Here at PONGO London, we’re keeping a close eye on the implication of Brexit. We’re committed to prioritising our customer experience and our small dedicated team has made critical changes to ensure our European customers can continue to purchase our products without having to pay additional taxes or duties. All you need to know is the the price you see, is the price you pay.

We pride ourselves on our impeccable service but anticipate deliveries may take a little longer to arrive. 

As always, we’re grateful for your loyalty. Please email us if you want to get in touch.

The good news is that our warehouse is still open and we continue to operate online, but Royal Mails delivery lead times may be delayed in isolated cases. Please bear with us, we’ll get your orders out to you as quickly as possible. 

You will get an email with the status of your order as it moves through our warehouse. If you have opted for tracked shipping, Royal Mail will not require a signature in order to protect both customers & staff.

The beating heart of our business is in Italy where we manufacture all our socks and we take deliveries every 4 weeks, join our mailing list to find out what's on its way or add your email to product restock alerts. 

Sometimes our automated emails end up in your junk mail. Double check there first and wait a little while before getting in touch, the email may still be on its way. 

As soon as you place your order you'll receive a confirmation email with details of your order and its status.

You'll be able to track your orders progress through our warehouse and also to your front door providing you have opted for tracked shipping. 

All standard mail is sent standard 1st Class, the number your'e given is a proof of delivery reference not tracking unless you have this service marked 'tracked'. You can check our shipping + delivery rates here. 

If you haven't received these emails please check your junk inbox. 

Monday - Friday: 9:00 - 17:00 GMT excluding bank holiday weekends. 

We do not currently offer a phone service, but you can get in touch via our Contact Us form and one of the team will get back to you.

For any other correspondence please send mail to our registered office address as follows:

PONGO London
27 Old Gloucester Street
London
WC1N 3AX

Important Information

Please note that we do not provide facilities at this address for customers to collect orders or return items. Customers are asked not to attempt to collect an order as this is not a shop front. 

We're only human and sometimes we get it wrong but don't worry, we will get it sorted as quickly as possible. Please get in touch with one of the team at info@pongolondon.cc

All orders are dispatched on working days only. You will receive notification when the socks have been dispatched. Please allow longer for orders placed at weekends or bank holidays. International orders can take longer depending on your local mail service so please be patient times can vary. Please refer to our Shipping + Delivery page for further guidance.

• From time to time we may offer discount or promotional codes which apply to all, or specific products available through our website. 
• You can only use one promotional code per basket.Voucher codes can only be redeemed against in stock items and cannot be used against out of stock items.
• Ensure that the voucher code is still valid. The offer end date will be detailed in the promotion voucher code terms and conditions. 
• Please make sure that the voucher code has been correctly entered into either the 'Gift voucher' or 'Voucher code' box with no spaces at the beginning or end.
• Ensure you have selected the 'Add code' or 'Apply Voucher Code' button to activate the discount. Clicking this button will cause the page to refresh and for the discount to show in the order cost summary.
• We reserve the right to make changes or withdraw a discount or promotional code at any time.

Please note:

• Promotional vouchers cannot be applied retrospectively to orders.
• Promotional vouchers cannot be used to purchase gift vouchers.
• Vouchers cannot be redeemed against postage costs nor do postage costs count towards minimum spend promotions.

We accept all major credit and debt cards. We also accept PayPal, ApplePay & Google Pay to make things easier. If you have any issues please double check the details you are entering and try again. 

Please note that your welcome discount must be applied with your first purchase and cannot be retrospectively applied. This is a unique code for customers to be used at the time of purchase.

Just like cooking we make sure we source the very best ingredients. Our philosophy of continual improvement starts with yarn selection. We ensure that the yarns we use are the very best on the market. 

Our summer socks are made almost exclusively of a polyamide for it's sweat wicking properties and softness. All winter socks are made from a blend of Merino, and in some cases Merino, Cashmere & Silk.

There is no mail delivery to street addresses in the UAE. All mail goes to PO Boxes at various post office locations or to business addresses for delivery to employees.Please make sure you have the correct PO box address and include it on the item you are sending.

Items sent to the EU from England, Scotland and Wales are subject VAT and duties in the EU. The value of goods thresholds are detailed below. 

Items valued at under €150 will remain part of the Low Value Consignment Relief (LVCR) Scheme for items sent to the EU.

The customs authorities in the destination country and the customs thresholds in place determine if charges are due on imported goods. 

Unfortunately we have no control over this part of your orders' journey so to get the best advice you should contact your local customs office.

It is a legal requirement that we declare the full value of the goods (not including shipping charges) on all packages delivered outside the EU, and shipments may be subject to import duties and taxes, which are levied once a shipment reaches your country.

It is a criminal offence to falsify the details on this form. We cannot inaccurately describe the contents, claim a lower value or mark as a gift. Please do not ask us to do any of the above.

Any additional charges or fees for customs clearance must becovered by you. Unfortunately we have no control over these charges and cannot predict what they may be. We are unable to reimburse any costs incurred regardless of the circumstances.

What is a Gift Voucher?

A gift voucher enables you to give a gift when you don’t know what to buy. Gift Vouchers are issued via email using an electronic voucher code which can then be redeemed during Checkout.

How do I order a Gift Voucher?

Simply click the  ‘Add to Basket’ button. Then continue to checkout to complete your order as normal. 

How will I receive a Gift Voucher?

We will email your electronic "Gift Voucher" code. please note that we do not send any physical Gift Vouchers in the post.

How do I give the Gift Voucher to the recipient?

You can simply forward the Gift Voucher code on to them via email or send it in the post. All Vouchers are valid for 24 months from the date of purchase. 

Please note that customers who choice to pay with eCheques will delay order processing by approximately 6 working days as these payments clear.

So you've finally pulled the trigger and discovered the quality of our products. To keep them in tip top condition you'll need to look after them. We've put together a simple guide to help you care for your socks, click here.

We take quality very seriously and hand check each pair of socks before folding and packing them in Italy. In the rare event that you notice something wrong with your socks please get in touch within 24 hours of receiving your items.

All our products are tested extensively in a controlled environment and in the field. We are therefore unable to comment on individual cases of damage caused through washing or use, nor are we able to take responsibility.