Returns, Exchanges & Refunds

RETURN YOUR ORDER HERE

 

Note: We do not accept returns on sale items.

Return requests must be made within 7 business days of receiving your order.
Australian returns must be received by our warehouse within 14 business days.
International returns must be received by our warehouse within 30 business days.

Return postage costs are the responsibility of the customer.

Exchanges

Due to our limited-edition production and small stock quantities, we are unable to process automatic size exchanges through the website.

If you would like to exchange your item for a different size, please email us with your order number and requested size.

We will do our best to reserve the new size for you while your original item is returned to us.

Once your return has been received and approved, we will issue a credit note immediately so you can secure the replacement item.

Please note:

  • Items must be returned in original condition, unworn and with all tags attached

  • Return shipping costs are the responsibility of the customer

  • We recommend using a tracked service, as we cannot be responsible for items lost in transit

Because our pieces are produced in small runs, exchanges are subject to availability. Contacting us promptly gives you the best chance of securing your preferred size.

Once Your Return Has Been Received

We will refund your original order within 2–5 business days of receiving it back to our warehouse.

You will receive confirmation once your refund has been processed. Please allow 2–6 business days for the transaction to appear in your bank or credit card account.

Delayed Returns

If a return arrives after the permitted return timeframe, the customer will be eligible for a credit note only.

If it arrives more than 30 days late, the order will no longer qualify for a return and will be shipped back at the customer’s expense.

If there is a proven shipping delay caused by a courier service, we will allow an extended return period of:

  • 14 business days (domestic orders)

  • 30 business days (international orders)

Return to Sender & Abandoned Packages

If a package is returned to us due to an incorrectly entered address (customer error) or because it was not collected from the post office within the required timeframe, the customer will be responsible for the shipping cost to resend the order.

Once the parcel has been received back at our warehouse, customers may choose to either:

  • Have the order resent (additional shipping charges will apply), or

  • Receive a refund for the items only.

Please note that original shipping costs are non-refundable, as the delivery service has already been carried out.

If a package is abandoned, refused, or disposed of by the carrier or destination country due to an unresponsive consignee, we may be unable to issue a refund or credit note.

If a package is delayed due to courier issues and the customer no longer wishes to keep the order, the standard return policy will apply once the item has been received. Returns outside the allocated timeframe will not be accepted.

We recommend monitoring your tracking information closely and contacting your local postal service if a delivery attempt has been made.

Incorrect Items

In the rare event that you receive an incorrect item, please contact us immediately at contact@herpony.com.au with photos showing the error.

We will send the correct item via express shipping and cover the return postage.

Damaged or Faulty Items (Including Sale Items)

If your item arrives damaged or faulty, please contact us immediately with photos at contact@herpony.com.au.

If an item is faulty upon arrival or becomes faulty after minimal wear, we will cover return postage for repair or replacement.

If we are unable to repair or replace the item, a full refund will be issued.

Refunds or replacements cannot be offered if damage is due to misuse, accidental damage, or general wear and tear over time, in accordance with Australian Consumer Law.

Damage reported more than 2 months from purchase will not qualify for replacement or refund.

Sequinned & Beaded Items

Our sequinned and beaded pieces are handmade one-by-one and are extremely delicate.

These garments should be worn with care and gently spot cleaned only.

By purchasing a beaded or sequinned item, you acknowledge that:

  • Delicate handling is required

  • Snagging, rubbing, or intense movement may damage the garment

  • Loose beads or sequins can occur with wear

Her Pony cannot accept returns or provide refunds for sequined or beaded items that have been damaged after being worn.

If you can’t find the answer you’re looking for, please check our Return FAQs and Refund FAQs, or contact our Customer Care team at contact@herpony.com.au