Shipping + Returns

Festive Delivery Deadlines

Last order dates for delivery before 25th December 2022:

Rest of World

Order by 27th November, midnight UK-time*

European Union Order by 4th December, midnight UK-time
USA Order by 12th December, midnight UK-time
UK Order by 15th December, midnight UK-time**

*Shipments to Australia and New Zealand are still incurring delays so unfortunately we cannot guarantee delivery before 25th December.

**UK orders may be affected by Royal Mail strike action (see below).

Our studios will be closed over the festive season and orders placed after 15th December may ship from early January. 

UK Royal Mail Strike Action (Updated 18th November)

There are planned strikes across the UK Royal Mail network on the following days:

  • 24th - 25th November
  • 30th November - 1st December
  • 1st December
  • 9th December
  • 11th December
  • 14th - 15th December
  • 23rd - 24th December

Please be aware that although we will ship your order as soon as possible, delays and disruptions may occur during this time.

Shipping Suspension for Ukraine and Russia

2 March 2022 Our shipping partners have temporarily suspended shipping to both Ukraine and Russia, and therefore we can no longer ship physical items to either country. Once we have an update from our partners, we will share this here.

European Union Orders and Shipping 

For customers in the EU, please see our order and shipping update.

Shipping

Pom Pom Publishing is based both in the UK and the US. All US orders will ship with USPS from our base in Austin, TX. All other orders will ship from our UK office in London. At this time, we are unable to provide tracking numbers for your order. 

A number of our products are available for pre-order prior to publication. When ordering a pre-order product, please note the official ‘on-sale’ date when making your purchase. This information will be available in the product description. If your purchase includes a pre-order product or a subscription beginning with the forthcoming issue then any additional items purchased at the same time will be shipped separately. However, if you are placing your pre-order within 3 weeks of the ‘on-sale’ date and your order includes additional items, then your order may be held and shipped as one parcel. 

 Please note that once your order has been despatched, we cannot take responsibility for any delays incurred during shipping. Most carriers ask that you wait at least 3 weeks from the date of despatch before making a claim. Although rare, sometimes orders can be delayed in transit and we recommend that you wait 3 weeks from the date of despatch before contacting us about delayed orders. 

Your order will be sent to the address you have entered as the ‘shipping address’ at checkout. Please check your order confirmation email to make sure your details are correct. We try to spot mistakes but we cannot be held responsible for parcels missing due to address errors. If a parcel is returned to us due to your address error we can re-send your item with an additional delivery charge.

If your order is being delivered outside of the UK, EU or US then you may be liable for customs duties and taxes. These duties and taxes are not the responsibility of Pom Pom Publishing. 

If your order arrives in an unsatisfactory condition please contact our team at contact@pompommag.com and include photographs of the issue so we can understand the problem and resolve this for you. 

Subscriber Shipping

Shipping costs for subscriptions are applied at checkout. These rates reflect the cost of shipping four individual issues over the course of your subscription and are adjusted each year. 

If you are a subscriber and you have moved to a new address since your last Pom Pom delivery, then please email contact@pompommag.com with your new address before the deadline for the upcoming issue. Updating your address within your Pom Pom account does not update our subscription records and we ask that you email to notify us of your change of address so that we can apply it to your subscription. 

If you fail to inform us of your change of address in time, then please let us know, but note that we may not be able to guarantee a replacement copy or you may incur the additional cost of shipping a replacement.

Returns

If you wish to return a Pom Pom product, please email contact@pompommag.com prior to sending your package. Return postage will be at your cost and the item must be in resalable condition for us to issue a refund. We do not refund shipping costs for return orders, or the original shipping costs. Your initial order must have been placed through pompommag.com and not through one of our stockists. If you are returning a printed publication then the download code must not have been redeemed. Items must be returned within 30 days from delivery. 

When returning an item, please include a note in your package that includes your name, order number and email address so that we can match it to your initial order and please retain proof of postage.