If you have any doubts, queries or questions about your order, please contact our Customer Service team by writing an email to: firstname.lastname@example.org. Please remember to include the details of your order in the subject of the inquiry.
In addition, you can also contact us using our live chat by clicking the icon that you will find on our website. We are available from Monday to Friday, from 9:30 a.m. to 5:30 p.m. (Spanish peninsular time zone).
DISPUTE RESOLUTION PLATFORM OF THE EUROPEAN UNION
In accordance with current law, we provide you with the link to the EU dispute resolution platform: https://ec.europa.eu/consumers/odr/main/?event=main.home.selfTest
If you're not completely happy with any item you've purchased, you can return it to us within 30 days of your purchase. Returns can only be refunded, we do not offer exchanges. If you'd like a different size, colour or another item, you would need to make another order. The refund will be made via the same method that was used for the initial purchase (card or Paypal).
INSTRUCTIONS FOR MAKING A RETURN
You need to send us the returned garment or garments in a single shipment and in their original condition including the original label on the garment, along with the returns note indicating the details of your order. If you´ve lost the returns note, you can download it here.
To avoid damage to returned garments, the package must be duly wrapped with resistant materials for shipping. Any return not packaged in optimal conditions for shipping may be rejected by Wild Pony. Returns sent in clear plastic bags or any other non-resistant packaging will not be accepted.
You can deliver your return for free at our store in Madrid (C/Fernando VI, 8, 28004 Madrid). Please bear in mind that since you bought the item online, we can't process the refund immediately, i.e. we will collect the garments but the refund will be credited on the corresponding online platforms and not in store.
If you live in mainland Spain or the Balearic Islands you can deliver the return for free at any office or your closest SEUR collection point. To request the return through SEUR, simply click here to access its management platform. If you prefer to make your return via any postal or courier service, but please note that you'll need to cover the postage costs. In both cases, you´ll need to send the returned garments to the address indicated in the Returns Address section.
If you are making a return from anywhere else in the world, you will have to directly manage the return through the courier service you choose and send us the returned garments to the address indicated in the Returns Address. We regret to inform you that we do not offer free returns abroad and therefore you will have to cover the postage costs. In the case that the receipt of the return is subject to aditional fees and taxes, the cost will be subtracted from the total amount of the return.
C/La Granja 19, Polígono Industrial Alcobendas
28108 Madrid (Spain)
RETURNS CONDITIONS FOR ORDERS MADE WITH DISCOUNT COUPONS
If you have used a promotional code on your order and wish to return one or several items from it, Wild Pony reserves the right to charge you the original price of the item or items that you wish to keep if, with the return, the value of your order is under the minimum value of the promotion.
CANCEL OR MODIFY AN ORDER
Unfortunately, we cannot modify an order once it has been sent; this includes changing the size/colour of items, removing or adding items, changing the delivery address or payment method.
You can cancel an order within a period of 60 minutes after making it. To do so, you need to contact our Customer Service team.
Deliveries are made on working days, i.e. from Monday to Friday. If you place your order on a holiday or at the weekend, we will begin to process it the next working day.
*During sales periods, delivery time may significantly increase.
ADDITIONAL CHARGES AND TAXES
All orders made in the Canary Islands, Ceuta and Melilla, Andorra, United Kingdom, Gibraltar, countries outside of the EU and territories of European countries outside Europe, may be subject to additional customs taxes as each zone or country has its own legislation and trade agreements.
As these costs are variable and impossible to predict, Wild Pony accepts no responsibility for additional customs duties charged on products purchased through our online store.
If you have any doubts, you can contact our Customer service team.
We have three payment methods so you can choose the one that suits you best: credit/debit card, PayPal or Bizum.