Frequently Asked Questions

What will happen when I place my order?

The ordering process should be easy to follow as you move through the site. If you do have issues with ordering, or if anything is unclear, please email Customer Services at customer.services@pondenhome.co.uk or UK 01925 856 833 or International +44 (0) 1925 856 833 (9am - 5.30pm GMT - Monday to Friday inclusive).

You will have the opportunity to enter payment details and review your order prior to confirming. The page includes a cost breakdown of the order and also indicates that you are in a secure section of the website. If you click back to the homepage from the secure location, you may receive a warning indicating that you are moving to and from a secure location.

In all cases it is the customers responsibility to ensure addressing for delivery of the order is accurate. We offer at least 4 steps where this occurs. The customer must ensure the delivery address is correct and where they determine it's not correct, you must inform us immediately. We will not be held liable for orders that go missing due to an inaccurate delivery address being entered by the customer. Therefore it is very important that customers check these details at time of order and when they receive the order confirmation in email.

Once the ‘Submit Order’ button is selected, providing that the order has successfully been completed (i.e. the customer has not been informed of any product being out of stock and his/her details are correct), you will be re-directed to the Order Confirmation page and will receive an order confirmation email that contains essential information relating to your order.

When your order is ready to be dispatched, you will receive an email indicating that the order will be with you in the near future.

What if there is a problem placing my order online or I am not sure it has gone through?

If you believe you have placed an order but are unsure if it has gone through, log into your Account and check your orders. If your order does not appear on the list, you will need to place it again. If you are still unsure or you have used our guest checkout, please contact customer services on UK 01925 856 833 or International +44 (0) 1925 856 833 (9am - 5.30pm GMT - Monday to Friday inclusive) or email customer.services@pondenhome.co.uk.

Can I cancel or amend an order once I’ve placed it?

Your Right To Cancel

You have a right to cancel your order and if you choose to do so you will receive full refund. However you should note that in order for us to deliver orders to customers quickly and efficiently orders are processed and dispatched almost immediately upon order acknowledgement. This means in practice that we will be unable to impact delivery and you will receive the goods you ordered.

Therefore where goods have already been dispatched before cancellation, please return them to us in their original condition and packaging. Details and instructions are found on the reverse of the delivery note you receive in your order. Returned or cancelled goods need to be returned to us within 28 days of dispatch. Your account will be automatically credited the value of your order once we have received the items.

Amending an Order

For similar reasons of immediate processing and dispatch we are unable to amend orders once they are placed via our website. You must therefore check your order contains all the products you want prior to payment and confirmation as we will be unable to change the details thereafter. Similarly, you must also check your billing and delivery addresses since we will be unable to amend these after your order has been acknowledged. We will only credit your account once we receive goods back to our processing centre.

What types of payment can I use online?

We accept most major cards including American Express, Visa, MasterCard, Visa Debit, Switch/Maestro. Customers can also use PayPal and Amazon Pay to pay for orders. This is available as an option during checkout. Please note PayPal cannot be used to pay for orders taken by phone.

We are unable to accept payment via cheque or any method other than those listed above.

Payment by Phone

If for any reason your are not comfortable paying online, we do accept payment over the phone. You can do so by contacting our customer services team on UK 01925 856 833 or International +44 (0) 1925 856 833 (9am - 5.30pm GMT - Monday to Friday inclusive). Our staff would be delighted to help you with your order.

Can I shop online using a gift card?

We are now able to offer online gift vouchers which can be sent to anyone with an email address or the code given in person and redeemed online.  For more information take a look at our Online Gift Voucher page

Paper Vouchers may only be redeem in stores. You can find your nearest store by clicking our Store Finder.

When will you take payment for my order?

We will take payment from you when your order is placed.

Can I track the status of my order?

Once you have ordered online, you will be able to track its status. Log onto your account, select 'My Orders' where you can then view the details of pending or completed orders. You will receive a confirmation email when you submit your order and also a dispatch email when your items are on the way.

Our returns policy does not affect your statutory rights.

What is the returns policy for products bought online?

If you are not 100% satisfied with the item(s) you have ordered, we will give you a full refund provided that you return the item(s) to us within 28 days of receipt and in a re-saleable condition - i.e. in their original packaging, unworn, unwashed and complete with their original labels.

We reserve the right to refuse a refund for items returned that are not in a re-saleable condition.

You do not need to inform us before you send us a return.

For items purchased using Paypal please see returns and exchange information HERE

If we have made a mistake on an item sent to you, or it is faulty, damaged or of unsatisfactory quality, we will refund the delivery charges that you have paid to receive that item – unless it was sent to you with other items that you are not returning for any of the reasons above.

We will only refund the price of the item to the purchaser once it is received by us. Please allow up to ten working days for items to reach us, and a further five days for the credit to show in the purchaser’s account.

Due to hygiene reasons we are unable to exchange or refund the following once opened:

Quilts, Pillows, Mattress & Pillow Protectors. Mattress Toppers, Sheets & Quilt Covers/Duvet Sets. If these items are returned to us un-opened, we will offer a full refund.

These conditions do not affect your statutory rights.

UK Returns

In Store

Returns can be made to any Ponden Home store *  **

As long as it is within our returns policy guidelines, simply take the dispatch/refund note and the product you wish to return or exchange to your nearest store and tell the sales assistant you bought it online. The assistant will be happy to either process your refund via the original payment method, or help you find an alternative product. Exchanges for goods at same or greater value (on payment of difference) can be made.

* Returns cannot be made within our concession stores or our factory outlet stores. ** Stores may be unable to refund postage costs or other associated costs. Please contact us for details or return by Free Post.

Returns via Post

You must complete the Returns Note attached to the Dispatch Note indicating the quantity you are returning and the reason for the return.

Keep details of goods returned, together with the remaining part of the Dispatch Note and Proof of Return Document, until you have received your refund, in case of the unlikely event of returned goods being lost in transit.

Please allow up to ten days for your goods to reach us.

PayPal - Returns & Refunds

Good purchased using PayPal may be exchanged in store, however refunds cannot be processed. Please follow the returns process above to receive a refund.

International Returns

Items may be returned to us within 28 days from the date of despatch for a refund. All return postage costs are the responsibility of the customer.  Address your package to: Ponden Home Returns, Waverley Mills, Langholm, DG13 0EB, UK

Will you send me confirmation when you receive my parcel?

Unfortunately, Ponden Home is unable to directly confirm with the customer when we have received your returned items. Our returns are delivered back to us within 2-3 working days.

How long will my refund take to process?

Once you have returned your online goods by post to our fulfilment warehouse, the item will be checked.

Once processed, a credit transaction will be made for the returned goods directly back to the debit, credit or charge card you used to pay for the items on your original order. Please contact Customer Services on UK 01925 856 833 or International +44 (0) 1925 856 833 (9am - 5.30pm GMT - Monday to Friday inclusive) if you have any queries.

Please allow 10 working days after our receipt of the goods for the credit to appear on your account.

Alternatively, if you return your goods purchased online to your local Ponden Home store, the refund will be processed immediately (as long as the goods are re-saleable).

Can I obtain a refund on sale items?

Yes, all items purchased at sale prices online can be refunded.

What are your delivery options and what charges do you apply?

UK Delivery

Ponden Home online uses Royal Mail and Yodel to deliver our orders. For deliveries to the Channel Islands, providing a relevant postcode prefix is provided, tax will be removed.

The standard charge is £3.99 per order - This is a 3-5 day delivery service. Alternatively, you could select Express Delivery (arrives within 48 hours).

For more information, please read our Delivery and Returns procedures.

International Delivery

We now offer delivery to selected international locations. For more information please see International Delivery

Can I have my order delivered to an alternative address?

You can choose to send your entire order to an alternative address or even breakdown your order to send to different addresses. If you choose to breakdown your order, you will be charged postage for each separate address to which you send the goods. A separate order will need to be placed for each order to a different address

Will I have to sign for the delivery when it arrives?

Your delivery wont require a signature and will be left in a safe place if no one is home.

What happens if no one is in when my parcel arrives?

Up to 2 attempts will be made to deliver your parcel, If no-one is available to receive your parcel, you will be left a card with details explaining that your parcel has been left with a neighbour or returned to the depot with details of how to arrange delivery or collection in person.

How do I select to have my order delivered to a CollectPlus collection point?

When placing your order you will be able to choose CollectPlus as a delivery option on the Delivery Options page before you get to the Payment page of checkout.

Why is CollectPlus not available for my current order?

Unfortunately some items can’t be sent to a CollectPlus collection point. This is probably because the item you wish to purchase is either too large or too heavy for this delivery method.

Please note that this service is only available for suitable items being shipped to customers in the UK.

How many CollectPlus collection points are there?

CollectPlus has thousands of stores throughout the UK and Northern Ireland. These could be your local Co-Op, McColls, Budgens or Spar, as well as many independently owned convenience stores and newsagents and petrol stations. Unfortunately there are no collection points in the Channel Islands or at BFPO locations at the moment.

Where is my nearest CollectPlus collection point?

During checkout, when you select CollectPlus as your delivery method, you will also be able to select your nearest collection point. Alternatively the CollectPlus website offers a postcode or location search. Click here to find your nearest collection point.

When are CollectPlus collection points open?

Nearly all CollectPlus stores are open early ‘til late, 7 days a week. The opening times for your local store will be shown as you choose your preferred collection point when placing your order.

How long will it take for my order to arrive at my chosen CollectPlus collection point?

Once you have successfully placed and paid for your order, your item(s) will be processed and shipped to your chosen collection point. You will receive confirmation from CollectPlus via email and/or SMS once your parcel is available for collection. This will include your unique collection code. Parcels are delivered to CollectPlus collection points Monday to Saturday. A specific time for arrival cannot be given, please wait for your arrival notification from CollectPlus.

What do I need to take when I collect my parcel?

Please take your CollectPlus collection code and proof of ID with you when you go to the collection point to collect your parcel.

When making a collection, what ID is accepted?

CollectPlus collection points accept the following forms of ID:

• Driving licence
• Utility bill
• Mobile phone bill
• Wage slip
• Bank statement
• Cheque guarantee/credit/debit card
• Bank/building society book
• Passport
• Cheque book

What should I do if I lose my collection code from CollectPlus?

If you have lost the collection code sent to you by CollectPlus via email or SMS then please click here to visit the ‘Help & Advice’ section on the CollectPlus website and follow the instructions on ‘How do I get the collection code to collect my parcel?’

What should I do if I don’t receive my collection code from CollectPlus?

If you haven’t received an email or SMS from CollectPlus with your collection code and the parcel’s estimated date of arrival has passed, then please click here to visit the ‘Help & Advice’ section on the CollectPlus website and follow the instructions on ‘How do I get the collection code to collect my parcel?’ If you still need help then please contact the CollectPlus Customer Service team on 01923 601616 or 0845 270 9888 and they will be able to help you. (Please note that calls to the 0845 number cost 1p per minute from a landline and between 20p – 40p per minute from mobiles, calls to the 01923 number will be charged at your standard rate).

Can someone else collect my order on my behalf?

Yes, it is possible for someone to collect your parcel on your behalf, but they must have your proof of ID and your collection code.

What if my order includes back-order items?

Your order will be split in two. Your in-stock items will be processed as usual for collection at your nominated CollectPlus collection point. Your back-order items will be processed and sent once they arrive in our warehouse. In this instance you will receive two notifications of delivery from CollectPlus and two barcodes, so do make sure that when you are collecting your back-order item that you take the correct collection barcode with you.

How long will I have to collect my parcel?

Your parcel will be held at by CollectPlus at their collection point for 10 days before being returned to us. You will receive reminders from CollectPlus after 3 days and 7 days of the parcel arriving at the collection point if you haven’t already collected your parcel. If your parcel is returned to us it will be processed as a return and a refund will be issued. You may still be charged for the CollectPlus delivery cost.

What should I do if my parcel isn't available when I arrive at the CollectPlus collection point?

Please contact us and we will look into it.

Once my order has been despatched, can I track it?

Yes, CollectPlus provides a tracking service which allows you to see where you parcel is. CollectPlus will also provide SMS updates if a mobile number has been provided.

What should I do if I don’t want my order anymore?

If, your order has already been processed, please do not collect the parcel from the CollectPlus collection point. Any uncollected orders will be returned to us after 10 days and a refund will be issued. You may still be charged for the CollectPlus delivery cost.

What if I want to return an item I have collected from a CollectPlus collection point?

If, when you pick up your parcel, you decide that you don’t want all or part of the order, or an incorrect item has been sent, please follow our normal returns process

How can I find out about events, sales and special offers?

By registering your email address with us. You can do this by entering your email address in the box at the foot of this page. We will keep you informed about company events and sales promotions. If you wish to stop receiving emails from us simply use the Manage Your Subscription link, which can be found at the foot of all our emails. If you encounter any problems please contact Customer Services.

Alternatively, you can sign up for a loyalty card in store to be notified on local store events.

How can I apply for a job at The Ponden Home?

You can find out about our latest vacancies and how to apply for them in our Careers section.

How can I contact Customer Services at The Ponden Home?

If you wish to contact us, in relation to any aspects of our products or services, please do so using the following means:

Telephone: UK: 01925 856 833 or International +44 (0) 1925 856 833 (9am - 5.30pm GMT - Monday to Friday inclusive)

Email: customer.services@pondenhome.co.uk

Post: Customer Services, Ponden Home, Waverley Mills, Langholm, Dumfriesshire, DG13 0EB.