new planners now shipping!

FAQ

General Questions

When do you launch new products?

We will have many products in store for you. Our undated planners are released in May. Our calendar-year planners (dated January - December) are released in September. Planner accessories and notepads are released with key planner launch dates. We will always notify you in advance when new products are added to the store. Be sure to sign-up to our mailing list to learn more about specific new product release dates. 

Do you have an academic year planner?

Not yet; However, since school start dates vary in different countries, we recommend you purchase our undated planners. However, if you have your heart set on an academic planner let us know by sending us an email to hello@ponderlily.com.

What holidays are included in the Ponderlily Planner?

We include major UK and US holidays in our planners. We also include many religious holidays.

Ordering Questions

What forms of payment do you accept?

We accept Paypal, Visa, and Mastercard as modes of payment.

What do I do if I received incorrect items?

Please send an email to care@ponderlily.com along with an image of the item(s) you received and your order confirmation so we can expedite a solution.

Can I make a change to my shipping address, email, or payment information?

Our orders are processed automatically 24 hours, so we cannot go back and change your address or information. Please make sure you check your mailing address information before completing your purchase on our website.

Do you gift wrap products?

Not at this time; however, we will are working on introducing this service in October 2018.

Shipping Questions

When will my order ship?

We want you to receive your Ponderlily orders 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. We will issue you an email so you know when your order has shipped. If you're an international customer, you will also receive a tracking number so you can follow your package’s journey to you. We do not ship orders over the weekend. Orders placed on Saturday or Sunday will not ship until the following Monday.

How long will it take for my Ponderlily Planner to arrive?

Orders are fulfilled via Royal Mail Services from our office in Newcastle, England. UK Mainland services are delivered within 1-2 business days for First Class delivery and 3+ days for 2nd Class delivery. Our international orders can take 3-5 business days for delivery in Europe and 3-10 business days for delivery in other international locations. If your order is delayed further to the mentioned times above, please send an email to care@ponderlily.com so our Customer Care team can locate your order and help get it to you as soon as possible. 

Do you ship internationally?

Yes, we do! To see the cost of shipping to your country, add the item(s) you would like to purchase to your cart, enter your shipping address, and our automated shopping cart will give you the total cost of your purchase, including shipping rates. Please note that we may not be able to ship parcels that weigh more than 2 kilos internationally at this time. If that is the case, you will be contacted by our Customer Care team.

My order is damaged. What do I do?

If you receive your order and find it damaged from shipping or have any issues with it, please email us at care@ponderlily.com within 5 days of delivery along with an image of the item(s) you received along with our order confirmation so we can expedite a solution.