Shipping + Returns
European Union Orders and Shipping
For customers in the EU, please see our order and shipping update.
COVID-19 Shipping Changes - Updated November 2021
In an effort to keep our team safe and healthy, we will now be shipping orders from both our UK and US headquarters once a week until further notice.
Please understand that postal services worldwide will be taking precautions and therefore parcels may be subject to additional delays. However, all* purchases through the Pom Pom shop include immediate access to a digital download of the publication which you can find after checkout. We encourage you all to reach out and connect with members of our community on Ravelry forums, and participate in KALs during this time. The Pom team are still available to answer any questions you may have, so please do not hesitate to get in touch!
*this excludes all volumes of Interpretations.
We are currently shipping orders once a week from our London studio as we adjust to new working practices and Covid-19 restrictions. Therefore it may take a few days before your order is shipped out to you.
We have had recent reports of orders taking longer to arrive by Royal Mail. This is particularly noticeable in Scotland, but we have also had reports from across the UK. Royal Mail ask that we wait three weeks before reporting parcels as missing, and we appreciate your patience during this busy time!
Items are still taking a little longer to arrive, now that all parcels have to be processed by customs authorities. We are in discussions with our shipping partners to better estimate how long we can expect shipments will take in future.
Australia and New Zealand:
Unfortunately parcels are still taking considerably longer to arrive, and therefore we cannot guarantee delivery before the festive season. This is due to parcels being re-routed as there is a decrease in the number of direct flights from Europe.
We now offer a tracked shipping service for customers in Australia, which you can select at checkout. Unfortunately this service is also experiencing the same significant delays but we advise using this option where possible so that you can monitor the progress of your order.
Tracked shipping is only available for customers in Australia at this time.
Last order dates for delivery before 25th December:
Rest of World: Order by 24th November, midnight UK-time*
European Union: Order by 5th December, midnight UK-time
USA: Order by 9th December, midnight UK-time
UK: Order by 12th December, midnight UK-time
*Shipments to Australia and New Zealand are still incurring delays so unfortunately we cannot guarantee delivery before 25th December.
Orders placed after 12th December will ship in early January.
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 firstname.lastname@example.org 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 email@example.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’ve recently moved to a new address then please email us with your updated details before 6th October 2021, to make sure you receive your copy of Issue 39 - Winter 2021!
The deadline for address changes for Issue 38 – Autumn 2021 has now passed.
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 firstname.lastname@example.org 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.