General Return Policy
After receiving your basics, you have 30 days to return the items. Simply register your return in our returns portal and send them back to the correct return address. Once the basics have arrived at our warehouse, we will refund the full or partial amount (e.g., for sets).
The cost of the return is to be borne by you. In the case of an exchange, we will bear the shipping costs of the newly sent goods.
This is how the exchange works
Did you get the wrong size?
No problem – simply register your exchange via our returns portal and send us back the wrong size. We will cover the shipping of the new size.
In Germany, the exchange is completely free for you – we cover both the return shipping costs and the shipping of the new size.
Would you prefer a different color or a different basic item?
Register your return in the returns portal and choose your desired new product directly there. It's easy: simply select "Refund" in the returns portal and then click on "Select new product". The amount of your original order will be directly offset against the new product. We will cover the shipping costs for your new product.
Within Germany, we cover the costs for the return label.
This is how returns work
Please register your return in our return portal.
Returns from Germany:
For returns from Germany, we offer the option of a paid DHL return label (€4.50). This amount will be automatically deducted from your refund. Please note: This only applies to orders placed directly in our shop.
Returns from the EU, Switzerland, and the United Kingdom:
Please send your return to the address provided in the return portal. You can download a paid shipping label (between €8-15 depending on the country) from DHL or UPS in our return portal. Alternatively, you can, of course, arrange the return shipment yourself and send the package to the address provided in the return portal. Please ensure that the package is clearly marked as a return to avoid potential customs issues.
Why we don't offer free returns
Let's shop consciously
We are committed to conscious consumption. Nothing against shopping, but let's make sure we minimize the number of returns to the bare minimum. That's why we provide you with all the information you need (such as measurement tables) when you order. If you need more information, please contact us <3
FAQ
Shipping & Delivery
Germany:
- Order >€75 = free delivery
- Otherwise €3.90
Austria:
- Order >€75 = free delivery
- Otherwise €4.90
Other EU countries (incl. United Kingdom and Switzerland)
- Order >€139 = free delivery
- Otherwise €8.00
Within the EU, we deliver to the following countries:
Germany, Belgium, Bulgaria, Denmark, Estonia, Finland, France, Greece, Ireland, Italy, Croatia, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Austria, Poland, Portugal, Romania, Sweden, Slovakia, Slovenia, Spain, Czech Republic, Hungary
Outside the EU, we deliver to Switzerland and the United Kingdom.
Please note: For deliveries to Switzerland and the United Kingdom, import taxes and customs duties may apply, which are to be borne by you.
Within Germany and to Switzerland, your order will be shipped with DHL. Within the EU (incl. United Kingdom), your order will be shipped with UPS.
We pack your order as quickly as possible. Within Germany, it typically takes 2-3 business days from the time of order for your basics to reach you.
For special launch promotions or international shipments, it may take a few days longer.
Shipments within Europe take approx. 3-5 business days from the time of order (with UPS).
This is completely normal and means that the shipping label has been created, but your package has not yet been scanned at the DHL depot. Packages are collected from us in larger quantities – so it can take a few days for something to show up in the tracking. Don't worry! 😊
However, if your package hasn't moved for more than 5 days, please feel free to email us at customer@popeia.de – we'll take care of it! Thank you for your patience. 🧡
The shipping confirmation will automatically be sent by email as soon as your package leaves our warehouse. Please check your spam folder. 😊
You should have received the order confirmation immediately after completing your order. If you have not received either email, there might be a small error in your email address – this can happen, for example, if an old or incorrect address was automatically taken over by PayPal.
If you have received at least one of the two emails (order or shipping confirmation), then everything is fine – maybe the other email simply ended up in spam or shipping is taking a little longer.
Don't worry if you haven't received an email: Just send us an email to customer@popeia.de with the name under which the order was placed – we'll take care of it! 🧡
Returns & Exchanges
We want you to love your new basics 100%. If that's not the case, you can return all products to us within 30 days. You can find all information on returns here :)
For questions, simply send us a message to customer@popeia.de
Generally, you are responsible for the cost of returns.
Exception: For popeia underwear items, there is a free return policy within 30 days of receiving the order, provided the items are unworn. Each item comes individually wrapped in paper. If you try on the items, we ask you to open only one item per size. Please note: Free return shipping only applies to orders from Germany.
Did you get the wrong size?
No problem – simply register your exchange via our returns portal (just select 'exchange' and the new size) and send us the wrong size back. We'll cover the shipping of the new size.
In Germany, exchanges are completely free for you – we cover both the return shipping costs and the shipping of the new size.
Would you prefer a different color or another basic item?
Register your return in the returns portal and choose your new desired product there directly. It's easy: in the returns portal, simply select "Refund" and then click "Choose new product". The amount of your original order will be directly offset against the new product. We will cover the shipping costs for your new product.
Within Germany, we cover the costs for the return label.
Please register your return in our returns portal.
Returns from Germany:
For returns from Germany, we offer the option of a chargeable DHL return label (€4.50). This amount will be automatically deducted from your refund. Please note: This only applies to orders placed directly in our shop.
Returns from the EU, Switzerland, and the United Kingdom:
Please send your return to the address provided in the returns portal. You can download a chargeable shipping label (between €8-15 depending on the country) from DHL or UPS in our returns portal. Alternatively, you can of course arrange the return shipment yourself and send the blanket to the address provided in the returns portal.
Please ensure that the package is clearly marked as a return to avoid potential customs issues.
Once an item has been worn or (even partially) washed, we unfortunately cannot accept returns. Please try on new items dry first. 🙏
Once your return has been received at our warehouse, processing can take up to 7 business days. You will automatically receive an email once the refund has been processed.
Please send your return to the address specified in the returns portal. In our returns portal, you can download a paid shipping label (between 8-15€ depending on the country) from DHL or UPS. Alternatively, you can, of course, arrange the return shipping yourself and send the blanket to the address specified in the returns portal.
Please ensure that the package is clearly marked as a return to avoid potential customs issues.
Oh no! That's not supposed to happen, of course. But don't worry – we'll sort it out! 🙏
You can easily register both – an incorrect delivery as well as a complaint – in our returns portal. Through this, you'll receive a free return label from us. 😇
Please select in the portal: "Exchange (for the same item, due to incorrect delivery/complaint)" and then choose the appropriate reason ("Incorrect delivery" or "Complaint").
As soon as the item has arrived with us, we will send you the correct item or a replacement part.
Thank you very, very much and sorry again! 🧡
Care & Sizing
You can wash our cotton items at 30 degrees Celsius – preferably inside out and with similar colors. It's best to avoid using a dryer to keep the materials looking good for a long time.
Wool products (like our knitted socks, beanies, and scarves) are best aired out. Wool is self-cleaning and rarely needs washing. If necessary, wash by hand with cold water and wool detergent.
We've put together a detailed Size Guide for you, complete with photos of real people in various sizes.
Additionally, for all our tops, you'll find an individual size guide directly on the product page – super helpful for choosing the right size!