Questions & Answers

Frequently asked questions

I WANT TO PLACE AN ORDER, HOW DO I CONTACT YOU? Order line 0844 557 3590 24 hours

I HAVE A QUESTION REGARDING MY ORDER, DELIVERY OR ABOUT A  PRODUCT Customer Service 0208 889 9945 (Monday-Friday 9.30am-5.00pm)

FAX 0208 888 7402 Email

Do you ship abroad?
Yes, we do offer delivery to a wide range of international destinations. Postage is based on destination, weight and size of box. We will hold your order until you have confirmed the quote for the shipping cost. Your card will be charged once authorisation has been received.

Do you offer gift wrapping?
Sorry this service is currently unavailable.

What is your ethical policy?
Recycling & reduction of packaging We try keeping packaging to a minimum and recycle all we can in warehouse and office, including bubble wrap, plastic mailing bags, cardboard, paper, ink cartridges, wooden pallets etc. However, please bear in mind that we also need to make sure that the goods arrive in perfect condition/unbroken so that they only need to be sent once. Our catalogue paper is sourced from a chain of custody certified (COC) manufacturers to ensure the pulp is sourced from sustainable forestation.

Our new website offers enormous versatility in viewing products and accessing information. This should help reduce the number of catalogues we print every season.

Organic products and natural dyes
We strongly favour working with suppliers that offer products made from organic cottons and eco friendly dyes. The natural wool and leather that is used to make shoes, belts and bags are by-products of the meat industry.

Fashion that will last Our clothes are made to last as they are made from high quality materials and are designed to outlive trends. Many garments and accessories are embroidered and embellished with traditional folklore patterns which turns them into colourful, timeless pieces. The majority of our woollen products are knitted in Scotland and Nepal,

Fairtrade partnership
Since our launch in 1997, it has been our mission has been to source artisanal, hand made products from all over the world that are unusual and hard to find. We have worked with and supported small local businesses and families from Niger in Africa to Nepal and have developed long lasting and very successful working relationships. Over the years they have managed to build local production facilities and co-operatives that offer regular, fair income through a steady stream of orders. We have added many fair trade accredited companies to our supplier list such as Rice, New Overseas Traders, Maison Bengal and Ian Snow.

What information do you collect?
When an account is opened we will ask for your name, home address, telephone number, email address. When a purchase is made we will also ask for the delivery address, payment details.

Please note that in assessing your request for goods, we may use your information for security checks and for the purpose of the prevention and detection of fraud.

I returned my order, how long will a refund take?
Please allow 10 working days for a parcel and paperwork to reach us and 3-5 working days for your account to be credited.

Can I order out of stock items?
Yes you can. Goods can be ordered, will be reserved and cards will only charged upon despatch.

How do I add my details to the mailing list?
Subscribe to newsletter or catalogue on the homepage of this site and we will add you to our regular mailing list.

How can I order a catalogue
You can either request a catalogue via the web site, call customer services on 0208 889 9945 or send us an email We will send you the latest catalogue free of charge. Please allow 5-7 days for the catalogue to arrive. Internationally, a postage surcharge of £2.50 applies.

Can I return an item if I changed my mind?
Yes. If you are not happy with your purchase for any reason, you can return it for a refund up to 21 days from receipt of goods. The returned product must be new, in perfect condition and complete with original swing tags and packaging.

How do I unsubscribe?
Each newsletter has an unsubscribe link. This is the fastest and most efficient way to unsubscribe. Alternatively, you can send a letter to Plümo Ltd, The Chocolate Factory, Unit C004, 5 Clarendon Road, London, N22 6XJ Email: Call: 0208 889 9945

What if I forget my password?
On the Login page you will find a 'forgot your password'? link. Click this and enter your email address and we will send you a new password. You may later change the password.

Your delivery arrived damaged?
Customer Service 0208 889 9945 (Monday-Friday 9.30am-5.00pm)

FAX 0208 888 7402 Email