FAQ

What size am I? 

Our swim briefs are designed for casual dip wear. They should not fit too tight.

Please check our sizing chart for correct swimwear sizing.

What if the product doesn’t fit? 

You should be happy with how your swimmers fit. Feel free to try on your new swimwear - but please keep your underwear on (thx, mate!)

If you think the size is too tight or loose then please contact us for a free return.e useful information about your shipping details.

Can I try your products in a store?

At this moment our swim essentials are only available to purchase online from our official online store. That will be this store. However, we do offer full refunds for 30 days, no questions asked. So give us a go :)

What payments do you accept? 

We accept credit cards including VISA/Dankort, Visa, MasterCard, Apple Pay and Google Pay.

Why was my payment declined?

We accept credit cards including VISA/Dankort, Visa, MasterCard, Apple Pay and Google Pay. If one of these payment methods was declined, contact us and we will help you figure out what went wrong.

Do you process orders on weekends? 

Orders are processed on weekdays only as we are probably in the pond during weekends. You should be too ;)

Where do you ship to?

We ship world wide. Happy dipping, ya' all!

What’s the shipping costs?

We offer FREE  worldwide standard shipping on orders above:

DKK 200
EUR 100 
USD 100
AUD 190 
GBP 100

Rates for STANDARD and UPS EXPRESS SHIPPING are calculated at check-out.

We offer free returns and full refunds on all purchases within 30 days after you received your product. 

What’s the delivery time?

The standard delivery service is provided via your local (slow) postal service. No tracking available. But hey, it's free for you!

Denmark (GLS Shipping): 2 working days

US, Australia & rest of the world: >3 weeks, no tracking

EU, UK, Sweden and Norway:  >2 weeks, no tracking

Please note: Local customs clearance is, unfortunately, out of our control. Clearance times vary a lot, and can be quite extensive.

UPS EXPRESS SHIPPING

All express orders are shipped as UPS Standard or Express.

US, Australia & rest of the world: 1-3 working days, full tracking

EU, UK, Sweden and Norway: 1-5 working days, full tracking

Express shipping is always carried out via air freight, meaning it is both more expensive and has a considerably larger environmental impact than standard shipping has. 

What’s the status of my order?

We will update you by mail when we process your order. Please check the track & trace link in your order confirmation and shipping mail.

Can I change or update my order?

Please contact us regarding any order changes and we will do our best to update your order before it is shipped.

Will I be charged duties and taxes?

United States
Orders up to $800 are free of any import VAT or duties. No extra charges will incur. 

EU and selected countries
Orders within the European Union are shipped DDP (Delivery Duty Paid), meaning that taxes and duties are included in the final price.

United Kingdom
Sales VAT is included. Any import VAT or duties (normally applicable on orders exceeding £135) are not covered by Pond, meaning you may be liable to pay tax and duty upon receiving your package.

Rest of World
For countries outside of the EU we ship DDU (Delivery Duty Unpaid) meaning you may be liable to pay tax and duty upon receiving your package. If applicable, you will be responsible for paying these costs before your item can be delivered.

We are, unfortunately, unable to calculate the exact cost of taxes and duties your order might incur, as these charges are imposed directly by the destination country. 

Pond does not cover any such taxes, duties, or related charges. Pond does not cover taxes and duties incurred on refused or unclaimed packages.

What do I do if my order is delayed? 

Please allow up to 30 working days for shipping. Also note that local customs clearance is out of our control. Please be patient.

Can I refuse a package upon delivery?

If you do not wish to receive your package, you can refuse it and it will be automatically returned to us. If you refuse your package, let us know so we can refund you for your order once we have received it back.

I think my package is lost

If you have any issues with your order once it is shipped, please contact your chosen courier, as they are the best at locating your package. For international shipping, it can take up to 4 weeks for the parcel to be delivered.

What’s your return policy?

We offer free returns on all purchases within 30 days after you received your product. Please make sure all returned products are unworn, unwashed, and neatly folded in the original packaging including all tags. If you fail to do so, we cannot accept your return.

Please contact us stating your order number and reason for return and we will supply you with a free return shipping label.

Can I exchange something for a different product?

We do not offer exchanges. However, we offer free return on all purchases within 30 days after you received your product.

Please contact us stating your order number and reason for return and we will supply you with a free return shipping label.

Can I try on my product?

You should be happy with how your swimwear fit. Feel free to try on your new swimmers - but please keep your underwear on (thx, mate!).

What do I do if the product is faulty?

Ponds are designed and constructed to last that extra season. If, however, you experience any problems due to quality issues then please don’t hesitate to contact us and we will do our best to help you.

How fast will my return be processed? 

We process returns as fast as possible when we receive the parcel. Expect 3-5 working days.

Can I return multiple orders together? 

Unfortunately this is not possible. Each order number needs to be registered separately in our return system, and returned as separate parcels so we can identify your order.

How does pre-ordering work?

When you buy products on pre-order, you accept to pre-pay the entire order, and that delivery will take longer than usual. The estimated shipping date is displayed on the product order page. Please be aware that shipping dates are only estimates and cannot be guaranteed.

Cancellation of pre-orders

Pre-orders can be cancelled until dispatch from our warehouse. Cancelled pre-orders are entitled to a full refund before shipment.

Mixed orders

Have you both put stocked and pre-ordered items in your basket? Then your entire order will only be shipped when all your items are in stock. If you wish to have your stocked items delivered immediately, you must place your orders separately.