Shipping policy

1. Shipping Destinations

We currently deliver to addresses within the United Kingdom only.

If your delivery address is accepted at checkout, we are able to deliver your order.

If you experience any difficulties entering your address or completing checkout, please contact us at hello@heypomi.com before placing your order.

2. Shipping Costs

We offer free standard shipping on orders over £80.

For orders under £80, a standard shipping fee of £5.99 will apply. The shipping cost will be displayed at checkout before payment.

3. Processing and Delivery Times

All orders are carefully prepared and dispatched within 1–3 business days after payment confirmation.

Estimated delivery time within the United Kingdom:

Approximately 3–10 business days after dispatch

Business days do not include weekends or UK bank holidays.

Delivery times are estimates and may occasionally be affected by customs processing, weather conditions, carrier delays, public holidays or other circumstances outside our control. Processing and delivery may also take slightly longer during promotional periods and peak shipping seasons.

4. Order Tracking

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information.

Please allow some time for tracking updates to appear after dispatch.

If you have any questions about your delivery, please contact us at hello@heypomi.com.

5. VAT, Duties and Customs

All prices displayed on our website are shown in GBP (£) and include VAT.

For orders delivered within the United Kingdom, any applicable import duties and customs clearance charges are covered by POMI or our delivery partners. You will not normally be required to pay any additional VAT, import duties or customs clearance fees upon delivery.

Some orders may still pass through customs clearance procedures, which may occasionally affect the estimated delivery time.

In the unlikely event that you are contacted by the carrier and asked to pay an unexpected customs charge, please contact us at hello@heypomi.com before making payment. We will review the request with our delivery partner and assist you with the next steps.

6. Lost or Damaged Packages

Damaged Packages

If your package arrives damaged, please contact us within 3 days of delivery and provide:

Your order number
Clear photos of the damaged item and its packaging
Any relevant information or supporting documents provided by the carrier, where available

Please keep the damaged item and all original packaging until we have reviewed your request, as they may be required for the carrier’s investigation.

Lost Packages

Please contact us if your tracking information has not been updated for an extended period or if your order has exceeded the estimated delivery timeframe.

Once we receive the required information, we will review the situation and provide an initial update within 3–5 business days.

Where appropriate, we will arrange a replacement, refund or another suitable solution after completing the necessary checks with the carrier.