POM POM LONDON
Reassurance never goes out of style.
When Ben Boon and Harry Griffiths began selling Pom Pom hats as a side-hustle back in 2015, they never imagined their pop up shops would become a brand with a global following. But seven years on, they employ a team of 15 people in a corporate HQ that is despatching orders six days a week.
I would definitely recommend Royal Mail to other retailers. It’s a familiar, trusted brand that offers excellent delivery at a cost-effective price.
Ben Boon
Co-founder, Pom Pom London
The decision to diversify from Pom Pom hats to handbags in 2020 was a serious game-changer. Ben and Harry identified a gap in the market by designing a compact leather bag that can be transformed in seconds to complement any outfit – thanks to its crossbody straps. To get their outfit building habit started, Pom Pom London invites customers to choose two free crossbody straps to customise every handbag. And with a constantly evolving collection of more than 50 strap designs, there’s one forevery outfit and occasion. Their order is delivered free with Royal Mail Tracked 48®, which also includes Inflight delivery options and an estimated delivery window from 2 hours to increase first time delivery rates.
Our customers love free delivery and we’re able to offer them the convenience and peace of mind they expect with Royal Mail Tracked 48® as our standard service
says Ben
He has found that Royal Mail’s tracking interface is user-friendly, so customers rarely feel the need to phone Pom Pom London to ask about their parcel.
“Photo on Delivery is a great feature, anything that helps disincentivise fraud is a bonus for an e-commerce business.”
Customers are offered Royal Mail Tracked 24® with a signature on delivery as an option at the checkout (which also includes a Sunday delivery if desptached on a Saturday). Or if it just has to be there next day, Royal Mail Special Delivery Guaranteed® will deliver next day by 1pm.The business is growing fast and has broken its own sales records in spring/summer 2022. Ben and Harry have recently extended warehouse hours by 3 hours per day to meet demand as well as picking and packing on Saturdays. Royal Mail has been their delivery partner since 2015 and now supports Pom Pom London with two daily collections. Repeat business is helping to drive Pom Pom London’s success and Ben sees hassle-free delivery as an essential part of the brand experience:
“We really can’t fault Royal Mail’s service. It’s definitely part of our customer loyalty strategy.”
We get fantastic support from our account manager Ian Morley and Emily our collection driver. As we get busier, time is a big constraint, so it’s great to have people who can sort out any issues that arise. On the rare occasions when something has gone wrong, Royal Mail has never quibbled over paying compensation for the value of a lost product. It may sound like a little thing, but it makes a big difference for a small business.
There are plenty of plans to partner with Royal Mail on new services as Pom Pom London grows: