FAQ

Discount code

  • At checkout, look for 'Add discount' button add the bottom of the page: 

Delivery

  • 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.
  • 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. You can choose home delivery or pickup point/parcel locker when available.

Returns & Exchanges

You may 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 after we receive your return.

If your order has not arrived within 15 business days, or arrives damaged, contact flatpackpony@gmail.com. We will investigate and offer a refund or replacement when appropriate.