B2C FAQ

Once your order is placed, it will be processed as quickly as possible to ensure fast delivery. Therefore, it is usually no longer possible to change or cancel your order after it has been confirmed.

If you have just placed an order and want to make a change, please contact our customer service as soon as possible. We will gladly check if it is still possible to adjust your order.

You can safely pay for your order using various payment methods. During checkout, you can choose from the payment options available in your country (usually Bancontact, iDEAL, Visa, Mastercard, Paypal & Klarna).

All payments are processed through a secure payment environment to ensure your data is protected.

Yes. If you enter your billing information during checkout and are registered with an account, you will receive an invoice for your order. Your invoice will be sent by email after your order is confirmed and can also be found in your account under your orders.

Did you not receive an invoice or do you need a copy? Please feel free to contact our customer service, we are happy to assist you.

Yes, it is possible to place an order without creating an account. During checkout, you can choose to continue as a guest and only fill in the necessary information for delivery and payment.

However, creating an account is convenient. This way, you can easily track your orders, save your information for future purchases, and check out faster next time.

Once your order has been shipped, you will receive an email with a shipping confirmation and a tracking link. With this link, you can track your package and check the delivery status. Do you have an account? Then you can also log in and view the status of your order in your order overview.

Have you not received a shipping confirmation or do you have questions about the delivery? Please feel free to contact our customer service.

As a professional customer, you can order through our B2B order platform under ‘professionals’. First, register on the platform. After your application is approved, you will gain access to the B2B portal where you can easily place orders.

Yes, all prices on our webshop include VAT. Since we currently only deliver within the European Union, this applies to all customers.

The delivery time may vary depending on the country to which your order is shipped. You can check the estimated delivery times per country in the footer of our website under “Shipping & Returns.”

Shipping rates vary from country to country. For larger or fragile items, an additional fee may also apply. For orders over €150, we offer free shipping within Europe.

Want to learn more about our shipping options, delivery times, or return policies? Then visit our ‘Shipping & Returns’ page for all the details.

We ship to all European countries. During checkout, you will immediately see the available shipping options for your address.

For more information about delivery and returns, you can visit our ‘Shipping & Returns’ page.

Once your order has been processed, you will receive an email with a track & trace link. This allows you to easily track your package until delivery.

Didn’t receive an email or is the link not working? Feel free to contact our customer service. We are happy to assist you.

Yes, we offer free shipping within Europe for orders over €150.

For orders below this amount, shipping costs are automatically calculated at checkout, depending on your delivery address and the contents of your order. For larger or bulky orders, delivery may be made via pallet. In that case, the shipping cost will be adjusted and clearly displayed during checkout.

For more details, you can visit our “Shipping & Returns” page.

We offer standard home delivery for most orders within Europe. Depending on the size and type of products, your order will be shipped via a parcel service or, for larger items, via pallet delivery.

The available delivery options are automatically displayed during checkout, tailored to your order and delivery address.

For more information about shipping and returns, please visit our ‘Shipping & Returns’ page.

You can easily return an item through our return portal. After logging in, you will find the necessary instructions to send your return correctly.

Make sure the item is unused and, if possible, in the original packaging. Once we have received and checked your return, the refund will be processed.

For all details and conditions, please refer to our ‘Shipping & Returns’ page.

Returns are free for most items.

For larger or bulky orders, a return fee may apply. This will always be clearly communicated during the return request in our return portal.

For all details and conditions, please refer to our ‘Shipping & Returns’ page.

You can return an item within 14 days of receiving your order.

Once we have received and inspected your return, the refund will be processed according to our terms.

For all details and conditions, please refer to our ‘Shipping & Returns’ page.

Once we have received and inspected your return, your refund will be processed within 14 days.

The refund will be made using the same payment method as the original order.

For more information, please visit our ‘Shipping & Returns’ page.

Once your return has been received and checked by us, you will receive a confirmation by email. This will also include the details of your refund.

Haven't received a confirmation? Feel free to contact our customer service so we can look into it further for you.

We are sorry that your order did not arrive in perfect condition. Please report damaged or missing items as soon as possible through our return portal. If possible, include photos of the damage and provide your order number so we can process your request quickly.

You can easily create an account through our website. Click on the account icon and select ‘create account’. Enter your details and confirm your registration via the email you receive.

Your account will then be automatically linked to your orders and information for a smooth and secure shopping experience.

You can easily set a new password. Click on ‘Forgot password?’ on the login page and follow the steps to reset your password via email.

You can easily update your address details through your account. Log in and go to your account settings, where you can edit your shipping and billing information.

Ordering as a guest? You can contact our customer service to have your details updated.

Click on the account icon at the top right of the website to log into your account. There you can view and manage your personal information, orders, and preferences.

Your invoice is available in your account under the overview of your orders. Log in to your account, open the relevant order, and download your invoice there. Don’t have an account? Please contact our customer service and provide your order number. We will be happy to send your invoice by email.

You can contact our customer service at webshop@pomax.com

Our team is available on office days from Monday to Friday from 9:30 AM to 4:00 PM.

No, Pomax does not have a physical store. Our products are available through selected retailers and partners. You can find them using our store locator.

For B2B inquiries, we ask you to first create a professional account. To do this, click on ‘Professional’ in the header of our website and follow the registration process. Once your account is created, a sales representative will contact you.