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Shipping policy

Shipping & Returns

All Peak Pony orders are carefully prepared and packaged by hand from our studio in Woodcote, Ford, Aylesbury, Buckinghamshire HP17 8XJ.

Shipping

Orders are typically processed within 1–3 working days. During peak periods, processing times may be slightly extended; however, we aim to dispatch all orders as promptly as possible.

UK orders are shipped via a reliable postal service, with delivery generally taking 2–5 working days from dispatch. You will receive a confirmation email once your order has been shipped.

Where international shipping is available, delivery times vary depending on destination and local customs processes. Any customs duties, taxes, or import charges are the responsibility of the customer.

While we make every effort to ensure timely delivery, once dispatched, orders are in the care of the postal provider and delays outside our control may occasionally occur.

Returns & Refunds

We hope you are delighted with your purchase. However, in line with the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods for any reason.

To exercise your right to cancel, you must notify us within 14 days of delivery. Once notified, you have a further 14 days to return the item(s) to us.

Returned items must be unused, in their original condition, and suitable for resale.

Refunds will be processed within 14 days of us receiving the returned goods (or receiving evidence that they have been returned). Refunds will be issued to the original payment method and will include the original standard delivery cost paid (if applicable), in accordance with UK regulations.

Please note:

  • Return postage costs are the responsibility of the customer unless the item is faulty or incorrect.

  • We recommend using a tracked service, as we cannot be responsible for items lost in transit.

If an item is faulty, damaged, or incorrect, please contact us promptly so we can arrange a replacement, repair, or full refund in accordance with your statutory rights under the Consumer Rights Act 2015.

To initiate a return, please email us at support@peakpony.com with your order number and details, and we will provide further instructions.