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 twice a week until further notice.
27.04.20 – Our shipping provider has informed us that they are currently unable to deliver to the following countries and therefore all orders shipping to these countries will be held in our office until our carrier resumes their service:
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 via ‘My Account’ once you have logged into our website. 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).
We are a small team and aim to ship your order within 1-2 working days. If, in the unlikely event that your order is being considerably delayed, our team will contact you with with an update on the status of your order and estimated despatch date.
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:
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.
We will update this page as soon as we know of any changes to customs arrangements following the UK’s exit from the European Union in January. At this time we are not aware of any changes to our current shipping practices.
If your order arrives in an unsatisfactory condition please contact our team at [email protected] 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.
Subscription shipping costs:
UK : £9.60
US : £16.00
Countries within the European Community (EC) : £17
Iceland, Norway and Switzerland: £18
All other countries: £21.00
If you are a subscriber and you have moved to a new address since your last Pom Pom delivery, then please email [email protected] 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 8th May 2020, to make sure you receive your copy of Issue 33 – Summer 2020!
If you fail to inform us of your change of address in time, then please let us know, but note that there may be an additional shipping cost associated with requesting a replacement copy.
If you wish to return a Pom Pom product, please email at [email protected] 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 www.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.