Shipping policy
Shipping Policy
Last updated: 9 October 2026
Welcome to Ponies & Pups. We are dedicated to providing high-quality, handcrafted BioThane® and premium rope gear for your dogs and horses. Because our products are bespoke and made to order in our East Sussex workshop, our shipping processes reflect the time and care required to create your unique items.
By placing an order at www.poniesandpups.co.uk, you agree to the terms outlined in this Shipping Policy.
1. Where We Ship
We currently ship to:
- The United Kingdom and the Isle of Man
- Europe (outside the EU): Switzerland, Norway, Iceland and Liechtenstein
- Australia and New Zealand
We don’t currently ship to the European Union (including the Republic of Ireland). We’re working on it, so please do get in touch if you’d like us to let you know when we do.
Due to insurance limitations, we do not ship to the USA or Canada.
2. Production & Dispatch Times
Since your gear is made especially for you, there is a lead time before your order is posted.
- Curated Collection Items: usually dispatched within 1 week.
-
Custom Orders:
- 1 week if materials are in stock.
- 2–3 weeks if materials need to be specially ordered.
These times are for making your order. Delivery time is on top (see below).
3. Shipping Methods & Costs
All orders are sent with a tracked Royal Mail service, and you’ll receive a tracking number by email as soon as your order has been dispatched.
UK and Isle of Man: Royal Mail Tracked. Free.
International: Royal Mail International Tracked. The cost depends on the weight of your order and is shown at checkout before you pay:
| Order weight | Switzerland | Norway | Iceland & Liechtenstein | Australia | New Zealand |
|---|---|---|---|---|---|
| Up to 250g | £8.95 | £9.50 | £11.40 | £9.35 | £12.30 |
| Up to 500g | £8.95 | £9.50 | £11.40 | £12.85 | £13.30 |
| Up to 1kg | £10.20 | £11.05 | £13.15 | £16.40 | £17.25 |
| Up to 2kg | £11.55 | £13.05 | £15.45 | £22.10 | £29.05 |
| Up to 3kg | £23.80 | £24.30 | £25.35 | £35.85 | £37.40 |
| Up to 5kg | £36.90 | £37.65 | £39.25 | £46.50 | £52.00 |
Orders over 5kg: please contact us for a quote before ordering.
Royal Mail aims to deliver international parcels within 3–5 working days to Europe and 5–7 working days to Australia and New Zealand after dispatch. Customs checks can occasionally add a few days.
4. Customs, Import Taxes & Duties (International Orders)
Orders sent outside the UK may be charged import taxes, duties or a handling fee by your country when they arrive. These are set by your country’s customs, aren’t included in our prices or shipping costs, and are paid by you to the delivery company.
- On small orders these charges are often nothing at all, but we can’t predict them for certain, so it’s worth checking your country’s rules before you order.
- We are required to declare the full value of your order on the customs form, and we can’t mark orders as gifts.
- If a parcel is refused or not collected and comes back to us, we’ll happily re-send it once the return and new postage costs are covered. Because made-to-order items are made especially for you and can’t be resold, we can’t refund them in this case.
5. Order Tracking & Delivery
Once your order is in the hands of Royal Mail, you can use your tracking number to follow its journey. Please make sure your delivery address is correct at checkout, as we can’t be held responsible for items sent to an incorrect address provided by the customer.
All parcels are carried by Royal Mail and are subject to Royal Mail’s terms and conditions.
6. Delays
While we aim to meet all dispatch timelines, occasionally things out of our control (like postal strikes, supply chain delays or customs checks) might cause a small hold-up. We will always keep you updated if your order is likely to be delayed.
Questions?
If you have any questions about your delivery, feel free to reach out at info@poniesandpups.co.uk.