.

These new conditions do not apply to orders placed before October 15, 2026, which remain subject to the return policy in effect at the time of purchase. They do not affect statutory rights relating to defective or non-conforming products.

Conditions for Returns

You have 14 days from receipt of your order to request a return.

Returns are accepted for refund only.

If you wish to order another size or model, please complete a return and place a new order.

Each order can have only one return request.

To apply the POMME D’OR Return Policy, returns must be made following the procedure indicated by our Customer Service. For free returns, the courier designated by Pomme d’Or must be used. For returns where shipping costs are the Customer’s responsibility, the Customer may independently choose a courier, provided that Customer Service is contacted beforehand.

Free return shipping conditions offered by POMME D’OR apply exclusively to shipments made through the couriers designated by our Customer Service. Any return shipments independently arranged by the Customer remain at the Customer’s expense, subject to applicable consumer rights.

Returned items must be unused, unworn, unwashed, and unaltered, with all original tags, accessories, and packaging, including the original shoebox (which must remain undamaged).

Customized or personalized items cannot be returned, except where otherwise required by applicable law.

In case of defective or incorrect products, please contact us before proceeding; photographic evidence may be required prior to authorization.

Return Procedure

After submitting your return request via our Contact Form or by email at contact@pommedor.store, and receiving confirmation of eligibility from our Customer Service, please prepare your return as follows:

Place the item(s) in the original Pomme d’Or shoebox and outer shipping box.

Do not attach shipping labels directly onto the shoebox.

For Italy and European Union

Attach the prepaid shipping label to the outer shipping box, covering the previous shipping label.

For UK, Switzerland, and U.S.A.

For orders placed before October 15, 2026, attach the prepaid shipping label provided by our Customer Service to the outer shipping box, covering the previous shipping label.

For orders placed on or after October 15, 2026, return shipping costs and any applicable customs charges are to be paid by the Customer. The Customer must independently arrange return shipping with a courier of their choice, after contacting Customer Service for the necessary instructions.

For All Other Countries

Arrange a new shipping label at your own expense and attach it to the outer shipping box, covering the previous shipping label. Please contact Customer Service before arranging the shipment.

For Italy

Deliver your parcel to a Punto Poste drop-off point (not a standard Poste Italiane office).

You can find the nearest location by searching “Punto Poste” on Google.

For European Union Countries (Except Italy)

Deliver your package to a UPS Service Point.

Find your nearest location here:

https://www.ups.com/us/en/business-solutions/pickup-dropoff-options

For Countries Outside the European Union

Please follow the return shipping instructions provided by our Customer Service.

Refunds

Once the returned product has been received and inspected, Pomme d’Or will verify that it matches the condition in which it was originally delivered.

If confirmed, the refund will be issued for the amount paid for the order, net of any outbound shipping costs, where applicable and permitted by law.

Refunds will be made to the original payment method within 14 days of receipt of the returned products or of proof of shipment (whichever occurs first).

You will receive an automatic confirmation email once the refund has been processed.

Please note that bank or card processing times may vary.

If the returned product is found to be not intact, damaged, or otherwise altered, Pomme d’Or reserves the right to refuse the return in accordance with our policy and applicable law.

In such cases, the Customer may not be entitled to a refund, where permitted by applicable law, and may contact Customer Service to arrange the pickup of the item.

Defective or Incorrect Items

If a product is delivered with significant defects not caused by the Customer, Pomme d’Or will replace the product at its own expense, or, if replacement is not possible, issue a full refund of the order amount.

Important Notes

Returns that do not comply with the above conditions may be refused and returned to the Customer at their expense, subject to applicable consumer rights.