North Pole Trading is ran and maintained by PNP Events Limited (company number 11056091), a company registered in England and Wales. Our HQ is at PNP Events Ltd J12, Halesfield 19, Telford, Shropshire, TF7 4QT
When you shop with us (or access our services, apps and websites (our “Websites”)), these terms apply. They’re important for both of us as they set out what we expect from each other, and they also give you helpful info. Of course, if you need anything else, get in touch with us – we always love to hear from you!
To Shop with us you need to:
- be at least 16 years old;
- have a credit or debit card that we accept.
- be authorised to use that credit or debit card (e.g. it is in your name or you have permission to use it).
When you place an order, you should receive an acknowledgement e-mail confirming receipt of your order. We then carry out a standard pre-authorisation check to make sure there’s enough money on the card.
We only accept your order once payment has been approved and we have debited the payment card (and then the contract is made based on these terms).
All orders are subject to availability and confirmation of the order price. Don’t worry, if there’s an issue with an order, we’ll get in touch with you.
Very occasionally, we may need to refuse or cancel an order or close or freeze an account (even if we have previously confirmed your order) – e.g. if we notice something unusual on an order or an account. If this happens to you and you think we’ve made a mistake, please don’t take offence – get in touch with Customer Care and they’ll be happy to speak to you about it.
Prices and product descriptions
There’s a lot going on here at PNP Events (did you know we run Polar Express Train Rides too) and from time to time our busy Elves may price up or describe a product or promo wrongly. If we discover an error for any goods you’ve ordered, we will tell you ASAP and give you the option of reconfirming your order (at the correct price) or cancelling it.
If we can’t get in touch with you, we will treat the order as cancelled. If you cancel and you’ve already paid, we will refund you in full.
Prices include VAT (where applicable).
Depending on the value of your order or the delivery option or address you choose, delivery costs may also be charged (see below). Such additional charges will be clearly shown during the checkout process and included in the ‘Total Cost’.
Before you finalise your order, you’ll be given various delivery options to choose from with estimated delivery time and dates depending on the delivery address.
We work our Elf socks off to try to meet all delivery times but sometimes there may be delays – e.g. because of postal/carrier delays, logistics or bad weather. We will keep you updated as much as we can and you should be able to track your parcel’s progress.
Check out our delivery page for more info, or get in touch with Customer Care if you have any issues or questions.
We are confident you will be happy with your purchase from us, however if you have any issues or want make a return you must contact us prior to returning your items. Failure to do this could result in us being unable to refund you.
You have 14 days to contact us to initiated a return. Postage and packing for returning unwanted items is at your own cost and we recommend obtaining proof of postage.
Faulty Items
You have 14 days to contact us to initiated a return. All items are checked before shipping however if you feel there is a fault with your item please contact us.
Unwanted (wrong sized) Items
You have 14 days to contact us to initiated a return. All unwanted items returned to us are subject to a restocking fee of 25% and must be returned in the original quality and original packaging they were sent to you in.
Postage and packing for returning unwanted items is at your own cost and we recommend obtaining proof of postage.
From time to time, we may give you Promo Codes that you can use to reduce the price of specified products. Remember, it’s up to you to enter the code at checkout!
Each Promo Code has its own terms, which will be made clear at the time it’s issued to you (e.g. what products, single/multiple use, when it can be used etc).
Unless we tell you otherwise, Promo Codes can’t be used to buy Tickets to our events.
If you’re given a unique Promo Code that is meant just for you (e.g. a student Promo Code) please keep it secret and don’t let anyone else use it or abuse it (e.g. don’t post it on social media). If we think there is or has been misuse of a Promo Code in any way (e.g. selling it or sharing it with others), we can cancel your Promo Code and/or suspend or even close your account without telling you.
We don’t like to do this, but if a Promo Code can’t run properly because someone or something is spoiling the fun for everyone – e.g. fraud, tampering, technical errors or anything else that is beyond our control that affects the running or fairness of the Promo Code – we can cancel, modify or suspend the Promo Code.
Our Privacy Policy sets out how we’ll use your information. If your details change, remember that you need to update My Account so we can continue giving you our best service (you can also update your marketing preferences there).
At PNP Events, we love being able to interact with and chat to you through social media. However, we can’t control those social media platforms or how you set your profiles on them. Please check and set your privacy settings so that you understand and are comfortable with how your personal information on those platforms will be used.
Complaints or need to speak to us?
Occasionally things do go wrong, if this is the case we want you to get in touch with us. We really do value your custom and will often go above and beyond to help you. So please do get in touch below:
