Orders, Billing & Shipping

Purchase & Order Status

  • When you place an order with Plume, your credit/debit card will be charged immediately. You will receive an order confirmation by email a few minutes after placing your order. If you've chosen to pay by instalments, the frequency and amount of such instalments will be as set out on your Order Co...

  • Once an order is placed, you will receive a confirmation email that includes your order details. The e-mail will also include a link that you can use to track the status of your order.When your order is shipped, a shipping confirmation email is sent with the tracking number. If you have any othe...

  • Buying more pods as an existing memberYou can purchase additional pods to add to your existing network from the app or using the magic link on our website to add them to your existing Plume network. Using these options lets you buy additional pods for your existing network without needing to purc...

  • You can pay the initial one-off payment by debit or credit card using the following payment methods: VISA/VISA Debit MasterCard/MasterCard Debit American Express PayPal Due to frequent credit card processing errors, we only accept the above credit cards with billing addresses in the UK.Your ord...

  • Order CutoffTypically, orders received before 1 PM GMT will ship the same or next available business day. Orders placed after 1 PM GMT will ship the next business day.  Shipping ConfirmationYou will receive a shipping confirmation email with your tracking number as soon as your order is shipped. ...

  • When using a credit card, your billing address must match the address that appears on your credit card statement. Check with your credit card company to ensure they have the most up-to-date information. We will be unable to process your payment if the addresses do not match.Due to the frequency o...

Shipping & Availability

  • Nope! HomePass works with any broadband connection, so you don’t need to be hooked up to Virgin Media to get in on the action. As long as you are within our delivery area, you can take advantage of this offer.

  • You can buy Plume pods and the required membership from our web store. We can only ship to valid UK addresses. We are unable to ship to freight forwarders due to export regulations. If you live in the US, please visit our US web store. We've received a lot of inquiries from users in Europe and ...

  • We offer Free Standard Shipping across the UK, including the Highlands and Islands, as well as Northern Ireland. If ordered before 1 PM GMT, the order will ship the same or next available business day.  UKYour order should arrive within 2-3 business days from the shipping date. Highlands and Isl...

Returns & Refunds

  • You can only cancel or return items that were ordered on our web store. Orders are processed for shipment the same day as they are placed.   If your order was very recently placed and has not yet shipped, it may be possible to process a cancellation by contacting us immediately by phone or chat t...

  • Orders placed on the Plume web store include a 60-day money-back guarantee. Send us a request to initiate your return and refund. If your return request is approved, a return shipping label will be sent via email within 2 business days. We will cover the cost of return shipping as long as you are...