Everything you need to know about getting your Ponyo goodies to your yard, and what to do if something isn't quite right.
Same day despatch: order before 2pm (UK time), Monday to Friday, and your order leaves us that day. Orders placed after 2pm on Friday go out on Monday. We don't despatch on UK bank holidays.
Christmas returns: anything ordered in November or December can be returned until 31 January.
UK delivery
UK mainland
| Service | Delivery | Price |
|---|---|---|
| Economy, tracked | 1 to 2 working days | £3.95 |
| Premium next working day, tracked | Next working day | £5.95 |
| Premium next working day before 12pm | Next working day by midday | £10.95 |
| Premium Saturday delivery | Saturday | £14.95 |
Free UK mainland delivery
| Spend | You get |
|---|---|
| £75 or more | Free economy delivery |
| £200 or more | Free premium next working day |
| £300 or more | Free premium next working day before 12pm |
With premium delivery you'll get a one-hour delivery window on the day, with plenty of options if you're not going to be in. Some parts of the Scottish Highlands and Islands can take a little longer.
Northern Ireland, Isle of Man and Channel Islands
| Destination | Delivery | Price |
|---|---|---|
| Northern Ireland | 2 working days | £9.95, free over £100 |
| Isle of Man | 2 working days | £14.95, free over £100 |
| Channel Islands | 2 working days | £14.95, free over £100 |
International delivery
All international orders travel by express courier (usually DHL), fully tracked and signed for. Shipping is calculated by weight, and you'll see the exact price at checkout before you pay.
| Destination | Typical delivery |
|---|---|
| Republic of Ireland | 2 to 3 working days |
| Europe | 2 to 3 working days |
| USA | 2 to 3 working days |
| Canada | 2 to 3 working days |
| South Africa | 3 working days |
| Australia | 3 to 5 working days |
| New Zealand | 4 to 9 working days |
| Everywhere else | Usually 2 to 4 working days |
Duties and taxes
For most countries, including the USA, Europe, Australia, New Zealand and Canada, any duties and import taxes are calculated and paid at checkout, so there's nothing extra to pay when your parcel arrives. For a small number of destinations we can't collect these up front, and the courier may ask you to pay them on delivery.
If an order is refused or returned because import charges weren't paid, we'll refund the cost of the products minus the return shipping the courier charges us. The original shipping cost isn't refundable.
Can't see your country?
If your country doesn't appear at checkout, please get in touch and we'll let you know if we're able to ship to you. We want as many horses as possible to enjoy Ponyo, although for some destinations the shipping costs can sadly be prohibitive.
Returns: our 60-Day Fit Guarantee
Getting the right size can be tricky, so every order is backed by our 60-Day Fit Guarantee. Try your Ponyo products on your horse and, if they're not right, return them for an exchange or a full refund within 60 days of your order date. Orders placed in November and December can be returned until 31 January.
What can be returned
- Items must be unused and in the condition you received them, so they can go to a new home.
- Please groom your horse thoroughly before trying a rug on. Rugs that come back with hair, dirt or marks can't be refunded.
- Everything must come back in its original packaging with all labels attached.
- No missing parts, tears or signs of wear.
If something comes back in a condition we can't accept, we'll send you photos. You'll be responsible for the cost of sending it back to you and no refund will be made.
Sale and pre-order items
Sale and clearance items are covered by the 60-Day Fit Guarantee too.
Pre-orders are fully covered. Your 60 days start from the day your order ships from our warehouse, not the day you placed the pre-order.
Refunds
Once your return arrives and has been checked, we'll email to let you know whether your refund is approved. Approved refunds are processed within 7 working days to your original payment method. It can take a little longer during very busy periods.
Faulty items
If you think something is faulty, contact us within 7 days of receiving it and we'll ask you for photos. We may also ask you to send it back for inspection. If there's a manufacturing fault, we'll replace or refund it promptly. Normal wear and tear, or damage caused by your horse once the item has been used, isn't covered.
Sparkle Range
Our Sparkle Range is made for special occasions like competitions and photoshoots, rather than everyday use, and is best stored in a protective bag. Please check your Sparkle items as soon as they arrive. If anything is damaged or scuffed, send us photos within 24 hours and we'll arrange an exchange or refund. We can't cover wear and tear after that.
Good to know
Damaged parcels
If your order arrives damaged, contact us within 48 hours of delivery and we'll ask you for photos. After 48 hours we can't accept a claim.
Late or lost parcels
If your parcel seems late, please contact the courier and us within 7 days of despatch so we can chase it together. Courier delays are outside our control, and bank holidays can add an extra working day.
Changing an order
We start packing as soon as your order comes in, so we usually can't change in-stock orders once they're placed. Get in touch as quickly as you can and we'll try. If it has already left us, you'll need to accept the delivery and return it for an exchange. Pre-orders can be changed free of charge any time before the stock arrives.
Pre-orders
Pre-order items are in production or on their way to us. Depending on when you order, they usually take 1 to 12 weeks to reach you, and we'll always give you our best estimate. You can ask for a refund on a pre-order at any time.
Any other questions? Get in touch and the team will help.