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If you want to claim an item that you bought online
1. The first step is to call the Customer Support Service at 062 433 247.
You must have your order number ready before calling for customer support.
2. Then fill in the Complaint Sheet (obtained upon successful purchase, to your email address) which you can download here. Pack the completed form together with the item you are returning.
3. The item you are returning must be returned exclusively via the City Express courier service. You can call the mentioned courier service by phone at: +381 11 3093 000 on working days from 09:00 to 17:00 to arrange pick-up.
The claimed item is sent with the indication: Ponchico.com online store to the address:
When the shipment is delivered, the buyer receives an email notifying him of the receipt of the shipment. The buyer receives the decision on the outcome of the complaint within 8 days from the day of receipt of the shipment by the seller.
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