Custom Orders & Policies

How Custom Orders Work

All Pompon piñatas are handmade and made to order.
Each piece is created individually based on the information and reference images provided by the client.

Submitting a quote request does not guarantee an order.
Orders are only confirmed once:

• The design details are reviewed

• The final quote is approved

• Full payment (100%) has been received

Design & References

Pompom creates handmade piñatas — not digital mockups or digital previews.

• We do not provide digital previews or graphic design drafts.

• Clients must provide reference images (character, theme, colours, or style) to guide the creation.

• Reference images help us understand the overall idea, not to produce an exact copy.

Each piñata is handmade, therefore:

• Small variations in colour, texture, paper type, or technique are normal

• Colours may vary slightly depending on material availability

• We always aim to get as close as possible to the requested design

Production Errors

Significant errors (such as incorrect names, numbers, or the agreed size) will be corrected if confirmed to be caused by us.

Inspiration Gallery

If you don’t have a reference image, you’re welcome to explore our Designs / Inspiration Gallery on the website.
This section helps clients:

• Understand available styles and techniques

• Choose a direction more confidently

• Communicate expectations more clearly

All communication and approvals are handled via email.
Images shown in the gallery are for inspiration and style reference only.

Sizes

Sizes shown on the website (Small / Medium / Large) are guides only.
Final dimensions may vary depending on the design and structure of each piñata.

Exact measurements will be confirmed after reviewing the request and before production begins.

Payment Policy

• All custom orders require 100% full payment upfront

• Payment includes:

  • Piñata

  • Any approved extras

  • Delivery (if requested)

Work begins only after full payment is received.
We do not accept deposits or partial payments.

Cancellations & Returns

Because all piñatas are custom-made:

• Cancellations, refunds, or returns are not accepted once the order is confirmed and paid

• Custom orders cannot be resold or reused

Please review all details carefully before approving your order.

Production Time

• Recommended ordering time: 3–4 weeks in advance

• Custom or complex designs may require additional time

• Production time does not include courier delivery time

Rush orders may be considered depending on availability but are not guaranteed.

Delivery & Shipping

• Delivery quotes require at least a postcode

• Metro delivery: usually 1–5 business days

• Regional areas may take longer

Once your order has been handed over to the courier, delivery timeframes and handling are the responsibility of the courier.

Pompom is not responsible for:

• Delays caused by courier companies

• Damage occurring during shipping

We recommend allowing extra time and ordering with anticipation.

Local Pickup (Victoria)

Pickup is available in Pakenham, Victoria.

Please note:

• Pompon is not a retail shop

• Pickup is by pre-scheduled appointment only

• The pickup address is provided after the order is confirmed and paid

Extras

• Piñata sticks are not included

• Sticks can be added for an additional cost and must be approved and paid in advance together with the order

• Mini piñatas or party favours follow the same custom order process and payment policy

Communication & Response Time

• Quote requests are reviewed manually

• Response time is usually 2–3 business days

• All communication is handled via email

Final Note

By placing an order, you confirm that you have read, understood, and agreed to Pompon’s Custom Orders & Policies.