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 Free
Worldwide Shipping: We are proud to offer free delivery on all orders to all our active shipping zones, including the UK, USA, Europe (France, Ireland, Italy, Spain, Germany), Canada, and Australia. There is no minimum purchase required to qualify for free shipping.
3. Returns
The conditions for returns are available in the Refund & Returns Policy, which you will find on this page.
4. Delivery Timeframes
Order Processing (Handling Time): 2 to 5 business days (Monday to Saturday).
Transit Time: 14 to 30 business days depending on the destination.
Total Estimated Delivery Time: 16 to 35 business days.
Note: While most orders arrive within 2-3 weeks, please allow up to 5 weeks in rare cases due to customs or local courier delays. If your order hasn’t arrived after 5 weeks, we will reship it at our expense or provide a full refund/voucher.
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
VAT & Sales Tax: All applicable taxes are already included in the product price you see on our store.
Import Duties: We operate on a “Duty Paid” basis. This means we take care of all import formalities and costs. There are no hidden fees or additional customs duties to pay upon delivery. The price at checkout is the final price delivered to your door.
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.
Refund & Returns Policy – Poncho Vibe
Our policy lasts 30 days. If 30 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.
Once your return is received and inspected, we will notify you by email about the approval or rejection of your refund.
If your return is approved, the refund will be issued to your original method of payment within 7 days.
Please note that processing times may vary depending on your bank or card issuer.
If you have not received your refund after 7 days:
Check your bank account.
Contact your card issuer.
Contact your bank.
If you still haven’t received your refund after completing these steps, please reach out to us at support@ponchovibe.com
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.