Shipping Policy – PONDESK (Trading name of Winston Marriot Limited)
Winston Marriot Limited (“we,” “us,” “our”), trading as PONDESK, is a limited company registered in England and Wales.
We value your time and understand the importance of receiving your order quickly and safely. Once an order is placed, our team carefully prepares it for shipment, packing it securely and arranging collection with our courier partners. We focus on efficiency at every stage to provide a dependable delivery experience.
1. Shipping Destinations
We ship our products to a wide range of locations worldwide, including:
United Kingdom (Mainland, Northern Ireland, and remote areas)
If your country or region does not appear at checkout, or if you need a special shipping arrangement, please contact our support team. We will review your request and provide a custom quote or alternative delivery method if possible.
2. Order Processing Time
Standard Processing:
Once we receive your order, our team carefully verifies the details, prepares the items for shipment, and coordinates with our courier partners. The dispatch time is mentioned on each product listing.
Weekend & Holiday Processing:
Orders placed during weekends, public holidays, or after our business hours will enter the queue on the next working day. Processing will then follow our standard timeline.
Special or Bulk Orders:
Certain orders may require additional time. This includes large quantities, custom requests, items that need special handling, or products that require additional verification. If your order falls under this category, we will notify you promptly with an updated timeline.
Order Confirmation & Communication:
Throughout the processing stage, we maintain clear communication and will notify you promptly if any delays or additional steps are needed. If there are any changes in shipping rates, we will inform you in advance and wait for your confirmation before proceeding with the shipment.
3. Shipping Charges
Shipping costs are calculated automatically at checkout and are based on the chargeable weight of your order. The chargeable weight is determined by comparing the actual weight and the volumetric (dimensional) weight, with the higher of the two being used for billing.
4. Shipping Insurance
We strongly recommend selecting shipping insurance at checkout, which is available for a small additional fee. This insurance protects your order throughout the entire delivery process. If your parcel is damaged, lost, delayed, or faces any unexpected issue during transit, the insurance allows you to file a claim and receive compensation. It gives you peace of mind, especially for higher-value items, ensuring that you are covered against situations that are outside of your control.
5. Shipping Confirmation & Tracking
Once your order is shipped, you will receive a shipping confirmation email with:
Tracking Number
Courier Name
Tracking Link
You can track your shipment online at any time to stay updated on its current location and estimated delivery date.
6. Customs, Duties & Taxes (International Orders)
For shipments outside the United Kingdom, customs duties, import VAT, clearance fees, and other applicable charges are not included in our prices. These are the responsibility of the recipient and must be paid directly to your local authorities. Customs processing times vary by country and are beyond our control.
7. Address Accuracy & Delivery Requirements
To ensure smooth and timely delivery, please provide a complete and accurate shipping address when placing your order. Your address should include:
Full recipient name
Street address, including apartment or unit number if applicable
Correct postal or ZIP code
Valid phone number for courier contact
Please Note:
We cannot be held responsible for:
Delays caused by incorrect, incomplete, or missing address information
Lost shipments resulting from inaccurate address details
Any additional charges incurred for re-delivery or rerouting
If a shipment is returned to us due to an incorrect or incomplete address, we will contact you to confirm the correct details. The order will be reshipped once the correct information is provided, and re-shipping charges may apply.
8. Delivery Attempts & Unclaimed Packages
Couriers typically make 1–3 delivery attempts to ensure your package reaches you. If you are unavailable at the time of delivery, or if the parcel is unclaimed:
The package may be held at the courier’s local facility or warehouse for collection.
If it remains unclaimed, it may be returned to Winston Marriot Limited.
In the event a shipment is returned to us:
Any return shipping costs will be applied.
Customs duties or import fees (if applicable) will be added.
Charges for re-delivery will also be applied.
These costs may be deducted from your refund if the order is cancelled, or you may be required to pay them before the package is reshipped.
9. Damaged, Lost, or Missing Shipments
If your order arrives damaged, goes missing during transit, or reaches you with any items missing, it is important to notify the courier company or your shipping insurance provider immediately, ideally within 48 hours of delivery. For damaged items, please keep clear photos of the packaging and the product, as these are typically required when submitting a claim.
All claims and compensation are handled directly by the courier service or by the shipping insurance provider if you opted for insurance at checkout. The courier or insurance company will review the claim and provide compensation according to their official policies and terms.
Important information to ensure smooth processing:
Compensation depends on the courier’s liability or your insurance coverage if selected at checkout.
When submitting a claim, you may need to provide clear documentation, including photos of damaged items, packaging, invoices, declared values, and any other supporting details.
Standard courier liability often has limits or caps, so items without insurance may not be fully covered in case of loss or damage.
Claims must be submitted within the courier’s specified timeframe—for example, most couriers require reporting damage immediately upon delivery and filing lost-item claims within 30 days.
By following these procedures, you ensure that any issues with damaged, lost, or missing shipments are addressed properly and that the courier or insurance provider can process your claim quickly and accurately.
10. Change or Cancel Order Before Shipping
You may request changes to your order or cancel it before shipment by contacting our customer support team. Once the order has been dispatched, it cannot be cancelled.
11. Contact Information
Winston Marriot Limited
Customer Support Team
Email: [email protected]
Phone: +44 1296 925854
Website: www.pondesk.com
Last Updated: 03-12-2025