FAQ

About Ms Pomelo

  • Do you guarantee your product?

    • Yes we offer a lifetime guarantee on all our products. If a wire pops out or elastic stretches, we will fix it for you for free, just email on care@mspomelo.com.

      This significantly prolongs the useful life of a bra and also helps the environment: presently there are no commercially available facilities for recycling the synthetic fibers in EU and the used bras end up either burned or buried in the landfill.

  • I am interested in learning more about bra health and hacks to help me choose bra by myself

    • The easiest thing is to come to our workshop, look at our blog, sign up for our newsletter or follow us on social media. We regularly publish helpful content, promote new products and organise competitions.

  • Are your products hypoallergenic? I get a reaction to Lycra

    • Our products contain elastane fibres (also known as Lycra or spandex) that come to c. 10% of total garment. However, all our products have cotton lining, so your breast touches softest high-quality breathable material.

  • What products do you offer?

    • We make lingerie for fuller cups and plus sizes – this includes bras and underwear. We offer regular, post-surgery, and nursing ranges. All available on our website.

  • What traction do you have on the market as a new brand?

    • Our product has been tested by 11 NHS trusts and 5 Harley Street breast clinics, who recommend us to patients. We are named Top best brands for D+ bras by The Independent. We also have been shortlisted for ‘Best new plus-size brand’ by the British Plus-Size Awards. But our greatest achievement is praise we receive from our customers.

  • When did Ms Pomelo start making lingerie?

    • We started the Ms Pomelo label in London in 2015. We have been making plus-size bras in Europe for over 30 years.

  • What is the philosophy behind Ms Pomelo?

    • We believe that a great-fitting bra is the secret to looking and feeling amazing. We believe the bra should never hold you back, no matter what you are doing.

      Our aim is to create bras which support heavier chests comfortably all day long, and are elegant and durable. We are actively involved in the full life-cycle of a product, from the selection of the type of fabrics, laces and accessories used, through to the application of the tags and labels. The mills and workshops we use are best-in-class European establishments taking as much pride in their products as we do in ours.

      We also carry the flag for educating women on bra-health issues, ultimately entrusting the power of choosing well to them.

  • Where are your products made?

    • All items are manufactured in Europe out of EU-made materials. The product is made at our factory. We buy all input materials directly from the highest quality European suppliers and are 100% confident in the provenance of our product.

Washing

  • How should I wash Ms Pomelo lingerie?

    • It is safe to wash Ms Pomelo bras in the washing machine. We recommend using a wash bag to extend the life of your bra. Do not use fabric softener – it clogs up fibres and makes your bra less breathable. Click here to see our Product Care Guidelines.

Sizing

Shopping

  • VAT Concession

    • Post-surgery customers are exempt from VAT (UK VAT rate is 20%).

      To receive unique checkout code please email VAT concession text (below) to us on care@mspomelo.com, stating your full name.

      If you would like to claim VAT refund after buying the product, please email to us on care@mspomelo.com with the VAT concession text (below), stating your full name.

      —–

      “I declare that I have undergone a mastectomy and the goods which are being supplied to me by Ms Pomelo Studios Ltd. are for my personal use and I claim relief from value added tax under group 12 of schedule 8 of the Value Added Tax Act 1994.”

  • What if you are out of stock of a particular item?

    • The best thing to do is to drop us an email and we will let you know when we are likely to get that item in again.

  • Do I have to order through the website?

    • Yes. If you are absolutely stuck, please get in touch and we will help you.

  • Can I come and look and buy Ms Pomelo bras in person from you?

    • We do not sell in shops. Instead, we run Ms Pomelo workshops and would be happy to invite you to one or organise one for you and your friends or colleagues. If interested, please get in touch.

  • Do you deliver internationally?

Payments and currencies

  • Why is there an extra charge on my card?

    • You should not experience charges beyond the ones we present to you. To check if additional overseas charges will be made by your bank, please contact your card provider before placing an order.

  • Why is my card being refused?

    • If you have difficulty paying by credit card it may be because your card is not authorised for foreign payments; you’ll need to contact your card provider before placing an order.

  • How can I pay?

    • We accept payment with Visa (including Visa Electron and Visa Debit), MasterCard, Maestro (including Switch), and Paypal.

  • What currencies do you accept?

    • The base currencies for all products on the website are GBP, EUR, and USD. For the full list of currencies, exchange rates and associated fees please see link.

Shipping

  • How long does shipping take?

    • With Royal Mail 2nd Class Signed-for – 3-5 working days.

      With Royal Mail Special Delivery in the UK – 24 hours/next working day.

      With EU Signed-for – 3-6 working days.

      With US & rest of the world Signed-For – 7-14 working days.

  • How do you ship?

    • In the UK we use Royal Mail.

      For EU and rest of the world we use Latvijas Pasts.

  • When will you ship?

    • We aim to ship the same day (orders received before 3:30PM Monday to Friday) or the day after receipt of order. If for any reason this is not possible, we will email you with an explanation and order status. We only accept orders on items we have in stock.

  • How much is shipping?

    • If your order is less than GBP 100/ EUR 100/ USD 100, the applicable shipping cost will be added to your total order value at checkout. For the UK 2nd Class Signed-For Service it is GBP 4.0; UK Special Delivery – GBP 7.0; EU Signed-For service – EUR 4.0; US and rest of the world Signed-For Service – USD 6.0.

      For further details is our Shipping & Returns page.

Returns

  • If I order the wrong size, can I return the item?

    • We will accept the return of any item bought from our online store provided you notify us of the return within 14 days of receipt, and you return the item to us within 14 days of notifying us. The item must be unworn, unsoiled, and in a resalable condition with all tags still attached. Please send us an email before returning an item. Please note: the cost of returning items to us is at purchaser’s expense.

      Refunds will be made by original payment method. First exchanges (value GBP 100/ EUR 100/ USD 100 or more) will also be re-shipped for free. If exchanged items are subsequently returned we will charge shipping for a second exchange or will deduct regular shipping cost from refund. If any items bought on ‘Special’ (reduced price) are returned, we will deduct the applicable regional shipping cost from refund/credit or will charge shipping on any exchange.

      We don’t mind which postal/courier service you use to return the goods, but if the goods do not arrive to us, we can’t accept responsibility for the loss. Please put your name and order number on the inside or outside of the package so that we can easily identify you as the sender.

      Upon receipt of returned items, Ms Pomelo will issue a refund or ship an exchange, as required. Please allow 14 working days for returns to be processed and for a refund to appear in your account.

      Please see our Terms and Conditions for full guidance on Shipping and Returns.