FAQ

What if I need to change or cancel my order?

Need to modify an order? Feel free to email us at grana@lepompomshop.com and one of our representatives will do their best to accommodate you. For cancellations, we allow one hour from when the order is placed. After that you will have to return the item at your own expense.

Is there a warranty for Le Pom Pom Electronics?

There is a one year warranty for Le Pom Pom electronics however the customer has to pay the return shipping.

The yarns of the product I bought unravelled, what should I do?

The yarn designs of the product you have received are guaranteed for lifetime. In case you have a problem, you can reach us at grana@lepompomshop.com and we can come up with a solution for you. In case of problems arising from the production (for a 3 months period), the repair process is made free of charge and in case of usage error is determined, the shipping charge for repair will be charged to the customer.

The item I want is sold out. Is it coming back?

All of our pieces are 100% handmade which means that some of our items are only available in small quantities and may, therefore, be sold out. Please contact us if you want a specific item and we can pre order it for you, although it would take up to 40 days to receive. Please email us on: grana@lepompomshop.com

I received my item but it's different from the image on the website?

All of our pieces are handmade, if a certain color from the item is out of stock, we use the closest color to it. Small differences are possible, but we will try our best to get you the product in the closest colors you chose. All handmade products do have small imperfections, however if you believe you received a faulty product, please email us at: grana@lepompomshop.com and we will send you a replacement once you provide the following:

1. Receipt of purchase
2. Photo of damage/item, so we can identify the issue and the style.

Do you ship internationally?

Yes, we ship anywhere and everywhere! We only use reputable shipping companies such as DHL or Elite Cargo. All packages have tracking.

What happens if the shipping company lost my package?

Although unlikely, mistakes can happen! If you have not received your package after 2 weeks post shipment we will speak with the shipping provider and find a solution, or send out a replacement item. You will receive an email once your item is shipped, please make sure our emails are not going to your junk folder. However if it has been more then 30 days after the item is shipped we are not liable, and you will have to sort it out with the shipping company. Please note the shipping company is also not liable after 30 days post shipping, so do keep an eye on your tracking once the item is sent. Please double check all your info when checking out to avoid this happening!

Where are you based?

We are based in sunny Dubai, United Arab Emirates. All of our pieces are made in-house or made in hand-made weaving communities in: Colombia, Venezuela, Vietnam, Morocco, Greece and many more.

Do you offer free shipping?

We offer free shipping on orders over $200! For US shipping we charge $15. Worldwide shipping is $25, and shipping within the UAE is $8. We will try our best to ship the item 7-10 days after receiving the order, however delays can occur during busy times (Christmas, Black Friday, etc)  and can take up to 15-20 days. Please email us at: grana@lepompomshop.com anytime for updates on an exact shipping date, we will try to prioritize you if you are in a rush for the items.

Once your order is authorized, you will receive a confirmation email. Once your order is dispatched, you will receive shipping confirmation and tracking details.

We can only change shipping addresses for a fee of $15, so please be sure to check this information before placing an order.

Note: *Delivery times are estimates and are not guaranteed by Le Pom Pom in the event of forces of nature or other uncontrollable events.*

What is your refund policy?

We hope that you are happy with your purchase, but if for some reason you change your mind we accept returns of unworn items in their original condition (unworn, unaltered, unwashed and with their tags attached) within 15 days of the delivery date. Please visit our refund policy for more information. As all sandals are custom made, we only accept exchanges on this item, we advise you thoroughly check all sizing information, and email us for correct measurements or if you have further questions before placing your order.

You must contact us before returning the product. If you do not contact us, you run the risk of not receiving your refund or exchange. 

We do not take responsibility for any products lost during the return shipping.

Note: *ALL sale or promo code items are FINAL sale*

If the item is worn or destroyed, it will be returned back to you. Please contact us for return shipping address.

Please note that we do not refund shipping, and any fees/customs charges that are charged to us will be removed from your refund as well, we do advise to pay all your fees before sending us the item back.