Can I get an Exchange or Refund?
Her Pony will happily accept full price items for an refund or store credit (excluding shipping charges) **With the exception of beaded and sequin items please read below**
Unfortunately we do not exchange items. If you would like to order another size please place your order on the website right away - this avoids potential disappointment of your size becoming sold out. We will refund your original order as soon as it comes back to us.
AUSTRALIAN ORDERS : Customers wishing to return merchandise must do so within 10 days of receiving the merchandise.The garment must be unworn, and tags must be attached.
INTERNATIONAL ORDERS : Customers wishing to return merchandise must do so within 10 days of receiving the merchandise. It must arrive to us in Australia within a month of the date you received your order. The garment must be unworn, and tags must be attached.
Please send your item to: 2/4 Ti-Tree Place, Byron Bay, NSW, AUSTRALIA 2481
ATTN: Her Pony Returns
Please include a note with the following details
NAME: ORDER # : ORDER DATE: DETAILS OF EXCHANGE/CREDIT
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs non refundable. If you receive a refund, the cost of shipping will be deducted from your refund.
Please note: Our sequin and beaded items are hand-made and therefore very delicate -
Our sequin and beaded items are hand-made one-by-one and therefore very delicate. They need to be treated with love and care each time they are worn and gently spot cleaned. On purchasing one of our beaded or sequinned items you agree to take this into consideration and be mindful of this fact when you are wearing the garment. Avoid any intense movements, rubbing up against anything or coming into contact with any item which may pull or snag the garment and cause the stitching to come undone.We will not refund items which have been damaged after they have been worn however we will offer to fix your item free of charge.Buyer will be responsible for shipping costs to return the item
Can I return Sale items?
All items marked sale cannot be returned for a refund or online credit. If you send a sale item back to us for a return we will not be able to process a refund. No exceptions will be made for sizing, fit, or fabric issues. If you have questions, please contact before placing your order.
All items purchased with a discount code or promotion are classified as SALE items
What if a Final Sale item I ordered arrived damaged?
Please contact us right away. While we pride ourselves on offering quality and beautifully made garments, there is always the rare chance an item may be faulty. If you receive an item that is damaged or faulty, or it becomes faulty after minor wear, then we will cover the cost of postage to return it to us to be either repaired or replaced. It is only if we are unable to offer you either of these that we will refund you in full. We are not required to offer a replacement or refund if an item has been damaged due to obvious misuse, or due to usual wear and tear over an extended period of time. This is in accordance with Consumer Affairs Laws in Australia. We apologise for any inconvenience. Please feel free to contact us with any further questions regarding the return of any faulty product.