Shipping + Returns
Update November 2023: We have been overwhelmed with support in the form of orders from around the world. Our very small team is hard at work every day processing these, but the volume means this could take a few weeks. Thank you so much for your patience and support.
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.
Shipping Prices for Australia and New Zealand
25.01.2023 - Our regular shipping partners have temporarily suspended shipping to Australia and New Zealand, and therefore orders to Australia and New Zealand will be sent via Royal Mail for this period. This means a short term increase to shipping prices to these regions, in line with Royal Mail's more expensive international service. Once we have an update from our partners, we will share this here and hope to return shipping costs to these regions to the regular rates as soon as possible.
Please note subscription shipping prices are not subject to the same increases to customers in Australia and New Zealand as they can be dispatched by our regular subscription mailing partner using alternative couriers.
European Union Orders and Shipping
For customers in the EU, please see our order and shipping update.
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 email@example.com and include photographs of the issue so we can understand the problem and resolve this for you.
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 firstname.lastname@example.org 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’ve recently moved to a new address then please email us with your updated details before 6th December 2024, to make sure you receive your copy of Issue 48 - Spring 2024.
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.
If you wish to return a Pom Pom product, please email email@example.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.