Please read these terms and conditions with care prior to purchasing from this shop. By making a purchase, you signify your assent to these terms and are bound by them. If you do not agree to the terms detailed on this page and our other shop pages, please do not make a purchase.
If you have any questions or concerns we are available to contact every weekday (excluding bank or public holidays) via eBay message or email.
1. General Terms
Before purchasing your item please take the following into consideration:
1. a) Colour
There are thousands of different monitor makes and millions of different monitor settings, it is unfortunately not possible to have a colour show up exactly the same on all screens. Although we have made every effort to account for colour differences across monitors, we cannot be held responsible for colour variations.
1. b) Alterations
Any items altered after purchase are no longer eligible for return. If you are planning to embellish or change the item from its original condition, make sure you are completely satisfied with the item before making the change as it cannot be returned after alteration. Wearing the shoes changes the item from its original condition.
1. c) Embellished Products
The diamante/studs on the shoes have been hand worked/stitched. They are delicate and only functional as a visual decoration. Although every effort has been made to attach them securely it is possible that a diamante or stud will come off or arrive missing.
With diamante, generally there are replacements included in the box with the shoes but if not we are happy to send more through the post if we have them available.
1. d) Heeled Footwear
In heeled shoes and boots, heel tips are removable. This is because in heels all the pressure from walking is concentrated on to that tiny area. The smaller the heel tip, the greater the possibility for rapid wear on the heels. It is important that the wearer checks the heel tips regularly and replaces them before they wear through to the heel itself. Once it's been worn through to the heel this may cause irreparable damage to the shoe. The wear of the heel tips is natural and expected. We will not consider wear to the heel tips to be a fault and we do not accept responsibility for any damage caused to the shoe by the heels not being properly maintained by the wearer.
1. e) Sizing
We want our customers to be happy with their items and keep the need to return as low as possible. We pay close attention to our products and return reasons. If we find an item not to be a standard fitting we will note it in the listing description, so this should always be fully read before purchase to avoid unnecessary returns. If an item does not fit this is not considered to be a fault and return postage remains the responsibility of the buyer in these cases. If you are unsure about the size please contact our customer service team before purchase for advice.
Please remember that our items are fashion items designed to fit average sizes and are not individually tailored to fit. Everyone has different sized and shaped feet and due to this there is no guarantee your normal size will fit.
Due to this we cannot take sizing issues on a case by case basis and can only consider the sizing to be wrong if it does not fit a majority of customers.
If we find that an item fits the majority of our customers we will not consider the sizing to be wrong and will not be able to accept responsibility for a non-fitting item.
1. f) Shipping and Delivery
We have a varied range of delivery methods to suit all needs. Within the UK we use Hermes. If you are not available to accept the parcel Hermes can deliver to a neighbour or leave the item in a secure location. If you are not happy to have a neighbour accept the parcel or have it left in a safe place then do not use this service. We also have a signed for service available where the item will only be released with a signature (Royal Mail Special Delivery).
Shipping terms continued below.
1. g) Weather
Unless otherwise stated, our products are not waterproof as they are designed for fashion.
Customers should avoid wearing faux suede or suede products in rain as it can damage the material if not properly treated by the customer.
1. h) Shoe Box or Packaging
We do not class damage to the shoebox as a fault as it is intended for protection of the product during transit and storage only, and the condition of the box is not part of our advertisement. Please also note that eBay's conditions to meet "New in box" are that the item is in its original box or bag. Some items, although listed as new in box, may arrive polybagged as this is its original packaging.
2. Placing An Order
You as the customer are responsible for ensuring the order details are correct and complete before placing the order. This includes but is not limited to: item colour, item size, address details, shipping method.
All orders are final and cannot be amended or cancelled after payment is made.
We do not accept any responsibility for shipment delays, costs incurred or any inconveniences due to incorrect order details being confirmed by the buyer during checkout.
3. Returns / Cancellations
3. a) General Returns
Here at Pomelo Fashion, we make every effort to provide you with an enjoyable online shopping experience and we pay close attention to your order and shipping details so we can ensure that you receive a product you are happy with. However, if you would like to return an item that is unworn and in a resalable condition we will happily offer you a refund or an exchange within 28 days of receipt.
Returns or exchanges will not be processed without return and receipt of the original item first.
Return postage is the responsibility of the customer. Returns are only accepted via the postal service and we do not allow in person returns as there is no tracking number.
We recommend that all items are sent back with a tracked service as the parcel is your responsibility until it reaches us. Any parcels not received at our warehouse will not be refunded.
Unless you are a UK customer and your order has been cancelled under the Distance Selling Regulations within 7 days of receipt, you are usually refunded for the amount of the item only.
3. b) Policy on Worn or Customer Damaged Items
We operate a strict policy on returned items.
If we find your return to be worn, tampered with or in an otherwise non-resalable condition we will not be able to accept them for a refund or exchange and will have to ask you for a postage payment to send the item back to you. To avoid damage to the item while it is in your care please try them on a carpeted floor only and keep away from pets or anything which may cause a strong odour.
Any items altered in any way after purchase are no longer eligible for return under any circumstance.
3. c) Late Returns
Items returned without permission after the returns policy ends will be rejected and the customer asked to pay the postage cost to send back to themselves.
3. d) Damaged / Incorrect Orders
In the unlikely event you receive the wrong item or your item is faulty, please contact our customer service team straight away and do not return the item without authorisation by our team. Upon contact from yourself, our team will ask for photos as evidence of an incorrect or faulty item, and upon receipt of the photographs and confirmation of the error by our team, we will provide you with a prepaid postage label.
If the item is sent back without authorisation and prepaid postage label provided, we will be unable to refund your return postage.
If the faulty or incorrect item is not returned to us in the condition it was received in, no refund will be given. Do not wear the item.
In all cases, both shoes must be returned. Incomplete pairs will be rejected for refund or exchange.
If for any reason you are unhappy with your shoes, please do not dispose of them as we will be unable to provide a satisfactory resolution. If the item has been thrown away please do not attempt to retrieve it for a return as this is a health risk to our staff and we will not accept a return or authorise a refund.
Our returns policy for faulty items does not cover items damaged accidentally or intentionally by the wearer, general wear and tear or damaged caused by misuse or improper care of the item.
4. Shipping and Delivery
We aim to despatch all items within 1 working day of receipt. We are closed on weekends, bank holidays and public holidays.
Where incorrect postage details are provided by the buyer we do not accept responsibility for delays in despatch. We reserve the right to change shipment method from the one selected where we deem it necessary. Examples of this include but are not limited to if the chosen carrier does not ship to the selected address, if the order is too large to be accepted by the carrier or if the selected destination frequently experiences problems with the selected delivery method.
4. a) Delivery
Within the UK we use Royal Mail. If you are not available to accept the parcel Royal Mail can deliver to a neighbour or leave the item in a secure location. If this is not possible the item will be held at your local depot for 18 days before the item is returned to sender.
If you are not happy to have a neighbour accept the parcel or have it left in a safe place then we also have a signed for service available where the item will only be released with a signature (Royal Mail Special Delivery).
Items left with a neighbour or in a secure location are considered delivered and we will not accept a claim as lost.
4. b) Delivery Queries
If you have any queries about your delivery, we must be contacted within 2 days of it being delivered. This is because the courier delivers many parcels a day, and if asked for more information after this time it is very unlikely they will remember your delivery and it won’t be able to be investigated properly.
4. c) Returned To Sender
If your item is returned to sender we will notify you once we receive it. If the item is returned due to an error by the customer (e.g. non collection, incorrect address details) then once updated with correct details we can ship the item again or issue a refund for the price of the item minus the postage costs. The customer will be asked to cover the cost of re-postage.
If your item is returned due to an error by the delivery company (e.g. damaged parcel, damaged label) then we will contact the customer and ask if you would like the item shipped again free of charge or a full refund issued.
5. VAT and Taxes
Prices shown on the site are inclusive of VAT where applicable.
Import duty, custom charges and delivery surcharges may apply to your delivery country. The courier will contact you directly prior to delivery if charges apply to your order. Check with your local or national Tax or Customs office for further details as we are not held responsible for such charges.
We may change these terms from time to time without notice to you. All rights reserved.
