If you require further support please visit our help centre to connect with one of support staff
PLACING AN ORDER
How do I redeem a gift voucher, or a discount code?
Once you are at the checkout, you can apply a gift voucher or discount code in the discount window, then select ‘apply’. If the discount amount has not been taken off your total, the code has not applied correctly.
What payment options do you accept?
We accept Visa, Mastercard, AMEX, Afterpay, and Laybuy. When shopping online your payment will be processed securely through Shopify Payments.
I haven’t received my order confirmation email?
Once you have placed your order, you should receive a confirmation email straight away. If you haven’t received an email, please check your spam folder first and then contact email@example.com so we can look into your order.
SHIPPING & DELIVERY
How much do you charge for shipping?
We offer complimentary standard shipping for all orders worldwide. You can find more information on our shipping policy here
How can I track my order?
Your tracking number and a link to the courier service delivering your order can be found in your order confirmation email. Your order confirmation will be emailed to the email address provided by you when you placed the order. Alternatively, you can login to your Deadly Ponies account to access tracking information through the dashboard.
When will my order arrive?
We use a range of delivery providers around the world depending on who we think will get your order to you the fastest. The approximate delivery time provided are estimates only and exclude any courier delays or processing time.
New Zealand & Australia: Express Shipping 1-2 business day
International orders are sent via DHL express and times will vary depending on where in the world you are located.
RETURNS & EXCHANGES
Do you offer returns or exchanges?
Yes, we offer 30 day returns on all items. To read our full Returns Policy click here
What do I do if I received a faulty item?
Please email us at firstname.lastname@example.org with your order number and a photo of the fault, alternatively you can submit a message through our online contact form here, once we receive your request we will be in contact with next steps.
How do I access my Deadly Ponies account?
The first time you log in to deadlyponies.com after July 24th 2023, you will need to activate your account on our new website by clicking Sign Up. Enter the email from your existing Deadly Ponies account to create a new password and access your dashboard & loyalty points.
Is there a difference between my Deadly Ponies account and my Pony Club loyalty account?
No, your Deadly Ponies account and Pony Club loyalty account are connected via your unique email. Once you have created your Deadly Ponies account, you will be able to access your Pony Club account via the online loyalty programme.
How do I unsubscribe from your mailing list?
You can unsubscribe from our mailing list while still maintaining your Deadly Ponies account, simply click the link ‘unsubscribe here’ at the footer of every email to update your preferences.
What is Pony Club?
An exclusive tiered loyalty programme, designed to elevate the Deadly Ponies experience through first access to new collections, events, and club perks. Pony Club members will enjoy exclusive birthday rewards, gift-with-purchase opportunities throughout the year, and tailored anniversary gifts.
How does Deadly Ponies Loyalty work?
Earn points on all Deadly Ponies purchases made online or in-store. You will earn 1 point for every $1 spent on all qualifying purchases.
Earning Deadly Ponies’ loyalty points throughout the year will allow you to move through the programme’s tiers, and you will have access to exclusive benefits and rewards.
How do I join Pony Club?
Become a member of our Pony Club by creating an account here. Join today to start earning points and exclusive rewards.
Where can I see my Loyalty status?
Visit our online loyalty hub here and login to your loyalty account. Here you can see your current tier status
How do I earn points?
Earn 1 point for every $1 spent, points can be earned by making a purchase online or in-store at any of our locations across New Zealand and Australia. You can also earn points for completing other activities such as creating an account or referring a friend. Bonus points offers may be offered from time to time in that circumstance the bonus points offer would apply. Spend excludes service and delivery charges, any returns or refunds will be deducted from your points balance upon the refund or return being processed. Points are updated overnight and will be available to view in your account.
Do my points expire?
Your tier status is reviewed and refreshed 12 months from the date your account is created. Within this 12-month period, you have the opportunity to earn points to remain in the tier for another year, or even move up. You can track your expiry date on your account dashboard and you will be notified 30 days before your points are due to expire
Why am I missing points on my account?
Once you have created your Pony Club loyalty account, any year-to-date purchases previously made will be attributed to your account; you will be able to see your total points when logged in. Points are updated overnight so any purchases, returns, or bonus points will be available to view in your Pony Club account.
How long will I stay in my current tier?
You will remain in your current loyalty tier for 12 months. During this time you can move up a tier based on points earned. After 12 months your account will be reviewed and you may be moved up or down tiers depending on your annual spend.
Why have I moved up a tier?
Every purchase made with Deadly Ponies will go towards qualifying for the next tier. Your points are accumulated over 12 months.
Why has my tier been downgraded?
Your tier for the next 12 months depends on the number of points you have earned by the date of your tier expiry. If you’ve moved down a tier, it is because you haven’t met the qualifying point total within the 12-month period.
What are the Pony Club rewards?
Unlock VIP access to exclusive offers only available to Pony Club members. Enjoy collection releases ahead of the rest, alongside limited-edition capsules, events, and discover keepsakes with first access to archive promotions. Pony Club Gold and Pony Club Black members will also receive annual club boxes, with exclusive offerings that cannot be bought. The higher your tier, the more benefits.
When will I receive my Pony Club annual gift box?
You will receive an email advising when your club box is available, this will be able to be redeemed at checkout and either shipped directly to you or collected from your local Deadly Ponies store
How often will I receive communications about loyalty?
Loyalty emails will be sent to provide our Pony Club members with updates to their accounts and news on rewards or exclusive events. We will ensure our loyalty members only receive the most important and exciting news. You can also manage your preferences via the link at the bottom of our emails.
How do I update my details?
You can update your customer profile by logging into your account here
I have unsubscribed to electronic marketing, why am I still receiving loyalty updates?
If you are a member of The Pony Club then you will continue to receive emails about your account and any rewards you available to redeem.
Who do I contact if I have an enquiry about my account?
Please email email@example.com and one of our team will be able to assist.
I no longer want to be a part of the Deadly Ponies loyalty programme, how do I arrange this?
On the unlikely occasion that you find yourself wanting to be excluded from our DP loyalty, you can opt-out by emailing firstname.lastname@example.org and our support team will assist you through the next steps.