FAQ

How much is shipping within Portugal?

Shipping within Portugal is calculated at checkout based on the size and weight of your order.

Orders are carefully packed and sent from Portugal using a tracked delivery service. You’ll receive tracking information once your order has been dispatched.

How long does delivery take?

Orders are usually dispatched within 2–4 business days. Once dispatched, delivery within mainland Portugal generally takes 1–3 business days.

Please note that each piece is handmade and packed individually, so there may occasionally be a little extra time needed to prepare your order.

Do you ship to the Portuguese islands?

Yes. We ship to Madeira and the Azores. Delivery times and shipping costs may differ from mainland Portugal and will be calculated at checkout.

What is your returns policy?

Each Pony Up piece is handmade, individually carved and unique. Because of this, we ask that you choose carefully before placing your order.

If you change your mind about an online purchase, you may return it within 14 days of receiving your order, in accordance with your statutory consumer rights.

To arrange a return, please contact us at [your email address] within 14 days of delivery. The piece must be returned in its original condition and, where possible, in its original packaging.

Return postage is the responsibility of the customer unless the item is faulty, damaged on arrival, or incorrect.

Once the returned piece has been received and inspected, your refund will be processed using the original payment method. Refunds are made in accordance with applicable consumer law.

What if my piece arrives damaged?

Beeswax is a natural and relatively fragile material, and small marks or variations are part of the nature of each piece. However, if your Pony Up arrives damaged in transit, please contact us as soon as possible with photographs of the piece and its packaging.

We will assess the damage and work with you to resolve the issue.

Can I return a piece that has been burned?

No. Items that have been intentionally burned, melted, modified or otherwise used in a way that alters their condition cannot be returned.

Pony Up pieces are made as sculptural objects, and while they are made from beeswax, ideally they are better off not burned.

Do you take commissions?

Yes. Pony Up accepts a limited number of commissions, that are in a similar vein to current collections.

If you have an idea for a figure, character, person or object you'd like made in beeswax, get in touch and tell us what you have in mind. You can include photographs, drawings, references or simply a description — sometimes the strange ideas are the best ones.

Every commission is hand-carved from 100% beeswax and made individually, so the finished piece will be an interpretation rather than an exact replica.

How much do commissions cost?

Commission prices depend on the size, complexity and amount of carving involved. Once we know what you're looking for, we'll provide a quote before any work begins.

A deposit may be required to secure a commission, with the balance due before the piece is shipped.

How long do commissions take?

Commission times vary depending on the piece and our current workload. We'll agree an estimated timeframe with you before work begins.

Can I request changes?

Because each piece is carved by hand, the process is not the same as ordering a digitally rendered or manufactured product. We'll discuss the idea, references and important details with you before carving begins.

Once carving has started, significant changes may not be possible.

Can I return a commissioned piece?

Commissioned pieces are made specifically for you and are therefore not eligible for returns simply because you have changed your mind, except where required by applicable consumer law.

If your commission arrives damaged or there is a problem with the piece, please contact us and we'll sort it out.