Frequently Asked Questions

SHIPPING

Where are you located?
I live in the Netherlands, a tiny country in Europe!

Do you ship to my country?
If it’s on planet Earth, yep! I ship internationally.

I live in the Netherlands too! Can I come by to pick up my order?
I don't have a brick & mortar shop, so even if you live in the Netherlands, you unfortunately can't come by to pick up your order, but I'd be more than happy to ship it to you!

How quickly do you ship after I’ve ordered?
Orders are shipped within 5 business days. Which means I usually ship orders once a week, on Tuesday.  

How long does it take for a package to arrive to my country?
That really varies. I ship from the Netherlands, and Dutch postal services are not the quickest unfortunately. Generally within Europe and to the US it will take up to 5 weeks, outside of that (Australia, South-America etc) will take up to 6 weeks. Tracked shipments usually arrive a bit quicker. You can find the shipment upgrade for tracked shipping at the shop check out. 

How do I track my order?

Orders are shipped without tracking unless you upgrade your shipping at the shop check out. When you've requested tracked shipping you'll get an e-mail with all the information you need to locate your order. If you don't upgrade your shipping, your order will not be traceable.

How much does shipping cost?
There's a shipping calculator on the shopping cart page. When you've added items to your cart it will tell you how much shipping for you will cost! Combined shipping is done automatically, based on the weight of the items.

My order hasn’t arrived! What do I do?
It has been over five or six weeks, and you still haven’t received anything? Don’t worry, just email me at hello@ponypeople.nl and we’ll figure it out.

I entered the wrong address while ordering, what do I do?
Just shoot me an email asap at hello@ponypeople.nl. Please do this as soon as you can! When your order is shipped it's out of my hands and I can’t change the address anymore.

Do I have to pay customs an additional fee to get the item released to me?
Sometimes you do. It depends on the laws in your country which, unfortunately, I can’t influence.

Can you mark the package as a "gift" on the customs form, so I don't have to pay customs fees?
I won’t, because it’s illegal and jail really doesn’t seem like a fun place to me.

CERAMICS

When will they be restocked?
I restock my ceramics once a month, usually on or around the 28th. Just subscribe to my newsletter by entering your email address at the bottom of this page to be notified when the planters are restocked. It’s also always good to keep track of my instagram or facebook for exact release dates & times as well, turn on notifications to make sure you don't miss them!

I see you have an update soon! Can you reserve an item for me?
I really wish I could! But I don’t think it’s fair to other people, so I won't. It really is first come first serve :)

I missed them again! Can I pre-order one or get on a waiting list?

Unfortunately not, the demand is so high that I just could never keep up with waiting lists or pre-orders. Sorry!

Can you make one that looks like my cat?
I wish I had the time, but right now I don’t do custom ceramics.

Can you make an exception for me? My friend/mom/someone is having her birthday/is sick/has reasons.

No! I'm sorry! I try to keep things as fair as possible and that means no exceptions :( 

I placed an item in my cart and tried to buy it, but then it said the item was sold out.
The service that I use for my website unfortunately does not hold items that are sitting in carts. I really wish I could change this, but I can't. The item is only yours once the full transaction has been completed, so be quick! Setting up PayPal One Touch may help to check out faster.

Why was my order cancelled?
Are you using iDeal? Due to high traffic during the sale of planters, the third party client that processes iDeal payments sometimes sells items that are already sold. This means I have to cancel your order, so please use PayPal if you can. If you were not using iDeal, shoot me an email and I'll check for you.

How much is shipping for planters?
Shipping on planters is a little different than our other products, because of their weight and size of the parcels. Planter shipping in the Netherlands is a flat €7.00 with tracking, the rest of Europe is either €8.00 without tracking or €14 with tracking. Outside of Europe this is €15 without tracking or €25.30 with tracking. This all depends on the amount of items on your parcel so it might differ. If you need more info on shipping or shipping costs on the planters before purchasing, feel free to shoot me an email at hello@ponypeople.nl.

I ordered multiple planters in multiple orders. Can you combine shipping for me?
Of course! Send me 
an email at hello@ponypeople.nl with your order numbers and I'll make sure to combine your order and refund you the shipping overages :)

PRODUCTS & ORDERS

When will [product] be in stock again?
I don't know! It's always easiest to keep track of my Instagram and Facebook for new products & re-stocking info. I also send out newsletters regularly, so you can subscribe to those to keep up to date. 

What payment methods do you accept?
Right now you can pay through PayPal, iDEAL and via creditcard. For other payment methods you can check my Etsy account.

How do you make your enamel pins & patches / where do you get them made?
I don’t make them myself. I design them, and have a third party make them for me. Unless you're a close friend, I don't really like to share who my suppliers are. Are you trying to start your own business? Just find some suppliers, ask them for samples & pick a manufacturer that fits your specific needs best! That's what I did! :)
 

WHOLESALE

Can I get your products to sell in my (web)shop?
We love it when shops stock our stuff! Just hop over to our wholesale section, fill in the application form and I'll get back to you asap! :)

SOCIAL MEDIA & OTHER

Do you take commissions?
You can always shoot me an email to see if we can work something out! I don't do ceramics commissions though.

Can I get your design tattooed?
Yes of course you can! The only thing I ask is that you show me when it's done (preferably by e-mail), credit me in the pictures you share on social media, and/or tag me in pics on Instagram (don’t @mention me, cause I probably won’t see that). 

I have a blog, can you send me free stuff?
Sometimes I run into a blog that I really like, and I may choose to approach them to send them some of my stuff. Otherwise probably not, sorry! :(

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