Dear Pony Mad Friend, If you are not happy with a product for any reason we can replace it or refund it. It really is as simple as that!
Best wishes
Emma Haley Managing Director
Here’s how we handle deliveries, returns and exchanges:
Where would you like your order delivered to?
Everyone leads such busy lives today, and it is not always possible for you to remain in one place, all day, to wait for a parcel delivery. We can deliver your parcel to your home, workplace, a neighbour, or any place where someone will be able to sign for its safe receipt, on your behalf. Simply tell us where you would like your parcel delivered to and leave the rest to us and our courier. You will be informed by e-mail when your order has been despatched from our warehouse and is with our courier.
How much will delivery cost?
UK Mainland & Scottish Highlands & Islands Standard Delivery (2-4 working days) - £4.95 Express 24 hours delivery £9.95 (UK Mainland only) (Please note services do not include weekend or bank holiday deliveries)
Northern Ireland , Isle of Man and Scilly Isles Standard Delivery (2-4 working days) - £9.95
Overseas Deliveries: If you would like your products delivering to an overseas address, simply call us on 08456 250 255 or e-mail us at sales@mad4ponies.com for a quote, telling us which products you wish to order. Once you have a quote and are happy then follow the simple steps below:
1. Add your products as normal to the shopping basket. 2. At the checkout choose International for Country at stage 1. At stage 2 it will say 'International (ask for a Quote £0.00). You will not be charged for postage at this stage. 3. Complete your payment as normal, which will be for your goods with no postage charge. 4. When your payment clears we will add the quoted postage charge to your chosen payment card and then dispatch the goods to you.
Please note we will not send goods to Africa or South America. No orders will be accepted unless we have quoted for delivery.
How long will it take to reach me?
We offer a standard 2-4 working day delivery for all UK addresses, for items that are in stock. We try to despatch orders as quickly as possible. If an item is not in stock, we will notify you by e-mail and give you an estimate of when the item should be with you. If you would like your products on an Express Service, please order before 12.00pm and they will be with you in 24 hours. Applies to UK Mainland, Scottish Highlands only. If your goods do not arrive within 24 hours on an express service we will refund you the difference in postage between Express and Standard Services.
Signing for your order on delivery:
All orders must be signed for, we cannot be held responsible for any that are not signed for.
Returns & Exchanges:
Do you need to return or exchange a product(s)? Should you wish to return or exchange a product, please follow these easy steps to ensure a quick and smooth service:
1. You are welcome to return any part of your order to us within 8 days of receiving it for an exchange or refund (less postage).
2. You do not need to contact us to inform us that you are returning a product to us. Simply complete the Returns Note enclosed with your order. Ensure that you parcel is packaged appropriately for return, clearly labelled with your name and address on the back of the package.
3. Goods must be unworn, unused, unsoiled, undamaged and presented in their original packaging with all tags still attached to the product.
4. Goods must not have been personalised at all.
5. Take your parcel to the post office and send it back to us.
Remember we strongly advise that you obtain proof of postage and ask at the post office for a signature to be obtained from us on delivery. We cannot compensate you for failure of delivery.
6. If you are sending a faulty item back to us, please follow the steps above, remembering to enclose a covering note with your full contact details (including a daytime contact telephone number), the problem with the item and whether you wish to receive an exchange or a refund. If we find the item to be faulty we will also refund your return postage costs.
Protecting our team – Hygiene Regulations:
If you are returning an item to us that is faulty and has been used, please remember that to maintain a hygienic environment for our team, we cannot inspect any faulty or returned products unless they are clean and dry.
Would you like to exchange your product for another one/size?
We will be happy to exchange a product for you, please tell us what you require as shown on the returns form.
