Delivery And Refund Information

Thank you for choosing PONCE. We strive to provide high-quality handmade lamps and exceptional customer service. If for any reason you are not satisfied with your purchase, you may return eligible items within 14 days of delivery for a refund.

Eligibility for Returns:

• To be eligible for a return, items must be unused, unassembled, and in their original packaging.
• Eligible items must be returned within 14 days of delivery.
• Custom-made or personalized items are not eligible for return unless they are defective or damaged upon delivery.
• If you return or exchange an item, you are responsible for the risk of possible damage. A damaged item will not be accepted as a return or exchanged if it cannot be established that the item has been damaged while in transit to the customer.
• If your order is not collected on time and the product is returned to us, we are not responsible for re-shipping, and an additional shipping fee will be required for re-delivery. Additionally, as each product is made to order, a full refund cannot be provided.

Initiating a Return:

• To initiate a return, please contact our customer service team at contact@studioponce.com within 14 days of delivery.
• Please provide your order number and a brief explanation for the return request.
• Our customer service team will guide you through the return process and provide instructions for returning the item(s).

Return Shipping:

• Return shipping costs are the responsibility of the customer, unless the return is due to a defect or damage.
• We recommend using a trackable shipping service and purchasing shipping insurance for your return, as we cannot guarantee that we will receive your returned item(s).

Inspection and Refund:

• Once we receive the returned item(s), our team will inspect them to ensure they meet the eligibility criteria outlined above.
• If the returned item(s) are deemed eligible for a refund, we will issue a refund to the original payment method used for the purchase within 15 days.
• Please note that refunds may take some time to process depending on your bank or payment provider.

Damaged or Defective Items:

• If you receive a damaged or defective item, please contact with us within the first 3 days upon receipt and provide photos of both the packaging and the damaged product.
• We will work with you to resolve the issue as quickly as possible, which may include providing a replacement item or issuing a refund.

Contact Information:

• If you have any questions about our return policy or need assistance with a return request, please contact with us at contact@studioponce.com

Delivery:

• The orders you place are delivered within 5 to 10 working days, depending on your region. The delivery date on your order is ESTIMATED. The actual delivery date may change due to circumstances beyond our control. 
• PONCE is not responsible for items not collected on time after delivery attempts. If the item/s are returned to the country of origin because the recipient was not available, they will need to pay additional shipping costs to receive the item again. To check their shipment status, recipients should enter the tracking code on this website: www.17track.net to monitor their shipment.
  
• A tracking number will be provided with your order. Please note that the import tax must be paid. The import tax varies by country and may be a maximum of 45 Euros. To avoid extra customs fees, it must be paid as soon as possible.