FAQ Backup
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 on select products for $10.
Expedited Shipping: We offer 2 business-day shipping starting from $25.
When will I receive my order?
Your order will be processed and shipped out within 2 business 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. Please provide a safe and secure delivery address as we're not responsible for stolen or lost packages. Please note that order details such as items ordered or shipping address cannot be modified once order is submitted. If you require rerouting of your package once shipped, please contact the courier directly
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 on select products for $10.
Expedited Shipping: We offer 2 business-day shipping starting from $25.
When will I receive my order?
Your order will be processed and shipped out within 2 business 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. Please provide a safe and secure delivery address as we're not responsible for stolen or lost packages. Please note that order details such as items ordered or shipping address cannot be modified once order is submitted. If you require rerouting of your package once shipped, please contact the courier directly
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 2 business 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. Please note that order details such as items ordered or shipping address cannot be modified once order is submitted. If you require rerouting of your package once shipped, please contact the courier directly
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.
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 2 business 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. Please note that order details such as items ordered or shipping address cannot be modified once order is submitted. If you require rerouting of your package once shipped, please contact the courier directly
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 |
Japan |
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.
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 click here. We will reply to your return request within 2 business day and provide return instructions and authorization. If your order is from within the United States and you still have the shipping box your order arrived in, we will provide you with a prepaid shipping label.
If your order is from outside of the United States or if you're using your own shipping box, you are responsible for return shipping.
Are returns free?
For Handbag returns, we charge a $12 handling fee per returned item to partially cover the cost of return shipping and processing. For Apparel returns, we charge a $12 handling fee for up to 2 returned item, and then $5 for each additional returned item. We will waive this return fee if you choose to receive your refund in store credit.
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 click here. We will reply to your return request within 2 business day and provide return instructions and authorization. If your order is from within the United States and you still have the shipping box your order arrived in, we will provide you with a prepaid shipping label.
If your order is from outside of the United States or if you're using your own shipping box, you are responsible for return shipping.
Are returns free?
For Handbag returns, we charge a $12 handling fee per returned item to partially cover the cost of return shipping and processing. For Apparel returns, we charge a $12 handling fee for up to 2 returned item, and then $5 for each additional returned item. We will waive this return fee if you choose to receive your refund in store credit.
We will process your refund within 10-14 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, minus the return handling fee as stated above to partially cover return and refund processing expenses. We will waive this 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 does not meet our requirements, it will be sent back to you at your expense and a refund will not be issued, or at our sole discretion, we will accept your return and deduct a 35% restocking fee from your refund.
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 does not meet our requirements, it will be sent back to you at your expense and a refund will not be issued, or at our sole discretion, we will accept your return and deduct a 35% restocking fee from your refund.
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 click here. We will reply to your exchange request within 2 business day and provide exchange instructions and authorization. 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.
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 click here. We will reply to your exchange request within 2 business day and provide exchange instructions and authorization. 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.