Ponderlily planner with mug and purse



When do you launch new products?

We launch our core collection once a year. Be sure to sign-up to our mailing list to learn more about specific new product release dates, get ‘dibs’ on limited edition products! We always release launch dates to our email subscribers first along with popular insider-intel on pre-sales, if we're running one. Speaking of sales, as a company we only do a proper sale twice a year. 

Do you have an academic year planner?

No and here's why: since school start dates vary from country to country, our undated planners serve as a great choice for an academic planner. However, if you have your heart set on a dated academic planner let us know. Send us an email to  hello@ponderlily.com and we'll see what we can do next season.

What holidays are included in the Ponderlily Planner?

We include major UK and US holidays, as well as many religious holidays in all our planners - both dated and undated. Our dated planners feature reference calendars and major holidays throughout whereas our undated planners feature a 4-year reference holiday 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.  Our dated planners feature reference calendars and major holidays throughout whereas our undated planners feature a 4-year reference holiday calendar only. The dated planner has a small monthly calendar layout in the weekly layout for easy reference. For detailed information please visit the product pages and click on Learn More in the Highlights section. We add lots of pictures and will be adding more videos soon.

The product I want is sold out. When will it be back in stock?

Yes and no. We restock undated products when they run out, with the exception of our dated planners. Here’s why: Predicting inventory can be quite tricky and if/when our dated products sell out it takes up to 6-8 weeks to produce another batch of planners for delivery to our warehouse in Newcastle. This increases your wait time and we so want you to use all the pages in your planner. But! When our dated products run out of stock, please do email us on the product page. We’ll notify you in case we have an overstock from one of our retailers returned to our store and/or we’ll refer you to a retailer that carries our Ponderlily planners closest to you. You can also check out one of our undated planners, which offer the same layout as the dated version so you won't really miss out. Also, if there’s a planner you absolutely love and we see it’s a popular colour and model, you will be the first one to know the date it will go on sale. We got your back!

Do you offer bulk discounts?

Yes, we do! If you’re looking to buy 10 or more Ponderlily products as a gift to your team, your friends, anyone you know and love...we have bulk pricing available. For more information, email us at wholesale@ponderlily.com.

Do you have an affiliate program?

Yes, we do! Do you have an engaged audience who is passionate about the environment, the people, and the animals on this amazing place we call Earth? And you’re also really into what we’re about? Awesome, because this could be the start of something amazing! We're doing a soft launch of our affiliate program. We offer commission on net sales, which you make through affiliate links and banners on your sites. To learn more about how you can be an affiliate, you can apply here

When do you run sales?

Good question! As a company we only do proper sales twice a year but we do offer occasional flash sales exclusively to our email subscribers so be sure to sign-up to our email newsletter to be in the know of when those sweet sales come up. 

What's the Ponderlily Rewards Program, Ponderlily Perks?

Is it free to join?

Our Ponderlily Perks Program is totally free. Create your own account (or sign in if you already have one).

How do I earn perks?

You earn Ponderlily Perks by collecting points within our program. There are so many ways to earn Ponderlily points. You earn points for every £ you spend on ponderlily.com. You'll earn for engaging with us on social media, celebrating a birthday, or reviewing our products. For more detailed information on how you can earn points, view our VIP Perks points chart for a breakdown of those! 

Where can I find how many points I have?

Simply log into your account on ponderlily.com and click on the rewards icon located at the bottom of your screen.

How do I redeem my Ponderlily Points?

To redeem your points, log into your account and click on the rewards icon on the bottom of your screen. Click on All Rewards to select the Ponderlily Perks you want to spend your points on. You'll receive a code you can apply at checkout to get a discount. Remember that points will be deducted from your account when you redeem a reward.

Is there a limit to how many Ponderlily Points Perks that I can earn?

There's no limit. Collect as many points as you please. The more you earn, the higher your VIP tier.

Do my Ponderlily Points Perks expire?

Yes, they do. If you have been inactive or have not purchased for the past 12 months (i.e. no earning or spending of points), then your points balance will be reverted to zero and your tier level downgraded. Make sure you spend and earn points within 12 months to retain your balance and tier status.

Can I use my rewards with other promotions and coupons?

Points can't be combined with other coupons and are one-time use only.

Is your packaging really eco-friendly and plastic-free?

We work hard to provide you with plastic-free and eco-friendly packaging options available.

Our notepad and wallpaper range is 'naked', without packaging. Our accessories (e.g: pens, pen clips) are packaged in gift grade, craft boxes.

Our planners, if made with uncoated linen covers (see product description for details), come wrapped in shrink film to protect the covers. The shrink film has a #4 recyclable rating. The film can often be made into bin liners and cans, compost bins, shipping envelopes, etc.

When sending products to our business counterparts, we opted out of the use of bubble wrap for transporting orders and utilize biodegradable packing peanuts instead.

When sending products to you, our packaging presentation was carefully designed and considered to only include what is absolutely necessary, on purpose; back to basics without losing the finesse of a luxury look and feel. We use recyclable mailers and water-activated kraft paper tape that is biodegradable and repulpable to make recycling our boxes easier.

And when you need a pretty gift? We don't do gift wrapping but instead provide you with a lovely keepsake box, made to last.

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?

Yes, we have beautiful gift boxes available! Just select My Order is a Gift at check-out. Charges apply. 

Shipping & Deliveries

When will my order ship?

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.

We will issue you an email so you know when your order has shipped. If you're an international customer, you will receive a tracking number so you can follow your package’s journey to you.

If you're purchasing an item during a pre-sale period (between September 9 - October 14) please note the Delivery section in the product page.

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.

We offer flat rate shipping fees via courier internationally. Please note that shipping charges do not cover customs & import duties.

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

Orders placed during a pre-sale (between September 9 - October 14) please note the Delivery section in the product page.

Orders within the UK are fulfilled via Royal Mail Services from our office in Newcastle, England. UK Mainland services are delivered within 1-2 business days from the time of fulfillment for First Class delivery.

International orders can take 3-5 business days for delivery in Europe and 5-7 business days for delivery in other international locations, as per Royal Mail guidelines. 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.

The tracking information says my package is still with the sender. Why don't you ship it to me already?

Good news! Well, sort of. In our experience, when this happens, your order IS in fact on its way... but tracking isn't updating on the courier's side of the house. This tends to happen when a carrier forgets to scan a package. If your order does not arrive by the expected delivery date, please write to care@ponderlily.com and we'll get on the case for you.

The tracking information still isn't updating. Where in the world is my order?

Okay, in our experience, when this happens, your order IS in fact on its way... but tracking isn't updating on the courier's side of the house. This tends to happen when a carrier forgets to scan a package.  Also, here's another thing to consider: we ship our international orders via Royal Mail so when a package is going to the USA, for example, it needs to be tracked via the USPS system. So, be sure to click on the tracking information to your local mail carrier as well to track the package. If your order does not arrive by the expected delivery date, please write to care@ponderlily.com and we'll get on the case for you.

I pre-ordered an item along with an item you have in stock. Will you send items in stock earlier?

No; All orders purchased during the pre-order sale will ship together when the pre-ordered item is in stock. 

Why was I charged import duties and customs?

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 to our Newcastle studio. 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. 

Customs fees can include but are not limited to duties, fees, or taxes charged on items being shipped from one country to another. Costs can vary depending on the items and countries being shipped from and into.

As we state in our product listings, FAQs section, and Deliveries & Returns pages on our website we note that orders shipped outside the UK may be liable to taxes, duties, custom charges, and extra fees charged by the courier company at the destination. Fore more information, please visit the HMRC website.

We want to be totally upfront. It takes a lot of people to get our products across the border country as quickly and safely as possible.

And you know us, we’d love to be able to plan for these fees. But since we can’t predict those costs, they 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.

Ponderlily products are stocked in several countries so please do write to care@ponderlily.com so we can help you find a store near you.

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.

Contact Us