FAQ

We're here to help! If you have any questions, please reach out to us at hello@pondla.com.

Do you offer free shipping?
We offer free ground shipping on orders over $95 to any destination within the contiguous United States.

For orders under $95, we offer standard ground shipping for $5.

Hawaii and Alaska: We offer shipping via USPS Priority Mail for $8.

When will I receive my order?
Your order will be processed and shipped out within 3-5 days (unless noted otherwise on the product page). Once your order is shipped, you will receive an e-mail with tracking information to the e-mail address linked to your purchase. Please allow 2-5 business days after the shipping date for arrival

How much is international shipping?
We offer flat-rate shipping (from $20 to Canada and from $30 to other international destinations) via USPS or UPS to select international destinations (see below). Your order will be processed and shipped out within 3-5 days. Once your order is shipped, you will receive an e-mail with tracking information to the e-mail address linked to your purchase. Please allow 6-10 business days for arrival. 

Where do you ship to?
We ship to the following international destinations. If you don't see your country listed here, email us at hello@pondla.com and we'd be happy to assist you.

Austria
Australia
Belgium
Canada
Denmark
Finland
France
Germany
Hong Kong
Iceland
Ireland
Italy

Japan
Netherlands
Norway
Poland
Portugal
Singapore
South Korea
Spain
Sweden
Switzerland
Thailand
United Kingdom


If you live outside of the United States, you will be required to pay any applicable VAT, GST, custom duties, or other taxes that are due upon or after delivery. Please note that customs policies vary from country to country, so please check with your local custom authority for more information.

Some international shipments may, from time to time, be subject to cross border inspections by customs authorities. Some countries are slower with customs than others, and we're sorry that we can't help to get your package through faster.

What's your return policy?
We accept returns of new, unused, unwashed, unaltered, and undamaged products within 15 days from the date of delivery of original purchase. Products must be returned in their original condition, including all packaging, hardware protectors, dust bags, and original hangtags attached.

Warehouse Sale and Final Sale items are not eligible for return, exchange or credit without exception and merchandise is sold as is.

Handbag Returns Guideline
We welcome you to try out your new bag in the comforts of your own home. Test pack it with your laptop, keys, water bottle, and any other daily essentials you bring with you. And feel free to try out all the wear modes and play dress up with some outfits in front of your mirror. If you're still deciding if the bag is right for you, please do not remove any hardware protectors as they protect against accidental scratches, and also please leave the original hangtags attached. This will help to ensure that if you decide to return your bag, it will still be in its original new and unused condition as required by our return policy.

How do I return my order?
To initiate a return, please email us at hello@pondla.com. We will reply to your return request within 1 business day and provide return instructions and authorization. If you order is from within the United States, we will provide you with a prepaid shipping label.

If your order is from outside of the United States, you are responsible for return shipping.

Are returns free?
For eligible domestic returns, we will provide you with a prepaid shipping label for a flat discounted fee of $10. We will waive this fee if you choose to receive your refund in store credit.

We will process your refund within 7-10 business days of receiving your return. Please note that refunds do not include any shipping or handling charges. Your refund will be credited to the original form of payment used for the original purchase. If we provided you with a prepaid shipping label, $10 will be deducted from your refund to partially cover return shipping and administrative expenses. We will waive this return fee if you choose to receive your refund in store credit.

We reserve the right to deny a refund if a return does not meet our requirements, i.e. product is found to be damaged, shows signs of wear, hang tags are not attached, etc. If your return is not accepted, it will be sent back to you at your expense and a refund will not be issued.

What's your exchange policy?
For orders shipped within the United States, we will allow a one time complimentary exchange of unused products within 15 days from the date of delivery of original purchase. Products must be in their original condition, including all packaging, hardware protectors, attached hangtags, dust bag, etc. Exchanged product is final and cannot be returned.

Warehouse Sale and Final Sale items are not eligible for return, exchange or credit without exception and merchandise is sold as is.

Any item customized with a personal monogram is not eligible for return, exchange or credit without exception.

How do I exchange my order?
To initiate an exchange, please email us at hello@pondla.com and we will send you a prepaid exchange label. Please note that products with any sign of wear and/or damage or is without original packaging will not be accepted for exchange, and will be sent back to you at your own expense.

For orders shipped outside of the United States, we are unable to accept exchanges.