Questions & Answers



Please note, we currently do not accept returns or exchanges for EU orders. If your product is faulty, please get in touch with our Support team through the contact form, so we can assist with your issue.

Can I cancel or change my order?

We are committed to getting your order to you as soon as possible. Therefore, after your order is placed, it immediately goes into the fulfilment process, and you are not able to cancel or adjust the order.

Can I change the shipping address once my order has been submitted?

In order to process your order and get it to you as quickly as possible, we are unable to change the shipping address once your order has reached us. Please contact us immediately should you have any further questions.

How do I know when my order ships and how can I track it?

Once your order has been dispatched from our warehouse, you will receive a confirmation e-mail to confirm that it's on its way. You will also receive a text or email including a tracking number so that you can track your order.

What types of payment method do you accept?

We currently accept the following credit cards: Visa, Visa Debit, Visa Electron, MasterCard and Maestro UK. You can also choose to pay via PayPal.

How do I use a discount / voucher code?

Discount codes must be entered on the Basket page before proceeding to checkout in order to add your discount.

To add a discount code, go to My Cart and click on 'Apply Discount Code' in the summary box to the right of your order. Enter the discount code and click Apply Discount. Discount codes are case sensitive and subject to terms and conditions.

What are your Terms & Conditions for using a discount code?

Discount codes must be applied to the order prior to checkout and are not available in conjunction with any other offer unless clearly stated. Discount codes cannot be used against sale items unless clearly stated. Where an expiry date is not stated, the expiry date is 31 days from date of issue.

Brand & Product Collaboration Opportunities?

Please email us via our contact form with your enquiry and we will do our best to get back you.

We always welcome new creative ideas, but please be mindful that our team receive an incredibly high volume of enquiries a day and we are not always able to respond to all of them.

PONY Store Locations?

Unfortunately we do not currently have a current stockist list of retailers however you can always order direct from our website.

If I subscribe to the new PONY newsletter, what will I receive?

If you subscribe to our super newsletter, you will be the first to know about the latest styles and sales promotions available.

Suspected Faulty Goods?

If you suspect a manufacturing defect and purchased your goods from a website or retail store other than this website, please return the suspected faulty item to the retailer you made your purchase from.

If you purchased the item directly from our website, please see our Returns & Exchanges page.

Something not working or incorrect?

If you notice a mistake on the website or find that something is not working correctly, please let us know via our contact form, so we can look into this as soon as possible. Please include as much detail as possible, such as which device (i.e. desktop, mobile) and browser (i.e. Chrome, Safari) you are using, along with screen shots of any error messages. This will help us to resolve the issue more quickly and efficiently.

Need more help?

Still have questions? Contact our Customer Services Team. We aim to respond within 24 to 48 hours.