Delivery & Returns
Update on Product Delivery
Orders shipped outside the UK may be liable to taxes, duties, custom charges and extra fees charged by the courier company at destination. Payment will need to be made by the recipient and we cannot be held responsible for any charge once the package has been shipped from our Newcastle studio. Please note the custom process might incur additional delays. Also, please note that due to the COVID pandemic despite best efforts some delivery services may be disrupted.
To be honest, we’re a family business and when you order from us, we get super excited and cannot wait to get your order to you. We want you to receive your Ponderlily order as soon as possible. Orders are fulfilled from our office in Newcastle, England, between 1-2 business days from the time your order is processed. Orders placed on a Friday after the cut-off post time (1pm) or during the weekend, will be shipped on Monday within working hours.
Shipping | UK mainland orders
We use Royal Mail for all UK shipments. Orders are shipped via First Class Royal Mail delivery (up to 2 working days from dispatch, depending on your level of service).
Ponderlily Ltd has no control over Postal service and/or how quickly your order will be delivered once it leaves our warehouse in Newcastle. Key retail dates, the holidays, and COVID-19 are likely going to cause shipping delays that may be beyond our control. We recommend that you shop early.
We're using tracked shipments for all your parcels so you can follow-up on the status of your package. Royal Mail remains open for business, connecting the nation and bringing your Ponderlily products to you. You can follow-up on service updates and changes here.
Please make sure that the shipping address is correct as we’re unable to redirect orders once they have been shipped. If you have any questions about your delivery please contact us, quoting your name, order number, and full address, so we can look into it for you straight away.
Shipping | International Orders
International orders are shipped via Royal Mail tracked service or via courier to select countries. You will receive a tracking number when your order is dispatched so that you can get delivery status details on your parcel.
You can expect your international delivery to take 3-5 business days.
We recommend that you check with your carrier regarding updates on your delivery. By choosing to proceed with your order, you agree to these terms for your shipment. Ponderlily Ltd has no control over Postal service and/or how quickly your order will be delivered once it leaves our warehouse in Newcastle, England.
Key retail dates, the holidays, and COVID-19 are likely going to cause shipping delays that may be beyond our control. We recommend that you shop early.
If your order is delayed further to the mentioned times above, please send an email to firstname.lastname@example.org so our Customer Care team can locate your order and help get it to you as soon as possible.
Unfortunately, we cannot ship international orders to PO BOXES.
We are also unable to re-direct any orders once they have been processed. If you have any questions about your delivery please send an email to email@example.com, quoting your name, order number, and full address, so we can look into it for you straight away.
Customs & Import Duties
The prices of the items you order do not include custom taxes and import duties; the costs of these charges vary for each country.
As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to; payment of charges may be necessary to release your order from customs on arrival. If you do not accept your parcel, your items will be returned back to us. You will be liable for any additional returns and customs charges in relation to your return, the costs of these charges will be deducted from the refunds which are owed to you.
Once your parcel leaves our warehouse, it’s the responsibility of the carrier. If you're not home when Royal Mail attempt delivery they will leave you a card with details on how to obtain your parcel. As per Royal Mail’s policy, you will have a specified period from the date of attempted delivery to rearrange delivery; after this date, items will automatically be returned to us. If the item is returned to us in this way, we will need to charge you again for postage before sending the item out again. We will contact you in the first instance to discuss with you. To avoid delays in delivering your parcel, we recommend having your item shipped to your daytime address (e.g.: your work address).
Here at Ponderlily, we want you to be satisfied with our products but should you have to, we give you 14 days to return a product that you are not satisfied with. Your right of return starts from the moment your order is delivered. You can return the product(s) to us within this time frame, at your own expense, along with your purchase confirmation. If 14 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
We require that you send us the Ponderlily product(s) via tracked delivery. Shipping fees remain your responsibility. This is necessary should they lose or damage the goods. Until the item reaches us it is under your responsibility.
The present right of return only applies to products that are returned in their original and complete condition. Any product that has been damaged, or is not in its original packaging, or packaging that has been worn beyond simply opening the product, will not be refunded. The deadline mentioned above are effective from the date of receipt of the order.
To return products to us please follow these steps:
- Package your return in its original parcel and with a copy of proof of purchase.
- Mail package using registered mail + insurance for the value of the merchandise
- Email firstname.lastname@example.org with return details and tracking information
- Packages should be addressed to: Ponderlily Ltd, Clavering House, Clavering Place, Newcastle Upon Tyne, NE1 3NG.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed (excluding shipping charges), and a credit will automatically be applied to your credit card or original method of payment, within 5 business days.Eligibility Criteria:
- Item is returned within 14 days of purchase.
- The original receipt or proof of purchase is provided.
- The returned item is unused with original packaging.
- Returned item is not a Gift Voucher or Monogrammed item.
Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Late or missing refunds
If you're due to receive a refund and you haven't yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and send your item to Clavering House, Clavering Place, Newcastle Upon Tyne, NE1 3NG, United Kingdom.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he or she will find out about your return.