Shipping Policy – Poncho Vibe

By placing an order through our store, you agree to the terms below. These are provided to ensure that both parties are aware of and agree to this arrangement, to protect each other, and to set clear expectations about our service.

1. General

Subject to stock availability, we strive to maintain accurate stock levels. However, from time to time, a stock discrepancy may occur and we may not be able to fulfil all items at the time of purchase. In this case, we will contact you to ask whether you prefer to wait for the item to be restocked or receive a gift voucher.

2. Shipping Costs

• UK orders: Free delivery on all orders, with no minimum required.

• International orders: Shipping costs are calculated at checkout based on the weight, dimensions, and destination of the items in your order.

Shipping fees are collected at checkout. This will be the final price for shipping costs on your order.

3. Returns

The conditions for returns are available in the Refund & Returns Policy, which you will find on this page.

4. Delivery Conditions

• Delivery Timeframes: International orders may take up to 10 days in transit, or in some cases up to 20 days, depending on the courier.

• Dispatch Time: Orders are usually processed within 2 business days. We allow a 24-hour window to correct address errors before dispatch. Orders will be shipped within a maximum of 5 business days. In some cases, delivery may take up to 2–4 weeks.

Please note the difference between dispatch (when your order leaves our facility) and delivery (the time taken to transport the items to your address).

In rare cases, delivery may take up to 5 weeks. If this timeframe is exceeded, we will offer solutions such as reshipping your order at our expense or providing a gift voucher of higher value than your original order.

If your order confirmation email was received more than 5 weeks ago and your parcel has not arrived, please contact us using the email in the footer of this website. Include your order number, email used for the order, name, and order details to speed up processing.

5. Tracking Notifications

When your order is dispatched, you will receive a tracking link to monitor its progress, based on the latest updates provided by the carrier.

6. Damaged Parcels in Transit

If a parcel is damaged during transport, please reject the delivery if possible and contact our customer service team. If the parcel has been delivered while you were absent, please contact us by email.

7. Duties & Taxes

• Sales Tax: VAT is included in the product price displayed at checkout.

• Import Duties & Taxes: For international shipments, duties or taxes may be payable upon arrival in the destination country. These are the responsibility of the customer. If you refuse to pay, the goods will be returned at your expense and refunded minus return shipping costs. The original shipping fee is non-refundable.

8. Cancellations

If you change your mind before receiving your order, we can accept cancellations at any time before dispatch. If an order has already been dispatched, please refer to our Refund & Returns Policy.

9. Insurance

Parcels are insured for loss and damage up to the value declared by the carrier. Loss is confirmed when the postal service acknowledges the parcel is lost. A delivery confirmed by postal services will be considered valid.

In case of loss or damage, we will either resend your order at our expense or offer a gift voucher of higher value.

10. Customer Service

For any request regarding shipping or delivery, please contact us at the email address provided in the footer of this website.

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Refund & Returns Policy – Poncho Vibe

Our policy lasts 14 days. If 14 days have passed since you received your item, unfortunately we cannot offer you a refund or exchange.

If you change your mind within 24 hours of placing your order on a business day, we will refund you immediately. Orders are processed 24 hours after being placed, allowing time for corrections. Once processing has begun, refunds are not available until the item is delivered, received, and returned.

Eligibility for Returns

To be eligible for a return, your item must be unused, in the same condition as received, and in the original packaging. Returns must be sent at your expense to the address we provide.

Non-returnable items include:

• Intimate or sanitary goods

• Gift cards

When you request a return, we will verify your order using your order number and/or the email address used at checkout.

A return is validated once we either receive the parcel at the return address provided or you supply proof of return (such as a postal receipt or shipping confirmation). Returns must not be sent directly to the manufacturer. In some cases, we may ask you to wait for the parcel to reach us for inspection before we issue a refund.

If you claim that an item arrived damaged but refuse to provide a photo, you will need to send the item to the return address for inspection. Refunds are only processed after inspection. If the item is found to be in good condition, we will reject the refund and provide proof (photo/video).

Refund Process

Once your return is received and inspected, we will notify you of approval or rejection. If approved, refunds will be applied to your original payment method. Processing times depend on your bank or card issuer and may vary.

If you have not received your refund, please check your bank account, then contact your card issuer and bank. If after these steps you still have not received it, contact us by email.

Fees

A processing fee of £2 per order will be deducted from refunds to cover payment platform costs. Refunds for sale items are based on the price paid, not the original price.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item for the same product, please contact us by email.

Gifts

If the item was marked as a gift and shipped directly to you, you will receive a gift credit equal to the value of the return once the item has been received. If the item was not marked as a gift, or was shipped to the gift giver, the refund will be issued to the original purchaser.

Return Shipping Costs

You are responsible for paying shipping costs when returning an item. These costs are non-refundable, and if you receive a refund, return shipping will be deducted.

Delivery times for exchanges may vary depending on your location.

 

If you are returning an item worth £30 or more, we recommend using a trackable shipping service or purchasing insurance. We cannot guarantee receipt of returned items without proof of delivery.