Shipping policy
Shipping
Pombo Studio offers free shipping to the Netherlands and all European Union countries. No minimum order required. All orders are shipped via PostNL through MyParcel.
Processing time
All orders are handcrafted in our studio in the Netherlands. Please allow 1–3 business days for order processing before dispatch. During collection launches and high-demand periods, processing may take up to 5 business days. You will receive a shipping confirmation email with tracking information once your order has been dispatched.
Delivery times (from dispatch, not from order)
- Netherlands: 1–2 business days · Free
- European Union: 3–7 business days · Free
- Rest of world: by request only — write to hello@pombo.studio
Delivery times are estimates and may vary due to carrier delays, customs processing, or local conditions beyond our control.
Tracking
All orders are dispatched with a tracking number. You will receive your tracking link by email once your order has been shipped.
Customs & Duties
All Pombo Studio products are shipped from the Netherlands. For orders within the European Union, no customs duties apply.
For orders outside the EU, any applicable customs duties, import taxes, or fees charged by the destination country are the responsibility of the customer. These charges are not included in the product price or shipping cost and are collected by your local customs authority at the time of delivery.
Note on value declaration: all shipments are declared at their full commercial value in accordance with EU customs regulations. We do not undervalue shipments or mark orders as gifts.
Returns — Return window
You have 14 days from the date you receive your order to initiate a return. To be eligible, please contact us at hello@pombo.studio within this window before sending anything back.
Return conditions
To be accepted, returned items must be:
- Unused and in their original condition
- Returned in the original packaging, including all tissue paper, cards, and packaging inserts
- Free from signs of use, scratches, odours, or damage caused after receipt
Items that do not meet these conditions will not be accepted for return and will be sent back to you.
Edition-numbered pieces
Each Pombo Studio piece is part of a limited edition of twelve and comes with an edition card documenting its number within the series (for example, 7 of 12). This card is considered part of the product and must be included for a return to be accepted.
Edition numbers are assigned at dispatch and cannot be exchanged for a different number within the same edition. The edition number is not a product variant — requesting a specific number is not a valid reason for return or exchange under EU consumer law.
Return shipping costs
Return shipping is at the customer's expense. We recommend using a tracked shipping service — we are not responsible for items lost in transit on their way back to us.
How to initiate a return
Send an email to hello@pombo.studio with your order number and the reason for the return. We will respond within 2 business days with instructions and the return address.
Exchanges
The fastest way to receive a different item is to return your current piece (subject to the conditions above) and place a new order once your return has been approved. We process exchanges as two separate transactions to ensure full traceability.
Defective or incorrect items
Please inspect your order carefully upon receipt. If your item arrives damaged, defective, or if you receive the wrong piece, contact us immediately at hello@pombo.studio with your order number and a photo of the issue. We will assess the situation and make it right — either through a replacement, repair, or full refund.
This does not affect your statutory rights under the EU 2-year legal guarantee for defective goods.
Refunds
Once we receive and inspect your return, we will notify you by email whether your return has been approved. If approved, your refund will be processed to your original payment method within 10 business days.
If 15 business days have passed since your return was approved and you have not received your refund, please contact us at hello@pombo.studio.