Shipping + Returns
Temporary delays to US shipments:
Unfortunately we are currently experiencing delays in shipping your Pom Pom parcels within the US.
The government in Austin, Texas - where our US studio is based - has declared a state of emergency following unprecedented snowfall and a long-lasting power outage. As a result, postal services are not operating and it is not safe for our team to travel to the Pom Pom studio to pack parcels. We will do everything in our power to get parcels out the door as quickly as humanly possible when it is safe to travel, but can only apologise for the delay in the meantime.
At present, we estimate a delay of around 7-10 days, but this could change depending on how long the state of emergency lasts and the extent of the fallout, such as ongoing power, water, and food shortages.
Our teams in London and Austin are doing everything they can to resolve this as quickly as possible for you and we really appreciate your understanding at this time.
Thank you so much for your patience! Pom Pom xx
Britain's Exit from the European Union
Subscriptions & Pre-Order Copies:
We expect to be able to ship subscriptions and pre-order copies to countries within the EU as usual. Should there be any significant changes to the current plans, we will reach out to you directly with an order update.
EU orders are currently restricted to a maximum order value of €22 / £19.50 due to VAT limits. Due to these limits, Knits About Winter, Knitting Outside the Box and all gift sets are not available to EU customers at this time. All other in-stock Pom Pom publications are available.
If your order contains more than one item and totals more than €22 / £19.50 then you will need to place additional orders. Additional orders will ship separately and we cannot combine these orders.
Subscriptions are exempt from this limit, but cannot be purchased with any additional printed items.
We understand that orders under €22 should be exempt from VAT, however Pom Pom is not responsible for any customs/duty charges or local VAT that may be applied to your shipment once it enters your country.
If you have any questions please email email@example.com.
COVID-19 Shipping Changes
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.
07.12.20 – Deutsche Post are currently unable to ship to Chile. Orders will instead be shipped via Royal Mail using an untracked service. There are significant delays to this service and some orders are taking a month or more to arrive.
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! Pom Pom xx
*this excludes all volumes of Interpretations.
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. UK orders will ship with Royal Mail (2nd class) and International orders will ship with DHL/Deutsche Post. At this time, we are unable to provide tracking numbers for your order. If you receive an email letting you know that your order is complete, this means your order has been dispatched unless it includes a pre-order item (see below for more information).
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.
Estimated shipping times (outside of the festive season):
Orders within the UK: 2-3 working days from despatch.
Orders within the US: 3-6 working days from despatch.
Orders within Europe: 4-7 working days from despatch.
Orders outside of Europe: 7-13 working days from despatch.
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 European Community (EC) then you may be liable for customs duties and taxes. These duties and taxes are not the responsibility of Pom Pom Publishing. The United Kingdom does not apply duties to books or magazines, so only orders including merchandise items may incur import duties.
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.
Subscription shipping costs:
UK : £9.60
US : £16.00
Countries within the European Community (EC): £17
Iceland, Norway and Switzerland: £17
All other countries: £23.00
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 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.
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.