Shipping policy

Our current delivery options, prices and delivery times are shown on our Shipping & Returns page and at checkout. This policy sets out the terms that apply to every order.

Despatch

Orders placed before 2pm (UK time), Monday to Friday, are despatched the same day. Orders placed after 2pm on a Friday, or at the weekend, are despatched on Monday. We don't despatch on UK bank holidays. Next working day delivery doesn't include weekends, so orders placed after 2pm on a Thursday will be delivered on Monday unless Saturday delivery is chosen.

Changing or cancelling an order

We start packing and creating shipping labels as soon as an order comes in, so in-stock orders usually can't be changed once placed. If an order has been packed but not yet despatched, we may be able to change it. Once despatched, the delivery must be accepted and returned under our returns policy. Pre-orders can be changed free of charge at any time before the stock arrives.

International duties and taxes

Where duties and import taxes can't be collected at checkout, the buyer is responsible for paying them on delivery. These charges are set by the destination country and are outside our control. If an order is refused, or returned to us because import charges weren't paid, we'll charge the return shipping fee and a second outward shipping fee to send it again. If a refund is preferred, we'll refund the cost of the products minus the return shipping fee charged to us. The original shipping cost isn't refundable.

Damaged deliveries

If an order arrives damaged, please contact us within 48 hours of delivery. We'll ask for photos. We can't accept claims made after 48 hours.

Late or lost parcels

If a parcel is late or may have been lost, please contact the courier and contact us within 7 days of despatch. Ponyo Horsewear can't be held responsible for delays caused by the courier.

Pre-orders

By buying a pre-order product, you agree to a longer wait than for in-stock items, usually 1 to 12 weeks depending on when you order. We'll always give our best estimate of when stock will arrive, but delivery times can change because of production or shipping delays outside our control. You can ask for a refund on a pre-order at any time.