Need to cancel or make changes to your order?
Not a problem! Please contact us via telephone 02) 9969 5800 or email: firstname.lastname@example.org
The item I received is faulty. What are my options?
If you have received an item you believe to be faulty. We are happy to discuss your options for a repair or replacement, subject to the exchanges policy. Please contact us via telephone 02) 9969 5800 or email: email@example.com
For terms and conditions, please click here
The item I received in my order is incorrect. What should I do?
Please contact us via email firstname.lastname@example.org detailing your order number and we will get back to you as soon as we can!
Do I need to set up an account to place an order?
No, here at POND you can place an order as a guest.
What payment methods can I use to place an order?
Mastercard, Visa, AMEX, Paypal and Afterpay.
How can I pre-order an item?
Pre season, pre-order is available. Once you have made a purchase you will be sent an email stating the timeframe in which you will receive your garment(s).
When will my card be charged?
Your card will be charged immediately after check out, you will then receive an order confirmation to confirm that your order has been received.
Which currencies can I shop in?
The currency that you shop in is determined by your shipping destination, this will be displayed at checkout before completing your purchase. If your local currency is unavailable your order will be charged in AUD for a competitive exchange rate.
Can I place an order over the telephone?
Absolutely! We are happy to assist you in placing an order over the telephone, please contact us on 02) 9969 5800
How do I place an order on your website?
Placing an order here at POND is easy! Here’s how:
- Choose a category from the navigation menu.
- Select the options; i.e. size of your item and colour, then click ‘Add to Bag’. Once you have finished adding your item(s). Please proceed to checkout.
Where is my order?
When your goods have been shipped, you will receive a tracking number via email that will provide the details and the location of your order.
How much does delivery cost?
Most items will have a different shipping cost, because each item is calculated by weight. Please contact us via telephone (02) 9969 5800 or email: email@example.com regarding larger items like furniture, so we can generate a quote for you with the cost of delivery according to your chosen destination.
Can I collect my order from a store?
Yes, at check out select 'Pick up' which will automatically select the stores address.
Do you offer same day delivery?
Unfortunately at the moment we do not offer same day delivery - stay tuned!
What countries do you ship to?
POND ships to 170 countries worldwide.
Will I need to pay taxes and duties?
Yes, if your order is being shipped to a destination outside of Australia and your order exceeds the value of $1000AUD.
Is my order insured?
All orders are shipped and registered with Australia Post, please see their terms and conditions.
Do you offer gift wrapping?
All items purchased at POND are wrapped neatly in tissue paper with a customized POND sticker. Additional gift wrapping services are available on request.
What is your returns policy?
If you wish to return an item that was purchased online you must contact us within 7 days of receiving the item. Once we have received the item in its original condition we will gladly offer you an exchange or a merchandise credit note. We do not offer payment refunds, unless the item is faulty.
Please note, delivery charges will not be included in any refund or credit issued.
If you wish to return an item that was purchased in store. Please bring the item back in its original condition within 2 weeks of purchase and we will gladly offer you an exchange or a merchandise credit not. We do not offer payment refunds, unless the item is faulty.
I have returned an item to you, have you received it?
You will be notified by email once we have received any return or exchange.
Can I return an item and exchange it for something else?
Can I return a sale item?
Unfortunately we do not offer a refund, exchange or credit note on sale items, so please ensure you are happy with your chosen item(s) before purchasing.
Do I have to pay for postage if I return my item?
Yes, if you return an item to us you will have to cover postage costs. However in cases where POND is at fault, postage will be granted.
How do I package my item for return?
Where possible please try to return the item neatly in the same packaging.
Where can I find your size guide?
The majority of our clothes are true to size; however there may be a variation in size depending on the designer and item of clothing. We always try to specify if an item runs a little small or large in our product description section. If you would like further assistance, please feel free to contact us via telephone 02) 9969 5800 or email: firstname.lastname@example.org and we will be happy to assist you in finding the perfect size.
Are your products authentic?
POND guarantees that all items sold are authentic. Authenticity cards and serial numbers will be included if the designer has supplied them.
How should I care for my garment?
Please always carefully follow the care instructions, that can be found inside your garment(s)