Last updated: September 9, 2026

Every POUF order is prepared and packed with care in Copenhagen. Many of the pieces we send out are one of a kind, have already lived a life, or are particularly delicate, so we pack each order individually with the object and its journey in mind.

Below you’ll find everything you need to know about shipping, delivery and returns. If there is anything you are unsure about before placing an order, you are always welcome to contact us at poufcph@gmail.com.

Nothing in this Shipping & Returns Policy limits any rights you may have under mandatory consumer law.

Shipping Destinations

POUF ships from Copenhagen, Denmark to the destinations available at checkout.

Available shipping methods and rates are shown at checkout based on the destination and order.

If your country is not available at checkout, please contact us at poufcph@gmail.com before placing an order and we will let you know whether delivery can be arranged.

Shipping Costs

Shipping costs are calculated and displayed at checkout before you complete your purchase.

Any promotional free-shipping offer is subject to the conditions stated with the relevant promotion.

For unusually large, heavy or fragile pieces requiring special handling or freight delivery, additional shipping arrangements may be necessary. Where applicable, this will be stated on the product page or agreed with you before purchase.

Processing & Delivery

Orders are normally prepared for dispatch within 3–7 business days, unless otherwise stated on the product page.

Pre-order, made-to-order and other products with different lead times will have their expected dispatch timeframe stated separately.

Once your order is on its way, you will normally receive tracking information by email where tracking is available.

Delivery times provided by POUF or the carrier are estimates unless a specific delivery date has expressly been agreed.

If an order is delayed or cannot be delivered, your rights under applicable consumer law remain unaffected.

International Orders, Customs & Import Charges

Orders shipped to destinations outside the European Union may be subject to customs duties, import VAT, brokerage fees or other charges imposed by the destination country.

Unless expressly stated otherwise at checkout, these charges are not included in the price paid to POUF and are payable by the recipient.

Customs rules and charges vary between countries and are determined by the relevant authorities, so unfortunately we cannot predict the amount that may be charged.

Please make sure your delivery and contact information is complete and accurate, and respond to any requests from the carrier or customs authorities that may be necessary to complete delivery.

Failed or Uncollected Deliveries

If a parcel cannot be delivered because of an incorrect or incomplete address, refusal of delivery, failure to collect the parcel, or incomplete customs procedures, it may be returned to POUF.

If this happens, please contact us and we will work with you to find the best way forward.

Where permitted by applicable law, reasonable direct costs actually incurred by POUF as a result of the unsuccessful delivery or return may be deducted from a refund or charged before re-shipment.

We will not impose such costs where the failed delivery was caused by POUF or where doing so would conflict with your mandatory consumer rights.

Right of Withdrawal

If you are a consumer entitled to a statutory right of withdrawal, you generally have 14 days from the date you receive your order to notify us that you wish to withdraw from the purchase.

You do not need to give a reason.

To exercise your right of withdrawal, you may contact us at poufcph@gmail.com with a clear statement of your decision to withdraw, or use our Standard Withdrawal Form (click to download).

Use of the form is not mandatory.

Once you have notified us of your withdrawal, the goods must be sent back without undue delay and no later than 14 days after you notified us.

Return Shipping

Unless the return concerns a defect or another situation in which POUF is legally responsible for the return costs, the customer bears the direct cost of returning an item when exercising the right of withdrawal.

We strongly recommend using a tracked and appropriately insured shipping service, particularly for unique, valuable or fragile objects.

The customer bears the risk of the goods during the return shipment when exercising the statutory right of withdrawal.

Please take the same care when packing an item for its return journey, particularly with delicate or one-of-a-kind pieces.

Return instructions and the applicable return address will be provided when you notify us of your return.

Condition of Returned Items

You may examine an item as you would reasonably be able to do in a physical shop.

You remain entitled to exercise your statutory right of withdrawal if an item has been handled beyond this, but you may be responsible for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the item.

As many POUF pieces are one of a kind and may be particularly delicate, we ask that you take special care when examining, handling and repacking them.

Refunds

If you exercise your statutory right of withdrawal in relation to your entire order, we will refund the purchase price and the cost of our least expensive standard delivery option offered for that order.

If you chose a more expensive delivery method, such as express delivery, the additional delivery cost will not be refunded.

If you return only part of an order, the original delivery cost will not be refunded.

The cost of returning an item to POUF is your responsibility unless the return concerns a defect or another situation in which POUF is legally responsible for the return costs.

Refunds will be made without undue delay and no later than 14 days after we receive notice of your withdrawal. For returned goods, we may withhold the refund until we have received the goods or you provide evidence that they have been sent back, whichever occurs first.

Unless otherwise agreed, refunds will be made using the same payment method used for the original purchase.

Exceptions to the Right of Withdrawal

The statutory right of withdrawal does not apply in certain circumstances provided by law.

This may include goods made to the consumer’s specifications or clearly personalised for the consumer.

However, an item is not automatically excluded from the right of withdrawal merely because it was ordered specially or offered with ordinary standard choices.

Where a product is not eligible for the statutory right of withdrawal, this will be made clear where relevant before purchase.

Damaged, Incorrect or Defective Items

Please contact us as soon as reasonably possible if your order arrives damaged, you receive the wrong item, or you believe an item is defective or materially different from its description.

Email poufcph@gmail.com with your order number and, where possible, photographs of the item and packaging. This helps us understand what has happened and, where relevant, resolve the matter with the carrier.

For purchases governed by Danish consumer law, consumers generally have a two-year statutory right to complain about defects, including for vintage and pre-owned goods.

Vintage and pre-owned pieces may naturally display characteristics associated with age and previous use. Relevant known condition issues are described and/or photographed where appropriate. This does not limit your statutory rights in relation to defects for which POUF is legally responsible.

Where an item has a defect covered by applicable consumer law, POUF will provide the remedy required by law.

Cancellations Before Dispatch

If you wish to cancel an order before it has been dispatched, please contact us as soon as possible at poufcph@gmail.com.

Where we are able to cancel the order before dispatch, we will confirm the cancellation and arrange the applicable refund.

Your statutory right of withdrawal is separate from our ability to stop an order before dispatch and is not limited by this section.