When will my order be shipped?

Your order will be shipped within 2 business days, unless otherwise communicated by Pockwear in advance. This may be the case, for example, with a pre-order.

What are the shipping costs?

Shipping within the Netherlands

If the size and weight allow, we send your order as a tracked letterbox parcel. If your order does not fit in a letterbox parcel, we use standard parcel shipping.

• Letterbox parcel: €3.95.
• Standard parcel shipping: €5.95.
• Shipping within the Netherlands is free for orders of €100 or more, excluding shipping costs.

Shipping within the EU

• We ship your order within the EU using parcel delivery with track en trace.
• During checkout, the shipping costs are automatically calculated bases on the total weight of your order and the destination country.

If the country you want to ship to is not listed, please contact our customer service at [email protected] to discuss the available options.

Returning an order or exercising your right of withdrawal

Returns within 28 days

You can return your order within 28 days of receipt. You must register your return within this period and hand the parcel to the carrier no later than day 28. The items must be free from signs of use and stains. If the returned items do not meet these conditions, we unfortunately cannot accept the return.

Statutory right of withdrawal

In addition to our 28-day returns period, you have a statutory right of withdrawal as a consumer. You may withdraw from the contract within 14 days of receiving your order without giving a reason. After notifying us of your withdrawal, you have a further 14 days to send the items back.

How much does it cost to return an order?

• You are responsible for the direct cost of returning the items. You bear the risk and the burden of proving that you have exercised your rights under our returns policy correctly and within the applicable time limits.
• Return shipping costs depend on the shipping method and the country from which you send the parcel. You can purchase a return shipping label through our MyParcel portal or choose your own carrier.

How can I return all or part of my order?

Step 1 Register your return

a. Using the returns and withdrawal form

• Complete the returns and withdrawal form and include it in your return parcel. You can also register your return through your customer account, as explained below.
• You can use this form to exercise your statutory right of withdrawal. You may also notify us of your withdrawal in any other clear and unambiguous way.
• We will then make sure your return is registered in your customer account.

b. Via your customer account

To register a return through your customer account, you must be a registered customer. If you placed your order as a guest, create an account using the same email address you used for your order.

1. Log in to your Pockwear customer account.
2. Go to “My orders” to see your recent orders. Click “View” next to the order containing the items you wish to return.
3. This opens the order overview. Click “Return items” at the bottom of the page to create a return.
4. On the next page, select the items you wish to return by choosing the quantity from the relevant drop-down menu. Leave the quantity at 0 for any items you wish to keep.
5. Next, indicate why you are returning the items. Under “Reason” and “Action”, select from the available return reasons and options. You can also add a comment if you wish.
6. Click “Submit” to register your return with us.

Step 2 Send the items back

Pack the items carefully, using the original packaging if possible. The original packaging is not required to exercise your statutory right of withdrawal.

a. Via our MyParcel portal

1. Sign in to the MyParcel portal using the tracking number for your original delivery and your postcode. We sent you the tracking number by email.
2. Create a return shipping label in our MyParcel portal.
3. When you hand over the parcel, request a digital or printed proof of postage and keep it until we have processed your return.

b. Using a carrier of your choice

1. Choose a carrier.
2. Affix sufficient postage to the shipment
3. We recommend using a tracked shipping service.
4. Send the parcel to the return address below.
5. Request a digital or printed proof of postage and keep it until we have processed your return.

What is the return address?

Pockwear, Ensingwijk ZZ 33, 7887 EZ, Erica, The Netherlands

This address is not open to visitors.

Exchanges

• Return your items using the instructions above. In the meantime, you can place a new order for the items you would like, so you receive them as soon as possible.
• Your new order will be dispatched within two working days. Once we receive your return, we will refund the corresponding amount.

Received a faulty or incorrect item?

If an item is faulty or you have received the wrong item, please create a support ticket in your Pockwear customer account or contact us at [email protected]. We will discuss how to resolve the issue and how to return the item if necessary.

Refunds

• If you return your entire order, we will refund all payments received from you, including any delivery costs charged by Pockwear. If you return only part of your order, we will refund only the purchase price of the returned items. Return shipping costs are always your responsibility.
• Delivery costs are refunded up to the cost of our least expensive standard delivery option. Any additional costs incurred by choosing a more expensive delivery method are your responsibility.
• Once we have received the returned items, we will issue your refund as soon as possible, and no later than 14 working days after you registered your return.
• If your parcel has not reached us within 14 days, we can only issue a refund if you provide proof of postage showing that you sent the return within 28 days of receiving your order.
• We will use the same payment method you used for your purchase, unless you expressly agree to a different refund method. You will not be charged any fees for the refund.