FAQ

  • All prices include VAT.
  • For non-EU orders, our suppliers use IOSS (Import One-Stop Shop) where applicable, so you should not pay extra VAT or duties at delivery.

We offer worldwide free shipping

We use trusted standard and economy carriers. Depending on your location, you can choose home delivery or pickup point/parcel locker if available.

How long will my order take?

  • Orders are processed within 1–3 business days.
  • Latch hook kits (made-to-order designs): allow 7–14 days delivery.
  • Other kits & gifts: usually delivered within 7 days.
  • Delays may occur during weekends, public holidays, or due to customs.

Returns and exchanges

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

To start a return:

  1. Email us at 📧 flatpackpony@gmail.com with your order number.
  2. We’ll confirm eligibility and send instructions.
  3. Return the item unused and in original packaging.

Refunds are processed within 2 business days once we receive your return.

 



If your order has not arrived within 15 business days, or arrives damaged, please contact us at 📧 flatpackpony@gmail.com. We’ll investigate with our shipping partners and offer a refund or replacement if appropriate.