Delivery & Returns

🎄 EXTENDED CHRISTMAS RETURNS 🎄
Orders placed from Thursday 10th October 2024 can be exchanged up until Friday 10th January 2025

All orders will be dispatched within three (3) working days of placing the order (although most are dispatched the same day).

Please note that products on Pre-Order will have the estimated timeframe for dispatch on the product page. Orders including a pre-order item will be shipped when all items are available.

Our business working days are Monday-Friday. No orders will be sent during the weekend. Orders placed after 2pm on Friday will be sent the following working day. 

UK DELIVERIES

• Orders over £70: FREE Royal Mail 2nd Class (2-3 days)
• Order below £70: Royal Mail 2nd Class (£2.95) (2-3 days)
• Royal Mail 1st Class (£4.95) (1-2 days) 
• Royal Mail 1st Class Signed For (£6.95)
• Royal Mail Special Delivery 1pm (£8.95) 
• DPD - 1-2 Working Days. For orders Monday-Thursday (£6.95)

We have partnered with Royal Mail to offer a Tracked service on all orders, so you can follow the progress of your order and get a time slot for delivery.

USA

We take care of all duties and taxes, so you have nothing to pay :)

• Orders over $100: Free UPS/DHL Express (1-3 days)
• Order below $100: UPS/DHL Express ($21.00) (1-3 days)

Our partnership with UPS and DHL enables us to deliver to much of the US the next working day, in some cases it can take up to 3 days.
As soon as your order is shipped you will receive a tracking number followed by a time slot for delivery.

EU DELIVERIES

We take care of all duties and taxes, so you have nothing to pay* :)

*In the unlikely event our courier does ask for duties to be paid, please email hello@pompomlondon.com and we will resolve this.

AUSTRALIA

We take care of all duties and taxes, so you have nothing to pay :)

• Orders over A$121: Free International Express (6-10 days)
• Order below A$121: International Express (A$16.00) (6-10 days)
• UPS Express A$28 (3-4 days)

As soon as your order is shipped you will receive a tracking number followed by a time slot for delivery.

CANADA

We take care of all duties and taxes, so you have nothing to pay :)

• Orders over C$116: Free UPS Express (1-3 days)
• Order below C$116: UPS Express (C$22.00) (1-3 days)

Our partnership with UPS and DHL enables us to deliver to much of the Canada the next working day, in some cases it can take up to 3 days.
As soon as your order is shipped you will receive a tracking number followed by a time slot for delivery.

SAUDI ARABIA

We take care of all duties and taxes, so you have nothing to pay :)

• Orders over Dhs.370: Free International Express (6-10 days)
• Order below Dhs.370: International Express (Dhs.95) (6-10 days)
• DHL Express Dhs.100 (3-4 days)

As soon as your order is shipped you will receive a tracking number followed by a time slot for delivery.

Rest of the World DELIVERIES

All orders are sent using a DAP service. All customs/duty payable by the customer. 

RETURNS

• All original packaging & stuffing in bag
• Leather Pom Pom London tag attached
• Protective tape on all zip pulls

To arrange a return/exchange please CLICK HERE

If your goods are faulty, please get in touch with us as soon as possible.

If you are not satisfied with your order please do get in touch with us and we will be more than happy to help resolve any issues.

Return shipping is paid by the buyer. We do offer a returns service for UK, US, Australia, Germany and Canada.

SALE ITEMS CAN BE RETURNED WITHIN 14 DAYS.

Personalised Items

Unfortunately, due to the bespoke nature of these personalised items they are non-returnable and non-refundable with the exception of faulty products. If you feel like your personalised item may be faulty please do get in touch with us.

WARRANTY

All Pom Pom London products have a 365 day warranty from the date of purchase.

In the unlikely event that a product fails in the warranty period including all stitching, zips, metalwork, or straps you can return it to us for a repair or replacement so long as the products have been fairly treated for the period.

This does not cover products that have been damaged by misuse, accidents or unauthorised repair.

If you have received an item which you believe to be faulty, contact our customer service team at hello@pompomlondon.com

Please note that our warranty does not cover general wear and tear.

PLACING AN ORDER

Unfortunately you will not be able to edit or cancel your order with us once it's been placed due to our fulfilment process.

Alternatively, once you receive your order you can return via our returns website. We will refund the price paid for good to the original payment method once received back at our warehouse.

Please note that products on Pre-Order will have the estimated timeframe for dispatch on the product page. Orders including a pre-order item will be shipped when all items are available.

GIFT WITH PURCHASE RETURNS

If you received a FREE product or FREE gift with your purchase, it must be included with your returns in order to be refunded in the original form of payment.

If you choose to keep the FREE gift, the RRP of the gift will be deducted from your refund.