Frequently Asked Questions

How do I place an order?

You can place your order online 24/7. If you experience any difficulties please don’t hesitate to contact us. We can also take your order over the telephone on 01424 428 108.

Can I add an extra item to my order?

If you wish to add an extra item to your order after you have made the initial transaction, you can do so provided it has not already been packed. Please phone us on 01424 428 108 to check. We would need to take payment for the additional item(s) over the phone.

What are your delivery charges and timescales?

Please see our Delivery page, which will give you all the information you need.

Do you delivery outside the UK?

We do deliver to many countries outside the UK, but postage charges can be high. As we grow, we hope to improve the service we are able to offer non-UK customers. If your country does not have a shipping cost allocated to it, unfortunately that means were are unable to ship to you at the present time. If you have any specific queries, please contact us.

Can I change my delivery address?

You can change delivery address providing the order has not already been dispatched. If you need to do so please contact us immediately on 01424 428108 or email bryony@pompomandtwiddle.com

What if I am out when you deliver?

If you are out, Royal Mail or the courier will leave a card to let you know they attempted to make the delivery. You can then re-arrange delivery for a time that suits you or you can collect your parcel from your nearest depot. If the parcel is delivered by a courier they will leave a card and may attempt to make delivery the next working day, unless you contact them to make alternative arrangements. After three attempts they will return the parcel to the nearest depot. You will then have to collect the parcel from the depot, or incur an additional charge for redelivery.

Can I choose a different delivery address to the billing address?

Yes, you will be given the choice of sending your order to either your billing address or an alternative address.

Why haven’t I received an email confirmation of my order?

Once you place an order, you should automatically receive a confirmation email of your order. If you haven’t received one, please check your junk or spam folder. If it isn’t there, please contact us and we will re-send your email.

If my order is sent out in two separate deliveries, do I have to pay postage twice?

No, if we have to send items out in separate boxes due to the size of the order or an item being on backorder, you will only be charged one postage cost.

Can I track my order?

At the moment we don’t provide tracking on all our orders, but hope to extend this as we grow. As much detail as possible about the estimated delivery time will be provided via an email once your order is dispatched. Tracking is usually available with larger orders.

What happens if an item is out of stock? Can I pre-order out of stock items?

If an item is out of stock you can register on the particular product page to be notified by email when it comes back into stock so you do not miss out when it is available. We do not take pre-orders for items that are out of stock.

Why are some of your products out of stock?

Many of our items are hand crafted and only available in small quantities. We aim to stock quirky and unusual home accessories and gifts that stand out from the crowd. These items don’t tend to be mass-produced. When items are out of stock we try to replace them as quickly as possible and inform those who have requested notification when they are back on the website.

What if I wish to send an item as a gift?

Please contact us and we will ensure that the invoice is not included in your parcel. We can email the invoice to you instead. All our items are gift wrapped in tissue paper with a Pompom & Twiddle sticker.

What sort of packaging materials do you use?

We are committed to using recycled and low impact packaging and services. 

How do I return items to you?

Please see our Returns Policy page for full details.

If I have requested a refund, how long will it take to get my money back?

We aim to process returns promptly. Once you have returned the item(s), we will instruct our bank to make the refund straight away.

Are my personal details secure?

All your details are completely confidential. Please be aware we do not store your credit or debit card details after we have processed your order. Our online payment gateway SagePay has achieved the highest level of compliance under the Payment Card Industry Data Security Standard (PCI).

Do the prices include VAT? What is your VAT number?

Yes, all prices are in GBP (Great Britain Pounds Sterling) and prices stated always include VAT (Value Added Tax) at the current rate. Our VAT number is 118 1899 91.

How can I be added to your mailing list?

At the bottom of our each page there a sign up section where you can ‘Join the Wonderful World of Pompom & Twiddle’. This will ensure you are kept informed of new products, news and offers.

How do I unsubscribe from your mailing list?

You may unsubscribe at any time by emailing bryony@pompomandtwiddle.com or clicking unsubscribe on the emails.

Do you like to see photos of your products in people’s homes?

We love to see photos of your Pompom & Twiddle purchases in their new homes. Please email us any photos you would like to show us, or share on social media tagging us. You will make our day!