Customer Care

Purchasing Information

GIFT CARDS

Deadly Ponies offers electronic gift vouchers from $50. Vouchers purchased from deadlyponies.com are redeemable in a Deadly Ponies store or online at deadlyponies.com. All Deadly Ponies gift vouchers are redeemable for 12 months from the date of purchase, any remaining balance on expiry will not be available for use. All gift vouchers are non refundable and cannot be exchanged for cash. All gift vouchers are redeemable only in the currency they are purchased in and cannot be transfered to an alternate currency.

Any gift voucher purchased in a Deadly Ponies store can only be redeemed in store upon sight of the physical gift voucher.

PRE ORDERS

Deadly Ponies products that are available to pre order are not subject to the exchange and returns policy above, unless deemed faulty at the discretion of Deadly Ponies and in accordance with the New Zealand Consumer Guarantees Act.

If you wish to cancel your pre order prior to dispatch, you may do so, however a 30% deposit will not be refunded by Deadly Ponies and will be held as an administrative fee.

MONOGRAMMING

Personalise your favourite Deadly Ponies item with our luxury monogramming service. Our monogramming service is available on a select number of products. Simply add monogramming at checkout and enter up to three initials and a comment in the delivery notes if you would like punctuations marks or not. Please note, our monogramming service is an additional $80 NZD and takes an additional 15 business days before dispatch. Deadly Ponies products that are available to monogram are not subject to the exchange and returns policy above, unless deemed faulty at the discretion of Deadly Ponies and in accordance with the New Zealand Consumer Guarantees Act.

CUSTOMISATION OR BESPOKE PRODUCTS

Deadly Ponies products that are bespoke or have been customised in any way are not subject to the exchange and returns policy above, unless deemed faulty at the discretion of Deadly Ponies and in accordance with the New Zealand Consumer Guarantees Act.

 

In-store Purchasing

RETURNS

Any item that is purchased in store or over the phone via our Deadly Ponies stores, can be returned for an exchange within 30 days of the original purchase. All items must be in perfect and unused condition, and returned with their original packaging, including any dust bags, gift boxes, swing tags and all corresponding accessories. Proof of purchase must be provided to ensure the item was delivered within the last 30 days.

Exchanges are subject to availability and can only be exchanged for item(s) within the same collection or season as the item originally purchased. Any remaining funds will be credited to your account and will be redeemable for 12 months from the exchange date.

Refunds are not offered for any in store (or over the phone) purchase.

Items that have been monogrammed, customised, or part of a pre order or promotional deal are unable to be returned for an exchange unless deemed faulty in which we will fulfil our obligations under the New Zealand Consumer Guarantees Act.

LAYBY

Deadly Ponies offers laybys in store only. You can layby any product of full price in store. There is a minimum deposit required of 30%. The balance is to be paid within four weeks.  In the case of a cancellation, the 30% deposit will not be refunded by Deadly Ponies and will be held as an administrative fee.

Shipping

Complimentary worldwide shipping for all orders.

New Zealand

Carrier

Approx. Delivery Time

Order Value

Price

Courier Post*

1 - 3 Working Days

Any value

FREE

Urgent Courier

Same day delivery 6-9pm

Any value

NZD $15

 
Australia

Carrier

Approx. Delivery Time

Order Value

Price

DHL

1 - 3 Working Days

Any value

FREE

   
Rest of The World

Carrier

Approx. Delivery Time

Order Value

Price

DHL

3-5 Working Days

Any value

FREE

*carrier may vary.

The approximate delivery time provided are estimates only and exclude any courier delays or processing time.

All shipments are tracked and require a signature upon delivery unless specified otherwise and at the customers liability and risk.

All orders are processed in our Auckland head office as soon as possible within standard business hours and are dispatched within three business days, subject to payment clearance and stock availability. High sales volumes, public holidays and weekends may affect delivery times. We operate usual business hours, Monday to Friday with the exception of NZ Public Holidays. Couriers usually operate between 8am – 6pm on business days.

All shipments are tracked, with all relevant tracking information emailed to the customer via the email address provided upon dispatch.

At this time we are unable to ship to PO Box addresses. Please supply a physical address at checkout where someone will be present to sign for your item between the delivery hours of 9am - 5pm on standard business days. Any item that is redirected or has an incorrect address provided by the customer will incur a delay in the delivery timeframe and may incur an extra charge at the customers cost.

Any products that require monogramming may take an additional 15 business days before dispatch. 

For further information please email shop@deadlyponies.com or see our shipping terms and conditions.

Returns

Free returns within 30 days.

To proceed with a return or an exchange please fill out our form online here and select returns. 

If you would like to return an item or items purchased online from www.deadlyponies.com you may do so within thirty (30) days from the date of delivery.*  All items returned must be in perfect and unused condition, and returned with their original packaging, including any dust bags, gift boxes, swing tags and all corresponding accessories. Proof of purchase must be provided and delivery dates will be checked to ensure the item was delivered within the last 30 days.  It is essential that if you would like to return your purchase that contact is made with the customer service team via the contact form or emailing shop@deadlyponies.com within or prior to the end of the 30 day period. Returning an item is at the customers risk and items lost in transit will not be compensated for.

The Returns & Exchange policy only applies to item(s) purchase from Deadly Ponies. If you wish to return or exchange an item purchased from one of our stockists you will need to organise this directly with them, as per their terms. 

Deadly Ponies Jewellery, distinct items or any item that is bespoke, has been monogrammed, customised, or part of a pre order or promotional deal are unable to be returned unless deemed faulty in which we will fulfil our obligations under the New Zealand Consumer Guarantees Act.

*See our Terms & Conditions defining your right to withdraw.