Returns & Exchanges
RETURNS
We are happy to refund the original purchase of any new, non-worn merchandise, returned within the next business day of delivery\in-store purchase of the product.
Store credit will be given for 7 days(not business days) from the purchase date.
The items need to be returned to our Borough Park store, on 4306 13th Ave, Brooklyn, NY 11219.
If you choose to return us the product, please email us to hey@ponpano.com :
- Your order number
- Reason for return
- Tracking number of the return
Once received, and in case the returned products are non-worn and in new condition as well as their original packaging, we will issue a refund back to the means of payment with which you paid within 5 business days or less, from the moment we receive your item. In case you enjoyed free shipping in your original purchase, the shipping cost ($8) will be deducted from the refund.
Customers always have the option to return the product at the store at no cost.
*Socks & tights are not are not eligible for returns for sanitary reasons.
*Please note that products or boxes that look used are not eligible for a return\replacement.
*Please note that you must ship the products in a bag or another box (and not use the shoebox) to prevent it from damaging.
EXCHANGES
We want you to be completely satisfied with your order.
Therefore, in case the size does not fit or you are just not happy with your purchase, you are able to exchange it/get store credit within 7 days(not business days) of delivery\in-store purchase of the product.
If you wish to exchange:
- Send us an email with your order number, the item you want to exchange and reason for the exchange or alternatively, bring the product to our store(in case you bring the item to our store, we will do the exchange at the store).
- Once we confirm the return (by email only), you will need to make another purchase with the new item you wish to have.
- Email us your new order number.
- At this point, we will create a free USPS return label and email it to you. You will have to print the label and pack the products in their original packaging inside an additional bag or box, and put the label on it. Afterwards, you'll have to schedule pickup with USPS(or bring the shipment to them). *we will send you a prepaid label only after you have sent us your new order number. *In case you paid for shipping in the new order, we will issue a refund for the shipping cost(8$).
- Once received, and in case the returned products are non-worn and in new condition as well as their original packaging, we will issue a refund back to the means of payment with which you paid within 5 business days or less, from the moment we receive your item. We will notify you once we do it, by email only.
*Exchange is available for 1 time only
*Please note that if the original purchase was made in the store, we will not send you a free shipping coupon of the exchanged product, if purchased online.
*Please note that products must be returned in new condition with their original packaging – products or boxes that look used are not eligible for a return\replacement.
*Please note that you must ship the products in a bag or another box (and not use the shoebox) to prevent it from damaging.
Clarification regarding promotions in promotions:
If several products were purchased from the site with free shipping, and a customer wishes to return all of them, the shipping cost ($ 8) will be deducted from the refund. In the same case where the customer chooses to return only some of the products he purchased, the shipping cost will not be deducted.
When returning an item that is part of a transaction of items involved in a sale with each other, for example: one pair = $ 49.99, 2 pairs = $ 79, a credit will be given in proportion to the transaction. This means that according to the above example, the customer will receive back only $ 20 and not about 50% of the transaction amount as you might think.