FAQ – Frequently Asked Questions

Last Updated: 3 July 2026

1. Where do you ship to?

We currently ship to the United Kingdom and certain European countries.

2. How long does delivery take?

The estimated delivery time is 9 to 14 business days and includes:

● Processing time: 1 to 2 business days

● Delivery time: 8 to 12 business days

3. What is your order cut-off time?

The order cut-off time for placing an order is 5:00 p.m., London Time. For orders from other European countries, the cut-off time is based on the time zone of the destination country’s capital.

4. On which days do you process and ship orders?

Orders are processed Monday to Friday.

Orders are shipped Monday to Friday.

5. Do you accept returns?

Yes, we accept returns for both defective and non-defective products.

6. How long do I have to return an item?

You have 30 days from the delivery date to request a return.

7. Do you offer exchanges?

Yes, we offer exchanges. Please contact us beforehand.

8. What condition must returned products be in?

Returned products must be new and unused, in their original packaging.

9. How do I return an item?

Returns are handled by post, following prior approval. Please contact us beforehand at support@pontelo.co.uk to receive return instructions.

10. Is the return label free?

Yes. Once your return is confirmed, we will send you a free, downloadable return label by email.

11. Do you charge a restocking fee?

Restocking fee: none

12. When will I receive my refund?

Approved refunds are processed within 7 business days of receipt and inspection of the return.

13. What should I do if my item arrives damaged or defective?

Please contact us at support@pontelo.co.uk, stating your order number and including photos or videos of the issue.

14. Can I cancel my order?

Cancellation is possible as long as the order has not yet been shipped. Once shipped, our Return and Refund Policy applies.

15. What payment methods do you accept?

We accept credit/debit cards, Apple Pay, and Google Pay, processed via our payment service provider, Stripe.

16. Is my payment secure?

Yes, all payments are processed via secure, encrypted connections (SSL/TLS) and our payment service provider, Stripe.

17. How can I contact customer service?

Email: support@pontelo.co.uk

Phone: +44 20 7946 0958

Business hours: Monday to Friday, 9:00 a.m. to 5:00 p.m.