Customer Information


Pom pom shoe clips box sets

CUSTOMER SERVICE
If you have questions about your order, please contact customer care at hello@pombons.com


Below you will find some helpful information regarding Shipping, our Return Policy and Product Care.

SHIPPING

We ship from Canada to Canada, 52 of 62 United States, Australia, New Zealand, South Africa, UK, Ireland, Northern Ireland, Finland, Germany, France, Norway, Italy and France.

Because of international demand, our prices are listed in US dollars.

All orders placed on pombons.com will be processed and shipped by the following business day (pending credit verification). Processing and delivery times do not include Saturdays, Sundays and holidays. US and Canadian orders typically arrive within 2-10 business days from the date of shipment. International order times depend of the shipping method chosen and can take from 4-15 business days. Please note that “day zero” is the day your shipment leaves our warehouse. Shipping is taken over by an external service once the package is submitted for shipping. Pombons shall not be held responsible for lost, stolen or delayed parcels and cannot guarantee arrival on an exact date, unless the service selected guarantees it.

Please note:

  • We cannot deliver to a PO BOX, please indicate a street address
  • We cannot deliver to a freight forwarder or non-residential address (hotel, office, club) without a signature option. This signature option comes at an additional charge. Exact amount depends on shipping destination. If you decide to waive the signature option, Pombons will not be held liable for any lost, stolen or undelivered package and your purchase will be considered final sale.

Pombons will declare all purchases at their full value. We cannot declare items as gifts.

SHIPPING RATES 

In honour of our launch, we are pleased to offer FREE standard shipping within Canada, UK & USA and reduced express shipping fees. All shipping services used for by Pombons for US and Canada provide a tracking number.

*Standard Shipping to the United Kingdom, Ireland, European Union and Australia does not provide a tracking number

Depending on the country of delivery, the purchaser is responsible for additional costs such as customs, duties, and taxes that may apply.

TRACKING YOUR ORDER
Once a purchase has been made on pombons.com, an email confirmation will be sent to the email address provided at checkout. An email will also be sent once your order has been shipped and is en route – this email will include your tracking number if the selected shipping service provides one.

TAXES/DUTY

CANADA
All orders will be shipped from our Canadian warehouse. Orders placed within Ontario will be subject to a sales tax of 13% (HST). All other orders within Canada will be subject to the tax rate of the province of the shipping address.  


USA & INTERNATIONAL
International orders may be subject to duty and/or taxes levied by the importing country. By placing an order with Pombons, you acknowledge that you understand this and that you are responsible for any such charges. Should you refuse to pay these charges, your order will be returned to Pombons and your account will be credited less the initial shipping fee, return shipping fee and import fees associated with the return. If you are unsure of the charges, please contact your local customs office to find out more information.


PAYMENT

All orders will be paid in US Dollars.

We accept secure payment guaranteed via Shopify by Visa, Mastercard, American Express, and PayPal. Occasionally, we may require additional information to verify your identity. In this case we will contact you by email or by telephone. We reserve the right to cancel an order for any reason. Orders requiring verification will be shipped out the next business day after all relevant information has been obtained. 

SECURITY


Your online safety and the security of your information are of the utmost concern to us. We process all of our transactions via the PayPal online payment service - the most trusted name in online payments. Please view our privacy policy.

EXCHANGE RATES


Any currency conversion information provided on this site is for informational purposes only. The exchange rate that is used when making a purchase is determined by your credit card provider at the time of purchase. If a purchase in made in a currency that is not US dollars, a currency exchange fee may be incurred for the transaction. 

Because exchange rates vary from day to day, refunds made to international customers may differ slightly from the purchase amount. Any such variances may also be due to fees charged by credit card issuers and payment institutions. These factors are outside our control and we cannot be held responsible for such variances. 

 

STORE CREDIT 

Purchases using store credit must be made via email at hello@pombons.com. In the event that the value of your purchase is greater than your store credit, we will send you an invoice for the remaining amount payable via PayPal or credit card.

LOST & DAMAGED ITEMS


Pombons shall not be held liable for any direct or indirect damages done by any services provided. All items are purchased at your own risk. Any damage caused during shipment is the responsibility of the postal service/courier. 

Pombons does not assume any responsibility for lost or stolen items.


REFUSED SHIPMENTS & WRONG ADDRESS


Pombons will not be held responsible for any fees charged to you by customs or other tax authorities. If you refuse any shipments from Pombons, you remain responsible for all original shipping charges, duties, taxes, customs incurred on the package (original and return shipments) and the cost of returning the package to Pombons. We will subtract this amount from your merchandise refund, if any. If the item is not received by the customer and sent back to us by the postal service company, you will be charged the shipping fees. The price of the item will be credited once we receive the item. We will contact you to inform you when we receive the package. 

RETURNS 

Pombons wants you to be completely satisfied with your purchase. Please let us know within 14 days of receiving your package if you would like to make a return or exchange by contacting customer care at pombonshop@gmail.com. All returns must be authorised by customer care who will provide you with a Return Authorization Number (RA#) which will be valid for 5 days upon issue that must be included on the return package. Items returned without authorization may be refused upon delivery. The return package must be postmarked no later than 30 days from the date of original purchase. Please provide your proof of purchase in your return. All packaging must be in tact, including the pom pom shoe clips, the box and all of their contents, which must be included with the returned item/s. Refunds may only be issued in the same form as was utilized for payment.

Please note that if you request a refund and have received complimentary shipping from us, you will receive a refund minus the cost of the original shipping charges. Shipping & handling charges are non-refundable. The balance will be refunded to your credit card within 5 business days from receipt of the returned item/s. Your shipment must be sent to us prepaid as we will not accept C.O.D. deliveries. We recommend that you insure your package and use a shipper that allows you to track your package, as we are not responsible for delayed or lost packages. All return packages must require a signature on arrival. We cannot be responsible for packages not requiring a signature left outside. It is the sender’s responsibility to assure the accuracy of any contact and shipping information.

Please note that we are unable to accept returns for items purchased at other retail locations or other websites.  

RETURNS WITHIN CANADA

Return shipping charges for orders returned within Canada are the responsibility of the customer. Please use a service that is trackable as we are not responsible for damaged or lost returns.


RETURNS FROM THE USA

Return shipping charges for orders returned from the US are the responsibility of the customer. All US returns must be shipped via US Postal Service (USPS), returns shipped via other services will incur brokerage fees and/or duties which will be deducted from the credit/refund you will receive. Returned items must be declared as “Return of Canadian Merchandise” on the customs declaration in the customs section of the return label, returns that are not properly declared may incur additional fees. Please use a service that is trackable (we recommend Priority Mail International) as we are not responsible for damaged or lost returns.


INTERNATIONAL RETURNS


Return shipping charges for International orders are the responsibility of the customer. Please ship your return via a postal service (Royal Mail, Australia Post, EMS, etc.), returns shipped via courier services such as FedEx, DHL, or UPS will incur brokerage fees which will be deducted from the credit/refund you will receive. Returned items must be declared as "Return of Canadian Merchandise" in the customs section of the return shipping label, returns that are not properly declared may incur additional fees. Please use a service that is trackable as we are not responsible for damaged or lost returns.

ORDERS 

The merchandise available on the Pombons website are subject to change, as are our prices. To stay informed of new arrivals and sales, you can subscribe to receive our newsletter. Despite our efforts to always keep the website merchandise updated with our stock, some items that appear on the website may be out of stock. In this case, we will automatically refund your payment and inform you about the unavailability shortly after the order is placed.  

COLORS

As the resolution and colour composition of each computer monitor varies, we cannot guarantee the accuracy of the colours of products displayed on our website.

If you have any questions, please send us an e-mail to hello@pombons.com
PRODUCT COMPOSITION
Pombons shoe clips are made of faux fur and imitation leather. Our products are 100% vegan.
As decadent as they might appear, our shoe clips are a fashion accessory, not an edible product. Please do not eat!

PRODUCT CARE

-Pombons faux fur shoe clips are crafted using the finest imitation fur and hardware. There may sometimes be variations in colour and texture. 
-Proper storage and care contributes to a long life of the product. We strongly recommend keeping the shoe clips closed and stored in their box when not in use and avoiding contact with liquids, snow, rain, sprays and cleaners.
-To clean: spot clean with a dry cloth.
-To fluff the faux fur of the shoe clips, simply a quick blow with a warm hair dryer will do the trick!
PRODUCT USE
-Pombons shoe clips are designed to be clipped onto the vamp or side of a shoe, but can also be enjoyed on other fashion products such as purses, hats, gloves, belts and more. 
-Use two hands to gently open and close the clips. Extending the clips in any other direction will cause the top potion of the clip to snap out from its base. We are not liable for any damage that might occur to any product as a result of misuse.
-Because of the metal grips that firmly secure the clips onto shoes are sharp, we recommend only attaching our shoe clips onto non-fraying surfaces such as leathers and plastic. Certain accessory materials may be too thick for the clips to properly snap onto.
-When securing them onto sneakers, avoid attaching directly onto the laces, as the grips may pull and tear them. Please avoid securing our Pombons shoe clips onto any knit, woven, or delicate fabrics. We are not liable for any damage that might occur as a result of attaching our products onto your shoes & accessories.
-Not suitable for children