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FlatpackPony - Shipping Policy
Last updated: September 30th, 2025

Welcome to FlatpackPony (flatpackpony.com). We are a Belgium-based online store offering worldwide delivery. Our products are fulfilled by trusted global suppliers using reliable logistics channels.

1. Shipping Area

We currently deliver to Europe, The United Kingdom, Oceania, Canada and North-America.

📦 We do not ship to:

  • P.O. Boxes

2. Delivery Options (Belgium Law Compliant)

In compliance with Belgian e-commerce law, we offer at least two delivery methods, including an eco-friendly option such as:

  • Home delivery

  • Delivery to pickup points or parcel lockers (if available via the selected carrier)

You can choose your preferred method at checkout if available.

3. Processing Times

Orders are processed within 1–2 business days after payment.
Processing may be delayed during weekends or public holidays.

4. Estimated Delivery Times

Many of our latch hook kits are made to order, and often our own designs. Please allow for 7-14 days of delivery. 

Other kits and gifts may deliver faster, with a maximum of 10 days.

🕐 Note: As a small but growing business, occasional delays may occur due to supplier or customs factors. We will always keep you informed.

5. Shipping Costs

  • Free shipping is offered on all orders

6. Shipping Methods

We use standard, economy and express shipping services provided by both us our fulfillment partners. Shipping methods are selected based on item type, destination, and the most reliable carrier available at the time of dispatch.

7. VAT, Customs & IOSS

All prices displayed on flatpackpony.com include VAT.

  • Our suppliers use IOSS (Import One-Stop Shop) where applicable

  • This means:

    • You will not pay additional VAT or customs duties upon delivery

    • Your shipment will clear customs more efficiently

8. Tracking Your Order

Once shipped, you’ll receive a tracking number by email. You can monitor your package:

  • Through Shopify's Shop app

  • And tracking code 

9. Delivery Issues: Lost, Delayed, or Damaged Items

If your order:

  • Has not arrived within 15 business days

  • Is damaged

  • Or appears to be lost in transit

Please contact us immediately at 📧 flatpackpony@gmail.com.
We will investigate with our shipping partner and offer a refund or replacement where appropriate.

10. Returns & Exchanges (Quick Summary)

You have the right to return most items within 14 days under EU consumer law.

📦 For full return instructions and eligibility, visit our Returns Policy Page.

11. Customer Support

For any shipping-related questions or updates, please contact us at:

📧 flatpackpony@gmail.com
🌐 flatpackpony.com