General Return Policy
After receiving your basics, you have 14 days to return the items. Simply register your return in our returns portal and send it back to the correct returns address. As soon as the basics have arrived in our warehouse, we will refund the full or partial amount (e.g. for sets).
You must bear the costs of the return. In the event 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? Simply register your exchange via our returns portal and send us the wrong size. We will take care of shipping the new size.
Within Germany, exchanges are free for you.
Do you want a different color or another product? First, select a return for your product. Instead of a refund, you can choose a new product directly in our returns portal. It’s super easy: simply select “refund” in the portal, then click on “choose new product.” Your amount will then be credited towards the new order. We will cover the shipping costs for your new product.
Within Germany, we cover the costs for the return shipping label as well.
This is how returns work
Please register your return in our returns portal.
For returns from Germany, we offer the option of a DHL return label for a fee (€4.50). The amount will be automatically deducted from the refund. Be aware that this only applies to orders that were 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 paid shipping label (between €8-15 depending on the country) from DHL or UPS in our returns portal. Alternatively, you can arrange the return shipping yourself and send the item to the address given in the returns portal.
Please make sure the package is clearly marked as a return to avoid any issues with customs.
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:
Free shipping on orders over €50.
Otherwise, a shipping fee of €1.90 applies.
Austria:
Free shipping on orders over €69.
Otherwise, a shipping fee of €4.90 applies.
Other EU countries (including the United Kingdom and Switzerland):
Free shipping on orders over €139.
Otherwise, a shipping fee of €8.00 applies.
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 ship to Switzerland and the United Kingdom.
Please note: For deliveries to Switzerland and the United Kingdom, import taxes and customs fees may apply, which you will need to cover.
Within Germany and to Switzerland, your order is shipped via DHL. Within the EU (including the United Kingdom), your order is shipped via UPS.
We pack your order as quickly as possible. Within Germany, it typically takes 2–3 business days from the order date for your basics to arrive.
During special launch events or for shipments abroad, it might take a few days longer.
Deliveries within Europe usually take about 3–5 business days from the order date (shipped via UPS).
This is completely normal and means that the shipping label has been created, but your package hasn’t been scanned at the DHL depot yet. Our packages are picked up in larger batches, so it can take a few days before there’s an update in the tracking. No worries! 😊
If your package hasn’t moved for more than 5 days, just write to us at customer@popeia.de — we’ll take care of it! Thanks so much for your patience. 🧡
The shipping confirmation is sent automatically by email as soon as your package leaves our warehouse. It’s best to check your spam folder just in case. 😊
You should have received the order confirmation right after completing your order. If you didn’t get either email, there might be a small typo in your email address — this can happen, for example, if PayPal automatically uses an old or incorrect address.
If you received at least one of these emails (order or shipping confirmation), then everything is fine — maybe the other email ended up in your spam folder or the shipment is just taking a little longer.
No worries if you didn’t get any emails: just send us a message at customer@popeia.de with the name your order was under — we’ll take care of it! 🧡
Returns & Exchange
We want you to 100% love your new basics! If that’s not the case, you can return any products to us within 14 days. All the info about returns can be found here :)
Did you get the wrong size?
No worries – just register your exchange through our returns portal (simply select "exchange" and choose the new size) and send the wrong size back to us. We’ll cover the shipping costs for the new size.
Exchanges are completely free for you within Germany – we cover both the return shipping and the shipping of the new size.
Would you rather have a different color or another basic item?
Register your return in the returns portal and pick your new desired product there. It’s super easy: just select “refund” in the portal and then click on “choose a new product.” The amount from your original order will be directly credited towards the new product. We’ll cover the shipping costs for your new item.
Within Germany, we cover the costs for the return shipping label.
Please register your return in our returns portal.
Returns from Germany:
For returns from Germany, we offer a paid DHL return label option (€4.50). This amount will be automatically deducted from your refund. Please note: This applies only 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 paid shipping label (between €8-15 depending on the country) from DHL or UPS in our returns portal. Alternatively, you can arrange the return shipment yourself and send the item to the address given in the returns portal. Please make sure the package is clearly marked as a return to avoid any potential customs issues.
As soon as an item has been worn or (even partially) washed, we are unfortunately unable to take it back. Please try on new items dry first. 🙏
Once your return has been received in our warehouse, it will take up to 7 working days to process. You will automatically receive an e-mail as soon as the refund has been made.
Please send your return to the address given in the returns portal. You can download a shipping label from DHL or UPS for a fee (between €8-15 depending on the country) from ourreturns portal. Alternatively, you can of course take care of the return shipment yourself and send the blanket to the address given in the returns portal, please make sure that the package is recognizable as a return to avoid any problems at customs.
Oh no! Of course we don't want that to happen. But don't worry 🙏
You can easily register both an incorrect delivery and a complaint in our returns portal.
You will then receive a free returns label from us. 😇
Please select in the portal: “Exchange (for the same item, due to incorrect delivery/complaint)” and then the appropriate reason (“Incorrect delivery” or “Complaint”).as soon as the part has arrived with us, we will send you the correct or a replacement part.
Thank you very much and sorry again! 🧡
Care Tips & Tricks
You can wash our cotton items at 30 degrees - preferably inside out and with similar colors. It is best to avoid tumble dryers so that the materials stay beautiful for a long time.
Wool products (such as our knitted socks, beanies and scarves) should only be aired out. Wool is self-cleaning and only needs to be washed very rarely. If it does, then wash it by hand with cold water and wool detergent.
We have prepared a detailed size guide with photos of real people in different sizes for you, and there is also an individual size guide for all our tops on the product page directly next to the product - super helpful when choosing the right size!