FAQ

About Ms Pomelo

  • 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 small family-run 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.

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. Click here to see our Product Care Guidelines.

Sizing

Shopping

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 currency for all products on the website is GBP. For a full list of currencies, exchange rates and associated fees please see the link.

Shipping

  • How long does shipping take?
    • With Interlink Express in the UK, 24 hours/next working day.

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

  • How do you ship?
    • In the UK we use Royal Mail and Interlink Express.

      Royal Mail are 2nd class shipments that need to be signed for on delivery.

      All Interlink Express shipments have a one hour delivery window, can be tracked, and need to be signed for on delivery. We offer two options: Next Day and By Noon.

  • 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, the applicable shipping cost will be added to your total order value at checkout (GBP 5 for next day delivery or GBP 9 for next day before noon delivery with Interlink Express services). You can also opt for free delivery with Royal Mail 2nd Class Signed-for Service.

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 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 (GBP 5 for Next Day) from a refund. If any items bought on ‘Special’ (reduced price) are returned, we will deduct the applicable shipping cost from refund/credit or will charge shipping on any exchange.

      To make returns easy, we suggest you use Collect+, an excellent new service in the UK that makes it easy to send returns outside of working hours in the locations near you. Follow the link to print out the label.

      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.