Terms of service

POM POM LONDON — TERMS OF SERVICE / TERMS & CONDITIONS

Last updated: 9th January 2026

These Terms & Conditions (“Terms”) apply to your use of the website pompomlondon.com (the “Site”) and any purchases made through it.

Who we are:
Pom Pom London Ltd. (“Pom Pom London”, “we”, “us”, “our”) is a company registered in England and Wales.
Registered address: Bradley House, Headlands Business Park, Ringwood, Hampshire, BH24 3PB, United Kingdom
Company number: 12888418
VAT number: GB367790547
Contact: hello@pompomlondon.com

Platform provider: The Site is hosted by Shopify Inc. (“Shopify”). Shopify provides the ecommerce platform that enables us to sell our products to you.

By using the Site and/or placing an order, you agree to these Terms. If you do not agree, please do not use the Site.

1) ELIGIBILITY & ACCOUNTS

  1. You must be at least 18 years old, or have permission from a parent/guardian, to use the Site and place orders.

  2. If you create an account, you are responsible for keeping your login details secure and for all activity under your account.

  3. You must provide accurate and complete information (including delivery and billing details).

2) OUR PRODUCTS & INFORMATION

  1. We try to ensure all product information, descriptions and prices are accurate, but errors may occur.

  2. Product images are for illustrative purposes. Colours may vary depending on your device and screen settings.

  3. Product availability may change, and we may limit quantities or discontinue products at any time.

Your UK statutory rights: Nothing in these Terms affects your statutory rights. For UK customers, goods must be as described, fit for purpose and of satisfactory quality (subject to normal wear and tear).

3) ORDERS, CONTRACT FORMATION & ORDER CHANGES

  1. When you place an order, you are making an offer to buy the goods.

  2. The contract is formed when we send you a dispatch confirmation email (or other written confirmation that your order has been dispatched).

  3. We may refuse or cancel an order for reasons including, but not limited to: stock availability, errors in pricing or product information, suspected fraud, issues with payment verification, shipping restrictions, or where we cannot deliver to your address.

  4. We may not be able to change or cancel an order once placed, especially once it enters processing. However, this does not affect any legal cancellation rights you may have (see Section 8).

4) PRICES, TAXES & PAYMENT

  1. Prices shown on the Site are in the currency displayed and are subject to change.

  2. UK customers: prices are shown inclusive of VAT unless otherwise stated.

  3. International customers (including the US): prices may exclude local taxes, duties, customs fees and import charges. You are responsible for paying these where applicable.

  4. Payment is taken at checkout. If payment is not authorised, we will not process your order.

5) PROMOTIONS & DISCOUNTS

Promotions, discount codes and offers may be subject to additional terms. If promotion terms conflict with these Terms, the promotion terms apply.

We may change or withdraw promotions at any time.

6) SHIPPING & DELIVERY

  1. Shipping options, costs and estimated delivery times are shown at checkout and/or in our delivery information pages.

  2. Delivery times are estimates, not guarantees. We are not responsible for delays outside our control (e.g., courier disruptions, customs delays, weather, strikes).

  3. Risk and responsibility for delivery

    • UK / EU-style consumer protection: If you are a consumer, risk passes to you when the goods are delivered to you or to someone you nominate.

    • If you ask the courier to leave your parcel in a safe place or with a third party not nominated by you, you may be responsible for loss after delivery is marked complete.

  4. Title (ownership): Ownership of the goods passes to you once we have received full payment for the goods (including delivery charges).

7) RETURNS, REFUNDS & FAULTY GOODS

Our returns process is set out in our Refund Policy / Returns Policy (the “Returns Policy”) here.

UK customers — cancellation rights:
If you are a UK consumer purchasing online, you generally have the right to cancel your order within 14 days of receiving your goods, except for items that are exempt (e.g., personalised items). This is explained in our Returns Policy.

Faulty goods:
If your item is faulty, not as described, or not fit for purpose, you have legal rights (including repair, replacement, or refund) depending on your location and applicable consumer laws.

Important: Nothing in our Returns Policy limits your statutory rights.

8) PERSONALISED / CUSTOM ITEMS (IF APPLICABLE)

If you order personalised or custom-made items, you acknowledge that:

  • you may not have a right to cancel for change of mind once production has started, and

  • returns are generally only accepted if the item is faulty or not as described.

(If you do not offer personalised items, remove this section.)

9) WEBSITE USE & PROHIBITED CONDUCT

You agree not to misuse the Site. You must not:

  • commit fraud or unlawful activity

  • attempt to interfere with the Site’s security or functionality

  • scrape, crawl, reverse engineer, or copy content except for personal use

  • upload malicious code or viruses

  • infringe intellectual property rights

  • harass or abuse others

We may suspend or terminate access to the Site if you breach these Terms.

10) INTELLECTUAL PROPERTY

All content on the Site (including trademarks, logos, images, designs, text and graphics) is owned by Pom Pom London or its licensors and is protected by applicable intellectual property laws.

You may use the Site for personal, non-commercial purposes only. You may not reproduce, distribute or exploit the Site content without prior written permission.

11) USER CONTENT & REVIEWS

If you submit reviews, comments, photos, videos, ideas or other content (“User Content”), you:

  1. confirm you have the right to submit it, and

  2. grant us a non-exclusive, worldwide, royalty-free licence to use, reproduce, display and publish it in connection with our business (including marketing), subject to applicable law.

We may remove User Content that is unlawful, abusive, misleading, or infringes third-party rights.

12) THIRD-PARTY SERVICES & LINKS

The Site may link to third-party websites and services. We are not responsible for those third parties. Your use of third-party services is at your own risk and subject to their terms.

13) DISCLAIMERS (IMPORTANT — PLEASE READ)

  1. The Site is provided “as is” and “as available”. We do not guarantee the Site will always be uninterrupted or error-free.

  2. We do not exclude or limit our liability where it would be unlawful to do so — including for:

    • death or personal injury caused by negligence

    • fraud or fraudulent misrepresentation

    • any breach of your legal rights (including under UK consumer law)

UK consumer rights: If you are a UK consumer, you have statutory rights in relation to goods that are faulty or not as described. Nothing in these Terms affects those rights.

14) LIMITATION OF LIABILITY

Nothing in these Terms limits liability that cannot legally be limited (see Section 13).

Subject to the above:

  1. If you are a consumer, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our negligence.

  2. We are not liable for:

    • losses that were not foreseeable

    • business losses (including loss of profits, revenue, business interruption), where you are purchasing as a consumer

    • indirect or consequential loss, where not foreseeable

  3. Our total liability to you for any claim arising out of your order is limited to the total amount paid by you for the relevant goods, unless the law requires otherwise.

15) INDEMNITY (BUSINESS USE)

If you use the Site for business purposes (or breach these Terms), you agree to indemnify us for losses arising from your unlawful use, breach of these Terms, or infringement of third-party rights.

(If you want this to apply only to business customers, explicitly state: “This section does not apply to consumers.”)

16) EVENTS OUTSIDE OUR CONTROL (FORCE MAJEURE)

We are not liable for delays or failure to perform our obligations where the cause is outside our reasonable control, including (without limitation): courier disruptions, customs delays, pandemics, strikes, war, natural disasters, power outages, or internet failures.

17) CHANGES TO THESE TERMS

We may update these Terms from time to time. The “Last updated” date at the top shows when changes were made.

If we make material changes, we will take reasonable steps to notify you where appropriate.

18) GOVERNING LAW & JURISDICTION (UK + INTERNATIONAL CUSTOMERS)

These Terms are governed by the laws of England and Wales.

  • If you live in England or Wales, the courts of England and Wales will have jurisdiction.

  • If you live in Scotland, you may bring proceedings in Scottish courts.

  • If you live in Northern Ireland, you may bring proceedings in Northern Irish courts.

  • If you live outside the UK, you may also have mandatory consumer rights under the laws of your country of residence, and nothing in these Terms limits those rights.

19) GENERAL

  1. If any provision of these Terms is found unlawful or unenforceable, the rest remains valid.

  2. We may transfer our rights and obligations under these Terms to another organisation (e.g., in a sale of business).

  3. You may not transfer your rights under these Terms without our consent.

  4. These Terms, together with our policies referenced herein, form the entire agreement between you and us.

20) CONTACT

Questions about these Terms: hello@pompomlondon.com
Pom Pom London Ltd., Bradley House, Headlands Business Park, Ringwood, Hampshire, BH24 3PB, UK
Phone: +44 (0)20 4538 4462