FAQ

Ordering, delivery and orders

Can I order over the phone or by e-mail?
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. 

Can I edit my order after it has been placed?
Unfortunately, you cannot edit your order. The reason for this is that your order is processed immediately after we receive it, in order to offer you the best possible service. 

The product I want to order has been sold out - will it be back in stock? 
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 in the web shop 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.

I'm about to order, but I'm unable to select the size or colour is there an error on the page?
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. 

Will the products I order always be delivered?
Yes! The items you see on the website 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 log in to My Page and check the invoice. The invoice will show why we have been unable to deliver this style to you, and we have reduced the amount of your order accordingly. 

How long does delivery take?
 We strive to deliver your items within 10 working days.

The current delivery time can be found under Shipping and delivery.

 How much does delivery cost?
Regardless of the size and weight of your order, shipping to EU countries costs EUR 15.00, and EUR 28.00 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. 

What does it mean where it says "Invoiced" about my order on My Page?
Your order has been processed and you will find your invoice as a PDF file on My Page.

When your order has been dispatched from our warehouse, you will receive an e-mail giving you a track & trace number, allowing you to follow your parcel. 

What does it mean where it says "Pending" about my order on My Page?
Your order is registered in our system, but has not yet been processed.

What does it mean where it says "Being processed" about my order on My Page?
Our warehouse is now processing your order.

Please note that our customer service is unable to stop your order. 

What is the quickest way to find a particular item or product group in the Online Shop?
Type the name of the item in the "Search" field in the top right-hand corner. 

How do I log in to My Page?
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.

Can I contact Customer Service and merge two orders?
Unfortunately, our Customer Service is unable to help you merge orders. 

I have a complaint, what should I do?
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.  


Regretted purchases

Can I get a refund if I change my mind?
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. 

 Do I have to pay to return items that I wish to exchange?
You are required to pay for shipping costs associated with the return of goods. 


Exchanges

Can I use the Exchange function on My Page for promotions and sales?
During sales and other promotional periods, it will not be possible to use our Exchange function on My Page. If you wish to exchange your promotional or sale items, simply return them with the attached return receipt/prepaid return label. Meanwhile, place a new order, subject to applicable shipping terms, for the item you want to exchange for. That way, you get your new item delivered faster, and make sure that the item is not sold to someone else in the meantime.

Can I exchange some of my items?
Should you want to exchange your purchase, any item can be returned within 14 days from when you receive the item. Exchanges are conducted in different ways, depending on whether you were logged in when you placed the order.  Both ways let you place a replacement order quickly, ensuring that the desired item is not sold out in the meantime. Read more about Exchanges here.

Concept

Why can't I find your clothes in any stores?
Our clothes are not sold in stores, but exclusively through our Shopping Advisors in selected countries and here in the Online Shop. 

Is POMPdeLUX a Danish brand?
Yes! You can read more about POMPdeLUX here:

» About POMPdeLUX

How can your child become a POMPdeLUX model?
At POMPdeLUX, we collaborate with modeling agencies. If your child wants to be a model, you should contact a modeling agency.