2019 planners launching on september 5!

Refunds & Exchanges

UK MAINLAND ORDERS

UK mainland orders are shipped via standard Royal Mail delivery (2-5 days from dispatch).

Please make sure that the shipping address is correct as we’re unable to redirect orders once they are on their way to you. We aim to dispatch all orders within 24-48 hours of being received. We dispatch orders Mondays to Fridays only.

If you suspect a lost delivery please contact us quoting your name, order number and full address and we will look into it for you straight away.

INTERNATIONAL ORDERS

International orders are shipped via Royal Mail, with tracked service. You will receive a tracking number when your order is dispatched.

DELIVERED WHEN YOU’RE NOT AT HOME?

Royal Mail will leave you a card letting you know that a delivery has been attempted. The card should have detailed instructions informing you on how to obtain your parcel. 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 again for postage before sending the item out again. We will contact you first. To avoid delays in delivering your parcel, we recommend having your item shipped to your daytime address (for example, your work address).

 

RETURNS AND EXCHANGES

Here at Ponderlily, we want you to be satisfied with our products. We give you 15 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. We require that you send us the Ponderlily product(s) by registered post and that you send us the purchase insurance with your carrier for the value of the merchandise. This is necessary should they lose or damage the goods. Shipping fees remain your responsibility. The present right of return only applies to products that are returned in their original condition, complete condition. Any product that has been damaged, or is not in its original packaging, or has 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:

  1. Package your return in its original parcel
  2. Mail package using registered mail + insurance for the value of the merchandise
  3. Email care@ponderlily.com with return details and tracking information
  4. Packages should be addressed to: Ponderlily Ltd, Clavering House, Clavering Place, Newcastle Upon Tyne, NE1 3NG.

 

RETURNS

 

Our policy lasts 15 days. If 15 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

 

Additional non-returnable items:

* Gift cards

* Downloadable software products

 

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted: (if applicable)

* Book with obvious signs of use

* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

* Any item that is returned more than 15 days after delivery

 

Refunds

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, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

 

Late or missing refunds

If you haven’t received a refund 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 care@ponderlily.com.

 

Sale items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

 

Exchanges

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 carina@ponderlily.com and send your item to: Clavering House, Clavering Place, Newcastle Upon Tyne, NE1 3NG, United Kingdom.

 

Gifts

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 will find out about your return.

 

Shipping

To return your product, you should mail your product to: Clavering House, Clavering Place, Newcastle Upon Tyne, C, NE1  3NG, United Kingdom.