We’re here to help! If you can’t find the answers you’re looking for please get in contact with our Customer Care team by emailing email@example.com.
REST OF THE WORLD
Our orders are shipped from our Sydney warehouse on business days only (Monday-Friday). All orders placed will be shipped within 48 hours. We can't ship to PO Boxes for International orders. We use a third-party logistics company to pack and ship our orders, and while they’re excellent at getting your packages swiftly in the post, from time to time there may be unforeseen delays. We appreciate your understanding that this is out of our hands.
Your tracking number will be emailed to you in a receipt once your order has been sent on its way. If you have not received your shipment or tracking confirmation, please check your junk folder as we have most likely tried to contact you regarding your order. Orders can be delayed sometimes due to fraudulent alerts & extra verification – we will reach out to you in this instance to verify your order is genuine.
From time to time during busy periods (promotional sales, public holidays and Christmas periods), we cannot guarantee same day dispatch, but rest assured we’re working hard to send your order on its way. Her Pony is not responsible for any delays due to public holidays or postal service errors. If for some reason you have not received your package within 10 business days please get in touch with our Customer Care team using the Contact Us page or email firstname.lastname@example.org.
Unfortunately we are unable to offer pick-up of purchases or viewing prior to purchasing.
If a package is returned to us due to being unclaimed or an incorrect address due to customer error, the buyer will be responsible to pay for the additional shipping costs to resend the order.
Her Pony has an extra verification system in place to protect against potential fraud. We might request you to submit additional information before we process your order to confirm the order is not fraudulent. We take all necessary measures against all fraudulent orders.
On the rare occasion that your order is lost, we will do everything we can to help you find your lost package and will also file for compensation on your behalf (DHL only), however we are unable to refund your order. In these unfortunate circumstances we will offer you a 50% credit note to the value of your order once the package has been deemed as 'lost' by the courier.
CUSTOMS DUTIES AND TAXES
Any potential duties, taxes or other custom fees are dependent on which country you are shipping to and not the responsibility of Her Pony. Please check with your local customs about any charges your package may incur on arrivals. More of that here: Duties & Taxes.
All orders under US$800 for US & under NZ$1,000 for New Zealand are free from all custom duty & taxes. Read important info about tax & duties on UK orders here: Duties & Taxes: UK.