An important COVID-19 update: We will continue to ship orders as quickly as possible but due to certain limitations our dispatch days are now Mon-Thur only (closed Fri).
Her Pony offers refunds for full-priced items returned within the eligible window under the following conditions:
- Items must be in original, unworn condition with tags attached, no marks, stains, smells.
- Garments with make-up stains or perfume odour will not be eligible for return.
- Items must be returned in original bags/packaging.
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.
Sale items cannot be returned.
Vintage items can be returned for store credit only.
No returns on vintage items under AU$40.
Buyer is responsible for return shipping costs. We strongly recommend tracked shipping.
Once your return has been received:
We will refund your original order within 2 business days of receiving it back to our warehouse. You will receive confirmation when it has been processed, so you know it’s on the way. Please allow 2-6 business days for the transaction to appear in your bank or credit card account.
Unfortunately, we cannot offer exchanges at this point in time. If you would like to order another size we recommend placing your order again and sending the incorrect size back for a refund.
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 by a courier service then we will allow an extended return period of 14 business days (for domestic orders) and 30 business days (for international orders).
Return to sender:
If a package is returned to us due to a wrongly entered address (at fault of the customer) or the customer did not collect their order from the post office in time, then the customer will be liable for the shipping cost to re-send the order. No refunds or credit notes will be issued in this case.
If a package is no longer wanted due to delayed shipping (at fault of the courier), the above return policy applies. No special consideration will be made in this case to accept returns outside of the allocated time-frame.
In the rare circumstance that an incorrect item was received, please contact us right away with proof of incorrect items by attaching photos to email@example.com. We will send the correct item immediately with express post and pay for the return shipping.
Damaged items (including sale items):
In the rare circumstance that an item is received in damaged condition, please contact us right away with proof of damage/fault by attaching photos to firstname.lastname@example.org. If you receive an item that is damaged or faulty or it becomes faulty after minor wear, then we will cover the cost of return postage for it to be either repaired or replaced. It is only if we are unable to offer you either of these options that we will refund you in full. Replacement or refund of an item cannot be offered if the damage is due to obvious misuse or general wear and tear over an extended period of time, as in accordance with Consumer Affairs Laws in Australia. We apologise for any inconvenience.
Sequined and beaded items:
Our sequined and beaded items are handmade one-by-one and therefore kinda 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 sequined items you agree to take this into consideration and be mindful of this condition when wearing the garment. We recommend avoiding 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. Her Pony cannot refund or accept returns on sequin items which have been damaged after they have been obviously worn.
Visit the RETURNS PORTAL here.