FAQs

1. ORDERS

1.1 Do I need to open an account in order to shop with you?

No, you don’t need to. You can make purchases and check out as a guest everytime. No, you don’t need to. You can make purchases and check out as a guest everytime.

However, by setting up an account with us, it will allow you to order without having to enter your details every time you shop with us. You can sign up right now, or you can first start shopping and create your account before you check out at the shopping cart page.

1.2 How do I /create an account?

Please click on “Login/Register” followed by ‘Create An Account’ and fill in your personal particulars.

1.3 How do I order?

Shop for the items you want and add it to your shopping cart. When you have finished, you can proceed to your shopping cart and check out. Check and ensure that all information is correct before confirming your purchases and payment.

1.4 I have problems adding items to my shopping cart

You will be able to add the items as long as it is available. There could be an instance where the item is in someone else’s shopping cart hence the status of the items is reflected as “Temporarily Unavailable”. If you still have a problem, reset your we browser or try to use another one.

1.5 How do I pay for my orders?

You can pay for your order using fast and secure electronic payments that tpay.com performs on our behalf. Tpay.com provides the widest range of payments which guarantees online transactions in the largest scope on the market. Choose your bank and pay online transfer quickly and safely. You can pay for your purchases with a traditional bank transfer. Data for bank transfer:
Pom-Pom s.c.
ul. Łąkowa 14a
14-603 Olmonty
Poland
Bank: mBank
Account number: 87 1140 2004 0000 3002 7715 4569
IBAN: PL 87 1140 2004 0000 3002 7715 4569
Subject of transfer: ORDER nr: "Your order number"
Shipping COD - cash on delivery (for Polish orders only)

1.6 Can I amend and cancel my order?

Unfortunately we are unable to cancel an order once it has been placed. This will allow us to pack your orders efficiently and to minimize errors. It is advisable to check your order before placing it.

1.7 I have a discount code, how can I use it?

Key in the voucher code at the field “Voucher Code” and click “Add” in your Shopping Cart page before proceeding to check out. Please note that we are unable to manually apply the voucher code to your order if you have missed keying it during check out. Kindly ensure that all information is correct before confirming your purchase.

1.8 How will I know if my order is confirmed?

After you have placed your order, you will receive an acknowledgement e-mail from us to confirm that your orders have been received. However, do note that orders will only be shipped when your credit card payment has been approved and billing and delivery address is verified. Alternatively, you may check the status of your order in “My Account” if you are a registered user.

2. DELIVERY

2.1 When will my order be processed?

Większość zamówień realizujemy w ciągu 5-7 dni roboczych z wykluczeniem weekendów i świąt. Czas realizacji wynika z tego, że są to produkty Hand Made i wymagają ręcznego wykończenia najmniejszych szczegółów. Wyjątkiem są produkty z działu „Lalki” i „Akcesoria” – te wysyłamy w 24 godziny. Dokładny czas realizacji danego produktu jest podany w opisie każdego z nich. Jeżeli zależy Ci na szybszym czasie realizacji – napisz do nas na sklep@pom-pom.pl. W naszym sklepie nie ma rzeczy niemożliwych 🙂

2.2 How long will it take for me to receive my order?

Shipment by DPD courier or InPost courier usually arrives within 24 hours from the moment the parcel is sent by the seller. Longer delivery times have orders with international shipments to EU countries, outside Poland.

2.3 How can I track my delivery?

Ależ oczywiście, że TAK 🙂 Dostaniesz na maila wiadomość o wysłaniu paczki z numerem przesyłki. Możesz ją śledzić wpisując ten numer bezpośrednio na stronie naszego sklepu w stopce na dole strony, tuż obok ikonki skutera. Wklej numer wysyłki i wciśnij przycisk „Track”.

2.4 Can I change my shipping address after my order has been confirmed?

Unfortunately, we are unable to redirect orders once your order is confirmed. Therefore, please ensure you provide the correct shipping address.

2.5 There is a missing item in my order, what should I do?

We apologize for sending you an incomplete order. Please contact our Customer Care Team at sklep@pom-pom.pl and we will get back to you as soon as we can.

2.6 I’ve received a defective item, what should I do?

We apologize if you had received a defective item from us. Please contact our Customer Care Team at sklep@pom-pom.pl with a snapshot of the product and we will get back to you as soon as we can

2.7 I’ve received an incorrect item, what should I do?

We apologize for sending you the wrong item. Please contact our Customer Care Team at sklep@pom-pom.pl and we will get back to you as soon as we can.

2.8 I’ve purchased the wrong size or color

You can exchange the item for the right one if it is available in our warehouse. If it is not - you can return the goods and we will give you back the money. Read the information about RETURNS AND CLAIMS  in our shop

2.9 I have not received my parcel, what should I do?

Kindly drop an email to our Customer Care Team at sklep@pom-pom.pl if you have not received your parcel after 10 working days and we will assist you accordingly

2.10 Will there be an additional charge for redelivery?

In the case of returns within 14 days without giving a reason, the cost of shipping is covered by the customer. We return the value of the purchased item. We do not refund shipping costs.

In the case of a complaint considered positive. We refund the amount equal to the value of the purchased item plus the costs of the first shipment. The cost of sending the advertised goods to us is covered by the customer.