FAQs

Why have I not received my item(s)?

Shipping may take anywhere between 5-21 working days or even longer, depending on your location and the opening hours of your local post office. We do not offer tracking on our free items.

** Due to high demand there is an extended waiting period for orders of an additional 10 working days ** 

If you order multiple items, they may come separately to ensure a quicker delivery.  

We do not ship to PO Boxes.

Sometimes it can take longer due to customs, we can not give any timescales for this.

All FREE items are pre-orders.

FREE Items

Free items cannot be refunded or canceled - The reason for this is that your order goes straight to our warehouse and your order is shipped directly from there. 

Order processing

Shipping - Order processing takes 2-3 working days.

Express Shipping - Order processing takes 1-2 working days.

These are the days it takes your order to be processed ready for shipping.

 

Who delivers my item(s)?

Your items are delivered by our fulfillment center and will usually reach you via your local postal service in your location, we use a nontrack service for free items.

 

What time are deliveries usually made?

Items are delivered depending on the local postal system and are usually during business hours. (Monday to Friday, 9am-5pm)

 

What happens if no one is at home?

Not to worry, most of our items will be left in your postbox if they are small enough and if the postman does not have access to your postbox, it will usually be left at your local post office for you to pick up!

 

Where do you ship from?

We currently ship from our warehouse from Asia hence why sometimes our items take a little longer to reach you!

 

I messed up my delivery address, what do I do?

Not to worry, as long as you reach out to us immediately regarding the error in your address, we would be more than happy to change it for you. Just email us your full, correct address along with your order number and we would update your details for you. (On Free items you can not change the delivery address)

 

What about my billing address?

Billing addresses are currently non-editable to prevent and minimize fraud from happening. Please note that all details entered and submitted to us are final.

 

Change of address after receiving confirmation of shipping

Under our terms & conditions, once an order has been sent out from our warehouse, any changes to the order cannot be made and is the sole responsibility of the buyer.

 

 

I don’t like my item, can I return it?

Returns are accepted as long as they do not exceed 14 days of the buyer receiving the item. However, all returns made should be in perfect condition and the return postage be paid by the returner. Proof of postage should then be emailed to us as proof of delivery.

**Promotional/sale items are not eligible for returns/Refunds/Money Back Guarantee 

 

Will you refund me the shipping costs?

Depending on the item and reason, refunds are available to those who qualify.

 

Can I return the item and change it to something else?

Provided that the returned item is in a perfect condition, exchanges are possible. Please drop us an email and we will sort something out for you.

 

Import & Tax Charges

What happens if I am charged with import duties?

Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The general amount of the duties and taxes fee is about 20% of the euro amount of the merchandise. However, this is just a general guideline and may vary depending on the country to which the order was shipped. You should contact your customs office for specific amounts and percentages.

The store cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, on rare occasions, customs agents may delay delivery of some packages.

 

Can I still change my item after receiving the email confirmation?

Unfortunately, no. All items that have left our warehouse are final and not changeable.

 

Refunds & Cancellations

What is your refund policy?

All items bought may be returned and/or refunded by the buyer, subjected to the discretion and approval of the management, given the following conditions:

Exclusions apply to promotional (free) items.

Request(s) for returns are accepted within 14 working days from delivery.

All items must be returned in their delivered state, along with all of its parts and tags.

Damaged/defective/wrong items may be exchanged, depending on the sole discretion of the management.

The return fee will be solely be rendered by the buyer.

The management reserves the right to refuse any returns/refunds and each case is subjected to the sole discretion of the firm.

The company will not be liable for any errors in shipping addresses provided by the customer and will be subject to the item returning back to us before receiving a refund.

Any change of addresses are subjected to the management's approval and orders that are shipped/completed are strictly non-editable.

Any reshipment of items done must correspond to the address found in the initial order and cannot be changed nor substituted with another address, design or brand of the item. The management reserves the right to refuse reshipments based on incorrect addresses and are not liable for the inaccuracy of address as provided by the buyer.

 

How long do refunds take?

Refunds may take up to 14 working days, depending on the system you used to pay with.

I still have yet to receive my refund?

Please notify us immediately via email should you have not received it after 14 working days and we would help sort something out for you.

 

Damaged Items

What do I do if I have received a damaged item?

If you have received a damaged item, please let us know immediately and you would be given a choice for us to re-ship you a replacement item.

 

Can I return a damaged item?

Unfortunately, we do not accept any returns for damaged items at this time. However, a reshipment option is available should you wish to avail this option.

**We are not responsible for any damages caused by wear and tear, submergence into water nor if the item does not fit due to size reasons.

 

Others 

Promotional Items

Why do you have some items for free?

We have a strong belief that style should be affordable. We often run temporary promotional free item campaigns where you will just pay for shipping and we then can do a mass fulfillment process to make this possible, similar to a Kickstarter campaign. We get value in cross-selling and hopefully having you come back to us in the future.

 

Emails & Notification

Unreceived Confirmation Email

If you have not received any emails from us confirming your purchase, do let us know immediately via email or our contact form with your full name/shipping address name and we would help sort this out as soon as we can.

 

Sometimes our emails may end up in your spam/junk or other folders and we would like to ask you to check them before contacting us.

 

Unable to view email properly

If you are unable to view the email from us properly, do get in touch and we will resend you the email.

How Can I Contact You?

Please email us at support@ponderluxe.com. Our customer service is open Monday to Friday 9am - 5pm. 

Why was my order canceled?

If your order was unexpectedly canceled, chances are that our fraud filter marked your order as fraudulent. If you are certain that that is not true, please order again.

Customer Service

Any questions emailed to us and answered on our FAQ page will not be replied to, this cuts down on the number of staff hours we need so we can continue to offer our products for free.