Refund policy

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 sending the items back to 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.

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, European Union, Switzerland, UK, and U.S.A.:
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.

Rest of the World:
For all other countries, return shipping and local custom duties are at the Customer’s expense.
You may choose your preferred courier according to your location and the policy stated on our website.

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 exchange for 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 exclusively through the procedure and couriers indicated by Pomme d’Or.
Shipping and duty cost policies covered by POMME D’OR do not apply to returns sent through other channels and may therefore be refused.

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.

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. European Union, UK, Switzerland and U.S.A.
Attach the pre-paid shipping labels directly onto the shoebox covering the previous shipping label.

For all other countries.
Provide at your expenses a new shipping label to be attached directly onto the shoebox covering the previous shipping label.

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 all other 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

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.

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 will not be entitled to a refund 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.