Frequently Asked Questions
Shipping & Returns
Frequently Asked Questions about our Shipping & Returns Policy
How long do I have to return my product?
You have a 14-day return period from the moment you receive your order. Within this period, you can return your order without giving a reason, unless it concerns personalized or hygiene products.
What are the conditions for returning a product?
The product must be undamaged and unused, in its original packaging, and make sure you keep your proof of postage.
How does the refund work?
Once we've received and inspected your return, you'll receive a confirmation email. If everything is in order, we'll refund you via your original payment method. This can take 5-10 business days, depending on your bank.
How can I track my order?
After shipping, you'll receive an email with a track & trace code. This allows you to easily track your package's location and arrival time.
What should I do if my product is damaged or defective?
Send an email to support@poomsofficial.com with a photo of the problem. We'll make sure we resolve it for you as quickly as possible.
Our Cleaning Service
Below are some of the common questions about orders
How does Pooms' cleaning service work?
- Follow the instructions in the confirmation email:
- Send your sneakers to us or bring them by.
- Our expert team cleans them thoroughly.
- Your sneakers will then be packed and returned or made ready for collection.
What types of cleaning does Pooms offer?
We offer a complete cleaning service, including:
- Cleaning of midsole, upper and outsole
- Refreshing the laces
- Impregnate for a water and dirt-repellent effect
Will my sneakers be protected against dirt and water after cleaning?
Yes, we impregnate your sneakers to make them water and dirt repellent.
How much does the cleaning service cost?
The cleaning service costs €40 per pair (including VAT), regardless of the type of shoe.
How long does it take before my sneakers are clean and ready?
The timeframe may vary depending on the type of shoe, but we aim to have them back to you or ready for collection within a few days.
Our cleaning set
Frequently asked questions about cleaning services
What's in the Pooms Premium Cleaning Set?
- Cleaning foam (150 ml)
- Sturdy brush for soles and edges
- Soft brush for delicate materials
- Microfiber towel (30x30 cm)
Which materials is the cleaning kit suitable for?
The set is suitable for all materials, such as leather, suede, canvas, and mesh. Use the soft brush for delicate materials and the firm brush for soles.
Do I need water for cleaning?
No, you don't need water. The cleaning foam, brushes, and microfiber cloth are sufficient.
Can I also use the set for other items?
Yes, the POOMS Cleaning Foam is versatile and suitable for cleaning bags, caps, and even jackets.
How often can I use POOMS Cleaning Foam?
The 150 ml bottle provides approximately 150 pumps, which is enough for several cleaning sessions of your shoes.