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?
If this is your first time logging into your Deadly Ponies account after June 24th 2023, you will need to activate your account on our new site by creating an account here. Enter the email from your existing Deadly Ponies account and create a new password to access your account and loyalty dashboard.
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 and how can I join?
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.
Become a Pony Club member by creating an account here.
How does it 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 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. You will also earn points for completing other actions, such as creating an account, or referring a friend. Bonus points may also be offered from time to time.
Spend excludes service and delivery charges, and returns or refunds will be deducted from your points balance once processed. Points are updated overnight and will then be available to view in your account.
Where can I see my loyalty status?
Login to your loyalty account here. On your dashboard homepage, you will be able to view your tier status, points accrued, and rewards history.
How do I use my benefits and rewards?
As rewards become available, you will be notified via email as to the reward on offer, and how to redeem it. Rewards may be codes to use at checkout, or physical gifts which will become visible to you under the "VIP" section of your loyalty dashboard. Rewards may also include early access to events and collections, tailored to your tier.
When will I receive my Pony Club annual gift box?
This benefit is exclusive to our Gold and Black tier Pony Club members. Look out for an email advising when your club box is available. Your Club Box will become visible to you under the "VIP" section of your loyalty dashboard, and can be redeemed at checkout, shipped to you free of charge.
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.
Will 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.
Can historical purchases be added?
Upon creating your Pony Club loyalty account, any year-to-date purchases previously made will be automatically attributed to your account, and will be visible to you when you log in. Points are updated overnight, and may not be visible right away.
Why am I still receiving loyalty communication?
If you have unsubscribed to marketing but are a Pony Club member, you will continue to receive emails regarding your account, and any rewards you available to redeem.