Ponderlily planner with mug and purse

FAQ

General

When do you launch new products?

We will have many products in store for you! Our calendar-year planners (dated January - December) are released in the Fall, on the first week of September. Undated Products are released in Spring. We also launch a collection in Spring which can include but isn't limited to: accessories, notepads, etc. 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; Since school start dates vary in different countries, our undated planners are a great choice for academic planners. However, if you have your heart set on a dated 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, as well as many religious holidays in all our planners. That's right; out dated planners feature reference calendars and holidays throughout whereas our undated planners feature a 4-year reference calendar only.

What is the difference between your dated and undated planners?

We get this question a lot about the dated and undated versions. With that in mind, we made a little video of our undated planner here. When we compare the two, the dated planner cover is slightly smaller and it features the following key differences:The dated version features all the dates for 2019 with UK and US holidaysThe dated version also has the 2019-2020 calendar for reference whereas the undated features the 2018-2021 calendars The cover on the dated version is slightly smaller than the undated, but still A5 paper size on both. The dated planner has a small monthly calendar layout in the weekly layout for easy reference. The dated planner has pocket in the back AND a small insert for a business card (the undated only has the pocket). For detailed information please visit the product pages and click on Learn More in the Highlights section. 

Payment & Orders

What forms of payment do you accept?

We accept Paypal, Visa, Mastercard, and GooglePay 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?

We will do! We're working on  our packaging and will be introducing this service in November/December 2018.

Shipping

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 or outside business hours. Orders placed on Saturday or Sunday will not ship until the following Monday.

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.

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.

Returns & Exchanges

What is your return and exchange policy?

You can learn more about our return and exchange policy here

My order arrived in the post 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.

Have more questions? We’re here to help.

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