Customer Service / Frequently Asked Questions
How can I contact you?
Our customer service team will assist you with order inquires, delivery questions, returns and exchanges.
Customer Service USA
Phone: 801-365-5550, e-mail: email@example.com
Customer Service Europe
Questions regarding your order firstname.lastname@example.org
Questions regarding products email@example.com
What is the status of my order?
Orders to destinations outside of Sweden can be tracked on our website. Sign in to your account and click on ”My Profile”. Locate your order and click on the tracking number for updated information from UPS about the status of your shipment.
How much is shipping?
The cost of shipping your items is subject to where the items are sent. View the POC shipping charge table. Except from those differences, orders to countries outside of the EU may be subject to additional costs. The next section ”Do I have to pay extra duties and taxes” tells you more about this. You can also read more about shipping in our Customer Service section under ”Shipping”.
Do I have to pay extra duties and taxes?
Orders to countries outside the European Union (EU) may be subject to VAT, import duties and/or taxes, which are levied once your package reaches your country. On orders to countries outside of the EU, we cannot predict what your particular charges may be. These additional charges must be rendered by you in order for your package to clear customs. Please contact your local customs office for more information. Find complete information about prices in our Terms and Conditions.
What size do I have?
Our size chart together with ”Fitting Guides” on all product pages will help you find the right size for your gear.
Instructions on how to take your measures can be found in our ”Guide to Collection”. The translation chart is useful if you are not used to the European scale. For help to find the right fit, view POC´s sizeguides.
How to try a helmet
A helmet should have a close but snug fit. Not too tight, not too loose. Remember always to try a helmet with a pair of goggles and to check that the helmet and goggles fit well together. All POC helmets and goggles are developed together for a seamless integration. When choosing the right size, you can measure the circumference of the head at the widest area of the head. This measurement corresponds to the measurement stated in the helmet size guide. For example, if your head circumference measurement is 57cm, you are most likely to for in a L size helmet (L: 57-58 cm). Remember that each head is different and a circumference measurement of 57cm is no guarantee that a helmet of size L: 57-58cm will fit perfectly depending on the shape of the head in relation to the shape of the helmet.
How can I cancel my order?
If you want to cancel an order, you can do this by sending an email to firstname.lastname@example.org. Please state the order number found in your order confirmation and what items you wish to cancel. If the order has already been sent to you, you can still cancel the order within 14 days after the delivery. Note that in such cases shipping costs will not be refunded. You will at your own expense ship the items back to us. Naturally, the returned items must be in perfect conditions. Instructions for how to return an item can be found in in the Customer Service area, under ”Exchanges and Returns”. Read our Terms and Condition for complete information about returns.
How do I return an item? - Returns & Exchanges
During 14 days following the delivery of your order, you may request the exchange or refund of items. The order must be returned to us in perfect condition in original packaging and accompanied by the original invoice. Returns will only be accepted if labels and original packaging are fully intact. POC cannot accept returns where labels have been removed. Shipping charges on returned merchandise are at the customer's expense. POC will not charge additional shipping on exchanges.
Refunds for returned merchandise will be made within two weeks of the return of the product, to the original purchaser’s credit card. Please contact email@example.com for how to proceed with your return. Remember to state your order number, also clarify which items you are sending back. Enclose the form with your returning items. If you want to make sure the new items are reserved for you in stock, email us at firstname.lastname@example.org with a clear description of the matter. All exchanges are subject to availability.
How can I pay my order?
You can pay using Visa, MasterCard and (Klarna invoice only in Sweden).
I've lost my password, how can I get it back?
Instructions for how to find your password are available at the login page.
How do I know the item will fit?
All items have size charts which helps you find your size. Should you not be satisfied with the fit of an item, it can be exchanged within 14 days after delivery. We will not charge extra shipping of the new item. All exchanges are subject to availability. Find further instructions of exchanges at the back of your invoice.
How will you handle my personal information?
Payment & Prices
We accept card payments by Visa, MasterCard. The full amount will not be charged until your order is dispatched. When paying with a card, you must enter your card security number (CVC). For VISA and MasterCard this is usually a 3 digit code found on the back of the card. Prices include Swedish VAT at 25 %. Shipping costs will be added to your order. For shipping charges, please view the POC shipping charge table.