Shipping policy
Pony & Piece — Shipping Policy
Thank you for shopping with Pony & Piece!
We aim to process and deliver your items as quickly and securely as possible. Below are the terms and conditions that constitute our Shipping Policy.
1. Shipment Processing Time
- All orders are processed within 1 to 2 business days (excluding Sundays and UK bank holidays).
- You will receive an automated notification email with full tracking data as soon as your order has been dispatched from our network.
- If we experience a high volume of orders, shipments may be slightly delayed. If there is a significant delay in the dispatch of your order, we will contact you directly via email.
2. Shipping Rates & Delivery Estimates
We ship across the United Kingdom using secure, fully trackable courier and postal services. Shipping charges for your order will be calculated and displayed clearly at checkout.
| Delivery Option | Estimated Delivery Time | Price |
|---|---|---|
| Standard Tracked Shipping | 3 to 5 business days | FREE |
| Next-Day Tracked Delivery | Next business day | £5.99 |
When will my Next-Day order arrive?
To get your order the very next day, please order before our cut-off times:
- Monday to Friday: Order before 12:00 PM (Noon)
- Saturday: Order before 10:30 AM
What happens if I order late or on a Sunday?
- If you buy after the times above, or anytime on a Sunday, we will pack and ship your order on the next working day.
- We do not ship items on UK Bank Holidays.
3. Shipment Tracking & Delivery Confirmation
Once your order has been handed over to the courier or postal worker, you will receive a shipment confirmation email containing your unique tracking number. The tracking link will become active within 24 hours of dispatch, allowing you to follow your package directly to your door.
4. Incorrect Address & Redelivery
Pony & Piece is not responsible for orders that cannot be delivered due to incorrect or incomplete address information provided by the customer at checkout.
- Please double-check your shipping address carefully before completing your purchase.
- If a package is returned to our secure logistics hub due to an incorrect address, you will be responsible for the additional shipping costs required to re-send the item.
5. Damages and Lost Packages
We take great care in packaging your order securely. However, if your item arrives damaged, or if your tracking information shows "Delivered" but you have not received your package, please contact us immediately:
- Email us at ponyandpiece@gmail.com within 48 hours of the estimated delivery date.
- Please include your order number and clear photographs of the outer packaging and the product.
- We will open an official investigation with the courier service to resolve the issue, arrange a replacement, or issue a refund where appropriate.
6. International Shipping
At this time, Pony & Piece ships strictly to addresses within the United Kingdom. We do not offer international shipping through our online store at present.