Shop policies

All Pond jewellery is hand made to order. The information below details our production, shipping and returns policies. By making a purchase at the Pond online shop you are agreeing to comply with these terms. Please ensure you have read and understood our terms before making a purchase.

Production + dispatch

Each Pond London piece is made to order so please allow up to 10 working days for your order to be made and dispatched. If you need a piece prior to this then please get in touch here and we’ll do our best to honour your request. If multiple items are ordered then pieces can be sent in batches once ready. Items will be dispatched once payment has been cleared.

Delivery

We are based in London and ship from our London studio.

If you are ordering from outside of the UK, your order may be subject to customs or import duties once it reaches the destination country. These charges are payable by the customer. As these charges vary from country to country, we are unable to advise on these charges and would recommend that you contact your local customs office for more information before placing your order.

We ship worldwide free, with our standard service. If you have a special or urgent request we can ship priority, there will be a charge for this. Please send us an email to request an prioritised delivery and get details. 

Orders within the UK are delivered using Insured Royal Mail Special Delivery. This service is next day delivery  ( except over weekends ) from the time of shipment and fully insured. For urgent orders within London postcodes, please e-mail us at info@pondlondon.com.

For regular delivery within Europe we use Royal Mail Parcel Force. Deliveries usually arrive within 3-5 working days from the time of shipment.

For international deliveries ( outside the UK and Europe ) from the time of shipping, deliveries usually arrive within 3-7 working days. This is an advisory, for more details please contact us directly. Shipping times can vary.

Once your order is dispatched, we will send you a tracking number to the email address you used in checkout. You can check the progress of your shipment using this service.

If your order is returned to us because the courier or postal service could not complete the delivery to you for whatever reason, you will be liable for repeat delivery costs.

Returns and exchanges

We sell one-off pieces and made to order pieces. We are happy to accept returns or exchanges on our one off items that we hold in stock. Please email us if you wish to return or exchange your piece of jewellery within 14 days of purchase. We must receive the item within 14 days of contact.

As many of our items are made to order we are happy to accommodate any small amendments such as sizing. Please be aware we can only offer partial refunds on made to order and personalised items.

We do not offer refund on return shipping.