1. How long does shipping take?
Orders are processed within 1–3 business days.
Estimated delivery times after dispatch are:
United Kingdom: 3–10 business days
Europe: 7–15 business days
Delivery times are estimates and may be affected by customs clearance, public holidays, weather conditions, or carrier delays.
2. Do you offer free shipping?
Yes. We offer free standard shipping within the UK on orders over £80.
For orders under £80, shipping costs are calculated at checkout based on your delivery destination.
3. Can I track my order?
Yes. Once your order has been dispatched, you’ll receive a shipping confirmation email with your tracking details.
Please allow a little time for the tracking information to update after dispatch.
4. How do I choose the right size for my dog?
Each product page includes a detailed size guide.
Before placing your order, measure your dog’s neck and chest circumference and compare the measurements with the size chart provided.
If your dog falls between sizes or you’re unsure which size to choose, please contact us with your dog’s measurements, weight, and breed, and we’ll be happy to help.
5. How should I clean my POMI products?
Care instructions may vary depending on the product.
Unless otherwise stated, gently spot clean fabric and webbing using mild soap and lukewarm water. Wipe synthetic leather details with a soft, damp cloth and avoid soaking them.
Allow the product to air dry completely in a well-ventilated area before use.
Do not machine wash, tumble dry, bleach, or use harsh detergents.
6. Can I return or exchange my order?
Eligible items may be returned within 30 days of delivery. We currently do not offer direct exchanges. If you need a different size or colour, please return the eligible item and place a new order.
Returned items must be in their original condition, with tags and original packaging, and must not have been used, washed, damaged, or altered.
Please contact us at hello@heypomi.com before sending anything back. Returns sent without prior approval may not be accepted.
Please see our full Returns Policy for more information.
7. Can I change or cancel my order?
If your order has not yet been dispatched, you can submit a cancellation request through your customer account or contact us at hello@heypomi.com.
Cancellation requests do not automatically cancel an order and are subject to review. We’ll do our best to help, but changes or cancellations cannot be guaranteed once order processing has begun.
Once your order has been dispatched, we’re unable to make changes or cancel it. If eligible, you may request a return after delivery in accordance with our Returns Policy.
8. Can I change or cancel my order?
If you need to change or cancel your order, please contact us as soon as possible.
Once your order has been dispatched, we are unable to make changes or cancellations.
9. What happens if my package is delayed, lost, or damaged?
If your tracking information hasn’t updated or you believe your package may be delayed or lost, please contact us at hello@heypomi.com with your order number. We’ll review the shipment and assist you based on the circumstances.
If your order arrives damaged or you receive an incorrect item, please contact us as soon as possible, ideally within 7 days of delivery. Include your order number and clear photos of the item, outer packaging, and shipping label.
Please keep all packaging until your case has been reviewed. This recommended reporting timeframe does not affect your statutory rights.
