📦 Shipping

Where do you ship from?
All orders are shipped directly from our studio in Israel. We work with trusted international carriers to ensure your order arrives safely and on time, no matter where you are in the world.

How long does delivery take?

• Europe & USA: Usually 5–10 business days.
  Rest of the world: Usually 7–14 business days.
  
  Please note that delivery times may vary depending on customs clearance in your country.

Will I have to pay customs duties or import taxes?
Some countries may charge customs duties, VAT, or import taxes upon delivery. These fees are not included in the product price or shipping cost and are the responsibility of the customer. We recommend checking with your local customs office for details before placing your order.

💳 Payments

What payment methods do you accept?
We accept major international credit and debit cards, PayPal, and Shopify Payments depending on your region. All payments are processed securely through encrypted gateways.

Which currency will I be charged in?
Our store displays prices in [ILS/USD/EUR – choose what you set]. However, your payment will be processed in your local currency based on the exchange rate applied by your bank or payment provider at the time of purchase.

Is my payment information safe?
Yes. We never store your credit card details on our servers. All transactions are handled through secure and PCI-compliant payment providers.

🔄 Returns & Exchanges

Can I return an item?
Yes, we accept returns within 14 days of receiving your order, provided the item is unused, in its original packaging, and in the same condition in which it was delivered.

How do I start a return?
Please contact us at info@ponponi.co.il with your order number and reason for return. We will provide you with detailed instructions.

Do I have to pay for return shipping?
Yes, customers are responsible for the cost of returning items. We recommend using a trackable shipping service to ensure your return is received.

Do you offer exchanges?
Exchanges are possible if you wish to replace your item with another of equal or greater value (you may need to cover any price difference and shipping).

🎨 Products

Are your products safe for children?
Yes. All of our products are made with safe, non-toxic, and high-quality materials, suitable for children’s rooms and family homes.

Are the wall stickers removable?
Yes, our wall decals are designed to be removable without damaging the wall, as long as the surface is clean, smooth, and properly prepared.

Do the colors look exactly like in the pictures?
We do our best to represent our products accurately. However, please keep in mind that colors may vary slightly due to lighting and screen settings.

📩 Customer Support

How can I contact you?
You can reach us at info@ponponi.co.il, and we’ll respond within 24 hours (business days). You can also message us on our official social media accounts.

What if I received a damaged or incorrect item?
We sincerely apologize if this happens. Please contact us immediately with photos of the issue, and we will arrange a replacement or refund as quickly as possible.

Do you offer custom or personalized products?
At this time, our products are sold as shown on the website. However, we are constantly expanding our catalog—sign up for our newsletter to be the first to know about new collections and customization options.