Returns & Refunds

LET US KNOWWithin 14 daysAfter delivery

SEND IT BACKWithin a further 14 daysAfter your withdrawal notice

HERE TO HELPWrite to usNo reason required to withdraw

Not quite your piece? Let us help.

You can notify us that you wish to withdraw from your online purchase within 14 calendar days after receiving the product, without giving a reason. For one order delivered in separate items, the period starts when you receive the last item.

This also applies to sale items and our standard sizes. Sewing a standard-size garment after an order does not by itself make it personalised. Rights relating to defects or non-conformity are separate from this period.

How to return an item

Notify us. Send a clear withdrawal notice to the email below or by post to the seller address in the Terms & Conditions. Include your name, the item and your order number if available. Prior approval is not required to exercise your right of withdrawal.
Pack carefully. Protect the garment for transport and include a note with your name and order number so we can identify the parcel.
Send it back. Send the item without unnecessary delay, no later than 14 calendar days after your notice. Keep proof of postage and your tracking number.

Start a return by email →

The button opens your email app with suggested text. Complete it and press Send in your email app — opening the link does not submit a request. You may also use your own wording.

Courier offices for returns

KRISTIYAN POPOV
Sofia — Econt, Gyueshevo BC Serdika
or
Sofia — Speedy, gk Serdika, office 65
Phone: +359 988 983 963
support@popesko.com

Choose one of the two offices to return the item. Email us for any details needed for the shipping label. The seller address for written correspondence is listed in the Terms & Conditions.

Contact us if you have a question about the return address. A lack of response does not invalidate a withdrawal notice sent on time. We recommend a trackable parcel.

Trying on and caring for the item

You may try on the garment as you would in a shop. While deciding, avoid wearing it beyond a necessary fitting, washing it or exposing it to stains, perfume or damage. Keep labels and packaging where possible.

If handling goes beyond what is needed to inspect the item, an actual reduction in its value may be taken into account. This does not automatically remove the right of withdrawal.

Costs and refunds

For a change-of-mind return, you pay the direct return costs unless we have agreed to cover them or did not inform you of them before purchase. If you withdraw from the entire order, we also refund the original standard delivery charge paid. Any extra charge for a more expensive service you selected is not refunded.

We refund the amount due without unnecessary delay, within 14 calendar days of your withdrawal notice. We may withhold reimbursement until we receive the goods or evidence that you have sent them back, whichever happens first.

We use the original payment method unless you expressly agree to another method without an extra fee. For cash-on-delivery payments, we can agree on a bank transfer and request your IBAN and account-holder name. A voucher or store credit is available only if you expressly choose it, never as a compulsory replacement for a monetary refund.

If an expected refund is missing, check your account and contact us with your order number. Do not send passwords or banking login details.

A different size or style

We do not offer direct exchanges for a change of preference. Return the original item and place a new order for your preferred size or style, subject to availability. You do not need to choose store credit to place a new order. This does not limit a statutory right to replacement for non-conforming goods.

Faulty, damaged or incorrect items

Write to us with your order number and a description of the problem; photos can help. For a valid claim, we will help arrange the applicable remedy and any necessary return at no cost to you. A fault should be handled as a claim, not as a change-of-mind return.

The 14-day withdrawal period does not limit your statutory rights for non-conforming goods. Consumer purchases carry a legal guarantee of at least two years from delivery, subject to the applicable legal conditions.

Suggested withdrawal notice

Copy the text, complete your details and send it to the email above or the seller address in the Terms & Conditions. Add a signature when sending it on paper. Using this example is optional.

I am notifying you that I withdraw from the purchase contract for the following goods:
Item(s):
Order number (if available):
Order date:
Date received:
Name:
Address:
Contact email:
Date of notice:

Need a hand?

We can help with your return or choosing your next piece.

support@popesko.com Contact us →