Terms & Conditions

We, at luvponies, are dedicated to providing our customers with an excellent service. We appreciate any feedback about our products or any aspects of our service, so please email us your comments to: info@luvponies.com

1. Making A Purchase

We accept payment by MasterCard, Visa and cheques.  To pay be Maestro and Paypal please call or email us.  You can order:

  • On-line. Just follow the step by step process. You will be sent an email confirming that the order has been accepted. Should you have any concerns please contact us on  020 8364 0350 you should be able to reach us at most reasonable hours. You will also have the option to leave a message and we will endeavour to call you back within the hour. 
  • By telephone: You can telephone us on  020 8364 0350. If, for any reason, we cannot take your call please leave your name and a contact number on our answerphone and we will return your call as soon as possible.
  • By post: You can send your order by post. Simply print off the order form at the final stage and send it to us with either your credit card details or a cheque, made payable to Luvponies.com Limited. Please ensure that a daytime contact number is included and kindly write your cheque card number on the reverse of the cheque, to speed up processing.
    Post it to: 
    Luvponies.com Limited,
    The Paddocks,
    63 Vera Avenue,
    Grange Park, London N21 1RJ 

2. Postage and Packaging

We can deliver your purchase worldwide. If your country does not appear as a choice of delivery option, this means that we will have to provide a courier quote prior to dispatch. Postage and Packing charges are clearly stated for your information via the ‘Delivery Information’ link, located at the bottom of each page.

3. Delivery

Orders are usually despatched within 2 working days (excluding all personalised products). At peak times, especially Christmas, this could be slightly longer – please call or email for up-to-date information. 
Express delivery is available in most cases (excluding personalised products)and can be selected as a postage option when making a purchase. To place an Express Delivery, the order must be received by 3pm. 
Express Delivery is not available in the Highlands of Scotland, Islands and Northern Ireland at our standard rate of £8.50. A faster service can be provided, at an additional cost, to these locations - please call us for a price.  Postage costs will be determined by the area they are being sent to. In some instances a signature may be required.

If an item is not in stock we will advise you, within 24 hours, as to when we expect delivery and send it to you as soon as we can. If there is a further delay, we will notify you in writing and ask you whether you would still like the item(s) to be sent to you. We will only charge you postage once per order, even if we send you more than one delivery. Goods offered subject to being unsold. In the event of non-availability of goods, we reserve the right to rescind the contract.

4. Privacy Policy

Luvponies.com Ltd treats personal information with the utmost respect. The data entered on your order form may be stored and used for customer care, and to process orders. From time to time we may contact you with information regarding new products, special offers, events, etc. Please let us know if you do not wish to receive such mailings from us by emailing us at remove@luvponies.com. We do not pass your details to third parties.

The contract between You, the buyer, and Us, luvponies.com Ltd, will be governed by the laws of England and any dispute between You and Us will be resolved by the English courts.

5. Returns Policy

We hope you are delighted with your purchase, however, if for any reason you are not entirely satisfied, we will be happy to give you an exchange or refund. Please return your purchase within 14 days of delivery in its original condition. Please do not return any item before either telephoning or emailing us and receiving a response. The postage and packaging charge is not refundable. The parcel is your responsibility until it reaches us, so we strongly recommend that you send it by recorded post in a padded envelope or similar. We are not responsible for any consequential loss or expenses, howsoever caused.
We will make a small charge of £3.00 for exchanges.

6. General Information

Our prices are valid until January 2015. Every care has been taken to describe and portray items accurately; however, slight variations may occur. Images shown on our website may have slight colour differences to the actual goods you receive due to the display discrepancies inherent in different computer monitors.

7. Errors and Omissions

We all make mistakes! We believe that our prices are correct but if we have made an error we reserve the right to refuse a sale. If part of these terms is found to be unlawful, it shall not affect the validity of the remainder. Errors and omissions excepted.

8. Online Security

All online purchases with Luvponies.com Ltd are handled by SagePay using the latest security technology to protect our customers. Credit card information is securely encrypted to ensure your transactions with us are private and protected as they travel over the Internet. We accept orders only from web browsers that permit communication through Secure Sockets Layer (SSL) technology - this means you cannot inadvertently place an order through an unsecured connection. Most modern web browsers support this security.

Your payment details are held in a securely encrypted format at all times until we process your order. This encryption makes it virtually impossible for unauthorised parties to read any information that you send us. The encryption technique we use is of the highest standard available for e-commerce. So if you ring to place a second order and tell us we already have your card details - we actually won't!

9. Our email newsletter

When registering with Luvponies.com and agreeing to our Terms and Conditions you will automatically be subscribed to our email newsletter "Pony Express". To unsubscribe, just log into the website and change your "Contact Details" or email us at info@luvponies.com

If we have not been able to answer a question please call us - we love to talk to our customers!