Returns and Exchanges
I would like to return or exchange* an item that does not suit me.
*Exchanges are only possible if you wish to get a different size or color of the same item.
Step 1: Please make sure that you meet the following conditions:
- You have 14 days following the reception of your package to return it to us.
- Labels must be attached to the item the same way as received.
- The item has to be in its original packaging.
Step 2: Contact us by email at firstname.lastname@example.org to obtain your return form which will need to be completed and included in your package.
If you cannot print the document, please write down the elements listed on the form on a paper sheet and simply include it in your package.
Make sure that the following information appears on this sheet: your votre order number (Example: TP1234), names of the returned items, as well as what you wish to obtain from the return (refund, voucher or exchange with a different size/color).
Step 3: Please send the items you wish to return to the address indicated on the return form.
Clearly mention on the form whether you would like a refund, exchange or a gift voucher. All returns are at the expense of our customers.
Items must be returned in their original condition. Any items that have been washed or worn (without the label) cannot be returned or refunded.
Step 4: As soon as we receive the items, they will be inspected and according to your request we:
- Refund your items: you will receive an email to confirm the refund of your order.
- Exchange your items: Items will be exchanged by those indicated on your return form, you will receive an email confirming the exchange as well as a new order number.
The Ponchos reserves the right to refuse returns sent or communicated after the delay of return, or articles which are not in the same condition as when they were received.
Once the return is approved, you will be refunded through the same payment method used to make the purchase..
The maximum refund delay is of 10 days.
Please note that the refund delay on your bank account always depends on your bank.
I wish to return an item that is defective
First of all, be assured that The Ponchos is very rigorous and attentive to the quality control of its products.
However, it is possible that a defect may have been overlooked, and therefore we sincerely apologize, but no worries, we will find a solution.
Step 1: Send us a complaint by e-mail to email@example.com accompanied by photos of the defect(s).
Please do not remove the labels or wash a stained or defective item before having informed us, at the risk that your claim cannot be taken in consideration.
Step 2: Your request will be processed by our team within a maximum of 48 hours (excluding Sundays and public holidays).
Afterwards, you will have several options to choose from:
- Refund of the defective item
- Replacement of the article, if we still have it in stock
- Receive a voucher that can be used throughout the entire store.
Happy customers are our greatest reward, and we will always do our very best to make sure you enjoy your shopping experience in our online store!