POLICY
SHIPPING & RETURNS
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Shipping Policy
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Shipping costs
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The delivery time
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Order tracking
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​Shipping Policy
Shipping Costs
We take cover standard shipping costs on all our products*. For express delivery, additional charges apply.
Delivery delay
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Methods of Standard Delivery: (Colissimo - estimated delivery 2 to 4 days after the order for mainland France and 5 to 10 days after the order for international and DOM-TOM **)
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Methods of Express delivery: (Chronopost - estimated delivery 48 hours after the order for mainland France and 2 to 4 days after the order for international and DOM-TOM **)
Please note that special orders extend lead times. These details will be communicated to you during our discussions.
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*We bear the shipping costs only. If customs charges are claimed from you, they are not our responsibility.
** Delivery times do not include possible customs delays beyond our control.
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Order tracking
When validating your purchase, you will receive an email confirming your order. You will then receive an email when sending your package including your tracking number by which you can see the progress of transport and delivery.
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Return policy
Returns are only accepted for defective items. If your item is defective, please get in touch with us at the telephone number or email address below and provide details of the problem. We will then tell you how to return the product.
As our products are entirely handmade, they may have defects that are not visible during production. So don't hesitate if you have any doubts or questions.
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You will be responsible for the shipping costs associated with returning your item. We are not responsible for any loss or damage occurring during transit.
When we receive the returned product, we will examine it and notify you by email, within a reasonable time, whether you are entitled to a refund or an exchange. If you are entitled to an exchange or a refund, we will replace the product or refund the purchase price (depending on the original payment method). It may take up to 15 business days after you receive our email to see the refund on your statement.
Coordinates:
The Pomau Workshops
+33 06 58 93 74 33
Details
1. Return of new items:
We accept returns of new items. You can contact us to return unopened items in their original packaging within 30 days of your purchase, along with a receipt or proof of purchase. If 30 days have passed since your purchase, we cannot offer you a refund or exchange.
2. Exchanges:
We only exchange defective goods. When you consider a product to be defective, please get in touch with us within 30 days of your purchase at the telephone number or email address below and provide details of the product and the defect. We will then tell you how to return the product.
3. Exceptions
Some items are neither refundable nor exchangeable. These items are designated on our website as non-refundable, on sale, or part of a final/custom sale.
4. Expedition
You will be responsible for the shipping costs associated with returning your item. We are not responsible for any loss or damage occurring during transit. If your return is eligible for a refund, the refund will not include any shipping charges that may appear on the packing slip.
To return or exchange the item you purchased, please contact us first. Then, mail the product, along with a copy of your receipt and any other information regarding your purchase, to the address listed in the contact information that will be provided to you during our exchange.
5. Process
When we receive your item, we will review it and notify you by email within a reasonable time if you are eligible for a refund or exchange.
If you are eligible for a refund, we will refund the purchase price and a credit will be applied to the original form of payment. It may take up to 15 business days after you receive our email to see the refund on your statement.
If you are eligible for an exchange, we will send you a new item to the original shipping address.
6. Coordinates:
The Pomau Workshops
+33 06 58 93 74 33
Guarantee
A handle that splits? A rivet that dislodges? Don't worry, we're here to help.
Basically, all our knives are guaranteed for a period of five years from the date of purchase. Being artisanal products, the guarantee covers all that could occur as a manufacturing or creation defect. However, it does not cover the natural wear of the handles or the blade, as well as any possible problems resulting from unsuitable use (hitting on hard materials, opening tin cans, prolonged soaking in liquid, etc.).
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However, for any problems that may arise during improper use or if the warranty has expired, we offer a repair/advice service for all our knives at limited costs. Contact us if you want to know more.
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