FAQ

Orders

Are there any restrictions on shipping to the EU?
We expect to be able to ship subscriptions and pre-order copies to countries within the EU as usual. However, EU orders are currently restricted to a maximum order value of €22 / £19.50 due to VAT limits. Please see our Shipping and Returns policy for full details. 

I can't log in! / Where is my old account?
We are currently in the process of transferring customer data over from our old website. Please don't worry as we'll keep hold of your order details and will transfer all the data to our new site when it is ready to launch! Find out more about how we handle data in our Privacy Policy

Where are my previous downloads?
We are preparing our new, permanent, website to launch in 2021 and we aim to transfer your order data over to this site ahead of launch. In the meantime we'd be more than happy to send you a Ravelry link to your PDF downloads. Please email contact@pompommag.com with your details and we can arrange this for you!

I need to update the address on my subscription
Please email contact@pompommag.com with your new address and we can make sure our records are updated ahead of our next release! If you’ve recently moved to a new address then please email us with your updated details before 24th January 2021, to make sure you receive your copy of Issue 36 – Spring 2021!

The deadline for address changes for Issue 35 – Winter 2020 has now passed.

Do I need to renew my subscription?
Please email contact@pompommag.com and we can check this for you!

When will my order be shipped?
All orders placed after 17th December will arrive from early January. For more information please see our Shipping and Returns page.

What are your payment options?
We are able to accept debit and credit cards, as well as payments through PayPal. 

Gift Cards

How do they work?
We have gift cards available for £20, £50 and £100. Gift cards can be emailed directly to that special someone - just fill in their email address, add your message and once you've completed your order it will instantly appear in their inbox! Or if you prefer, you can use your own email address and the card will be emailed to you. You can then forward the email gift card to the recipient on the day of your choice, or print it out and add it to a card.

I bought a gift card from the old site, will this still work?
We have re-issued gift cards purchased through our website. Don't worry, the codes are the same so your loved one shouldn't see any difference. If you have any issues redeeming your gift card please email us at contact@pompommag.com.

Digital Downloads

How do I access my digital downloads via Ravelry?
Printed publications come with a Ravelry download code and URL printed inside. For the magazine this is on the inside front cover, and for books this is on the inside back cover. Please make sure you are logged into Ravelry before you redeem your code so that the files save automatically to your library.

I ordered a print & digital product from your website, how do I access my digital download?
Once your order has completed, you will be able to download your files immediately after checkout and you'll also receive a separate email with a link to download your PDF copy from our website*. If you have not received this, please email us at contact@pompommag.com.

*this excludes copies of any of the Interpretations volumes.

I ordered a digital issue from your website, how do I access it?
Once your order has completed, you will receive a separate email with a link to download your PDF copy from our website. If you have not received this, please email us at contact@pompommag.com.

Website

What happened to the old website?
The Pom team have been busy working on a new website for some time now! However, after years of patching up and ‘digitally darning’ our old website, recent technical issues have pushed us to create a temporary site over the holiday period so we are able to keep orders open. Our fabulous new site will launch properly in the new year, which will ultimately mean a website that is easier and more accessible for you to enjoy. Of course we will let you know when that happens via our newsletter and social media platforms.

Where are your free patterns?
You'll find a selection of free patterns on our blog, and we are aiming to add more in the new year. If you are looking for a particular pattern, please email us at contact@pompommag.com.

Where can I find your back issues or older publications?
In order to get this temporary site up and running quickly, we've decided to only keep our most popular products available to order over the festive period. We will update our product list in the new year, but in the meantime you can find digital versions of our back issues and publications on Ravelry. If you have any issues accessing Ravelry, please email us at contact@pompommag.com.

I'm trying to download a chart or written instructions via pompommag.com/codes. How can I access these?
Email us contact@pompommag.com letting us know which pattern files you need and we'll share these with you! As part of the upgrade to our new site, we've had to streamline some of the functions that were available on the old website. Rest assured that we are working on a more permanent solution for providing these downloads.

Everything else

My LYS should stock Pom Pom / I want to stock Pom Pom!
Hurrah! Please shoot us an email contact@pompommag.com and we’ll organise this.

How can I submit my pattern or article idea to Pom Pom?
Every few months we put out a call for submissions via our website, newsletter and social media. Sign up to our specific submissions newsletter to be kept up to date with new calls. 

Help! I’m stuck on a pattern / I don’t know what yarn to use / I think there is errata?
Don’t panic! There are lots of ways we can help! Our Pom Pom Ravelry group is full of friendly knitters chatting about their Pom projects, so it’s a good place to see what other tips your fellow Pom pals have. If you think you have found a mistake, check our Errata page and of course email us contact@pompommag.com if there is anything we can help with.

Tell me more about your printers?
We're proud that Pom Pom Quarterly is printed in the UK by Park Communications, a leader in cleaner, greener, environmental print. The magazine is made from paper containing 100% virgin fibre sourced from well-managed, responsible, FSC® certified forests. 100% of the inks used are vegetable oil based, 95% of press chemicals are recycled for further use and, on average 99% of any waste associated with this production will be recycled.

Our books are printed in the UK by Pureprint Group, the world's first carbon neutral printer, who ensure our publications are carbon balanced via the World Land Trust.

Click here to find out more about our ongoing commitment to ecology and carbon neutrality.