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Shipping & Returns Policy

1. Shipping Destinations

We currently ship exclusively to the following locations:

  • United Kingdom

2. Shipping Timelines

We hand-finish every piece of gear to ensure it meets our high standards for your ponies and pups.

  • At Ponies and Pups, we believe in quality over speed. To ensure every collar, lead, and halter meets our rigorous standards, we operate on a Made-to-Order basis.
  • Production Time: Please allow 1 – 3 weeks for your order to be handcrafted and dispatched.
  • Why the wait? Every item is hand-finished by Sophia specifically for your order. This sustainable approach ensures minimal waste and allows for the highest attention to detail. While we often get orders out sooner, this timeline ensures we never rush the process of creating gear for your four-legged best friends.

3. Delivery Methods

We use tracked services to ensure your gear arrives safely.

  • UK Orders: Sent via Royal Mail Tracked 48.

  • Tracking: You will receive a tracking number via email once your order has been dispatched.

4. Returns: Ready-to-Wear Items

Standard items from "The Collections" can be returned within 14 days of receipt, provided they are in brand-new, unused condition.

  • Restocking Fee: A 15% restocking fee will be deducted from your refund to cover inspection and processing.

  • Condition: Items must be free of hair, dirt, or signs of use.

  • Return Shipping Costs: The customer is responsible for return shipping costs.

5. Returns: Custom Orders (Design Lab)

  • Final Sale: Because these items are made to your specific choice of colour, hardware, and size, they are non-returnable for change of mind.

  • Restocking Fee: If a return is exceptionally authorized, a 30% to 50% restocking fee will apply.

6. Faulty or Incorrect Items

  • Please contact us within 7 days of delivery if your item is defective or incorrect.

  • We will provide a pre-paid return label and a full refund or replacement.

  • No restocking fees apply to faulty or incorrect items.

  • Once inspected, refunds are processed within 5-10 business days.