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Terms & Conditions

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We, at luvponies, are dedicated to providing our customers with an excellent service. We appreciate any feedback about our products or any aspects of our service, so please email us your comments to: info@luvponies.com

1. Making A Purchase

We accept payment by MasterCard, Visa, Paypal and cheques. You can order:

  • On-line. Just follow the step by step process. You will be sent an email confirming that the order has been accepted (if you don’t receive one it is either in your junk folder, or you have supplied an incorrect email address). Should you have any concerns, please contact us on  020 8364 0350, you should be able to reach us at most reasonable hours. You will also have the option to leave a message and we will endeavour to call you back within the hour.  
  • By telephone: You can telephone us on 020 8364 0350. If, for any reason, we cannot take your call please leave your name and a contact number on our answerphone and we will return your call as soon as possible. 
  • By post: You can send your order by post. Simply print off the order form at the final stage and send it to us with either your credit card details or a cheque, made payable to Luvponies.com Limited. Please ensure that a daytime contact number is included and kindly write your cheque card number on the reverse of the cheque, to speed up processing.
    Post it to: 
    Luvponies.com Limited,
    The Paddocks,
    63 Vera Avenue,
    Grange Park, London N21 1RJ 

2. Postage and Packaging

We can deliver your purchase worldwide. If your country does not appear as a choice of delivery option, this means that we will have to provide a courier quote prior to dispatch. Postage and Packing charges are clearly stated for your information via the ‘Delivery Information’ link, located at the bottom of each page.

3. Delivery

Orders are usually despatched within 2 working days (excluding all personalised products). At peak times, especially Christmas, this could be slightly longer – please call or email for up-to-date information. 
 Express delivery is available in most cases (excluding personalised products)and can be selected as a postage option when making a purchase. To place an Express Delivery, the order must be received by 1pm.   Express Delivery is not available in the Highlands of Scotland, Islands and Northern Ireland at our standard rate of £8.50. A faster service can be provided, at an additional cost, to these locations – please call us for a price.  Postage costs will be determined by the area they are being sent to. In some instances a signature may be required.

If an item is not in stock we will advise you, within 24 hours, as to when we expect delivery and send it to you as soon as we can. If there is a further delay, we will notify you in writing (by email) and ask you whether you would still like the item(s) to be sent to you. We will only charge you postage once, per order, even if we send you more than one delivery. Goods are offered subject to being unsold. In the event of non-availability of goods, we reserve the right to rescind the contract. 

4. Privacy Policy

Privacy and cookies policy

1.       Introduction

1.1    We are committed to safeguarding the privacy of our website visitors and customers; in this policy we explain how we will handle your personal data.

1.2    By using our website and agreeing to this policy, you consent to our use of cookies in accordance with the terms of this policy.

1.3    Our website incorporates privacy controls which affect how we will process your personal data. By using the privacy controls, you can specify whether you would like to receive direct marketing communications and limit the publication of your information. You can access the privacy controls via https://luvponies.com/payment.aspx.

2.      How we use your personal data

2.1    In this Section 2 we have set out:

(a)    the general categories of personal data that we may process;

(b)    in the case of personal data that we did not obtain directly from you, the source and      specific categories of that data;

(c)    the purposes for which we may process personal data; and

(d)    the legal bases of the processing.

2.2    We may process data about your use of our website and services (“usage data“). The usage data may include your IP address, geographical location, browser type and version, operating system, referral source, length of visit, page views and website navigation paths, as well as information about the timing, frequency and pattern of your service use. The source of the usage data is our analytics tracking system. This usage data may be processed for the purposes of analysing the use of the website and services. The legal basis for this processing is consent.

2.3    We may process your account data (“account data“). The account data may include your name and email address. The source of the account data is you or your employer. The account data may be processed for the purposes of operating our website, providing our services, ensuring the security of our website and services, maintaining back-ups of our databases and communicating with you. The legal basis for this processing is consent.

2.4    We may process information that you post for publication on our website or through our services (“publication data“). The publication data may be processed for the purposes of enabling such publication and administering our website and services. The legal basis for this processing is consent.

2.5    We may process information contained in any enquiry you submit to us regarding products and/or services (“enquiry data“). The enquiry data may be processed for the purposes of offering, marketing and selling relevant products and/or services to you. The legal basis for this processing is consent.

2.6    We may process information relating to transactions, including purchases of goods and services, that you enter into with us and/or through our website (“transaction data“). The transaction data may include your contact details, your card details and the transaction details. The transaction data may be processed for the purpose of supplying the purchased goods and services and keeping proper records of those transactions. The legal basis for this processing is the performance of a contract between you and us and/or taking steps, at your request, to enter into such a contract and our legitimate interests, namely our interest in the proper administration of our website and business.

2.7    We may process information that you provide to us for the purpose of subscribing to our email notifications and/or newsletters (“notification data“). The notification data may be processed for the purposes of sending you the relevant notifications and/or newsletters. The legal basis for this processing is consent.

2.8    We may process information contained in or relating to any communication that you send to us (“correspondence data“). The correspondence data may include the communication content and metadata associated with the communication. Our website will generate the metadata associated with communications made using the website contact forms. The correspondence data may be processed for the purposes of communicating with you and record-keeping. The legal basis for this processing is our legitimate interests, namely the proper administration of our website and business and communications with users.

2.9    We may process any of your personal data identified in the other provisions of this policy where necessary for the establishment, exercise or defence of legal claims, whether in court proceedings or in an administrative or out-of-court procedure. The legal basis for this processing is our legitimate interests, namely the protection and assertion of our legal rights, your legal rights and the legal rights of others. 

5. Returns Policy

We hope you are delighted with your purchase, however, if for any reason you are not entirely satisfied, we will be happy to give you an exchange or refund unless, of course, your item is personalised. Please return your purchase within 14 days of delivery in its original condition. Please do not return any item before either telephoning or emailing us and receiving a response. The postage and packaging charge is not refundable. The parcel is your responsibility until it reaches us, so we strongly recommend that you send it by recorded post, or get proof of postage, in a padded envelope or similar. We are not responsible for any consequential loss or expenses, howsoever caused.  

6. General Information

Our prices are valid until January 2021. Every care has been taken to describe and portray items accurately; however, slight variations may occur. Images shown on our website may have slight colour differences to the actual goods you receive due to the display discrepancies inherent in different computer monitors.

7. Errors and Omissions

We all make mistakes! We believe that our prices are correct but if we have made an error we reserve the right to refuse a sale. If part of these terms is found to be unlawful, it shall not affect the validity of the remainder. Errors and omissions excepted.

8. Online Security

All online purchases with Luvponies.com Ltd are handled by Opayo using the latest security technology to protect our customers. Credit card information is securely encrypted to ensure your transactions with us are private and protected as they travel over the Internet. We accept orders only from web browsers that permit communication through Secure Sockets Layer (SSL) technology – this means you cannot inadvertently place an order through an unsecured connection. Most modern web browsers support this security.Your payment details are held in a securely encrypted format at all times until we process your order. This encryption makes it virtually impossible for unauthorised parties to read any information that you send us. The encryption technique we use is of the highest standard available for e-commerce. So, if you ring to place a second order and tell us we already have your card details – we actually won’t! If we have not been able to answer a question please call us – we love to talk to our customers!