FAQ

Welcome to the Ponkero FAQ page! Here, you’ll find answers to the most common questions about our products, policies, and services. If you don’t find what you’re looking for, feel free to contact us at support@ponkero.shop or call +44 746 670 4392.

General Questions

1. What products do you sell?
We specialize in premium strollers, car seats, and travel systems from top brands like Nuna, UPPAbaby, Bugaboo, and more. Explore our collection for the latest 2024 models!

2. Do you ship outside the UK?
Currently, we only ship to customers within the United Kingdom.

Shipping & Delivery

3. How much does shipping cost?
We offer free shipping on all orders across the UK!

4. How long does delivery take?
Orders are processed within 1-2 business days and delivered within 2-3 business days after processing.

5. Can I track my order?
Yes! Once your order is shipped, you’ll receive a tracking number via email to monitor your package’s delivery status.

Returns & Refunds

6. What is your return policy?
We offer 30-day free returns and a 14-day money-back guarantee. Items must be unused, in their original packaging, and accompanied by proof of purchase.

7. How do I initiate a return?
Contact us at support@ponkero.shop to request a return authorization. We’ll provide a free return shipping label and guide you through the process.

8. When will I receive my refund?
Refunds are processed within 14 days of receiving the returned item and will be issued to your original payment method.

Payments

9. What payment methods do you accept?
We accept payments through Shopify Payments, including credit/debit cards (Visa, Mastercard, American Express), Apple Pay, and Google Pay.

10. Is my payment information secure?
Yes! All payments are processed through Shopify Payments, which uses SSL encryption to protect your data. We do not store your credit card details.

Product Information

11. Are your products new?
Yes, all our products are brand new and come with the manufacturer’s warranty.

12. Do you sell spare parts or accessories?
We currently focus on strollers, car seats, and travel systems. For spare parts or accessories, please check the manufacturer’s website or contact us for assistance.

Contact & Support

13. How can I contact you?
You can reach us via:

14. What are your customer support hours?
Our team is available Monday to Friday, 9 AM to 5 PM GMT. Emails and voicemails will be responded to within 24 hours.

Still Have Questions?

If your question isn’t answered here, don’t hesitate to contact us. We’re here to help!