- Orders are shipped on business days only (Monday-Friday).
International: prices do not include your local taxes & import duties. We are not responsible for any customs charges incurred in your country. To learn more about local taxes & import duties for international orders - visit our Duties & Taxes page. New Zealand customers will be charged a 15% GST on items purchased, all orders totalling over NZ$1,000 may incur customs fees. All orders under $800 USD in US free from all custom duty & taxes.
- Orders will only be considered for shipping once the transaction is completed. Some orders might be delayed due to out of stock items or fraudulent alerts. We will reach out to customers before sending out those orders.
- Her Pony has an extra verification system in place to protect against potential fraud. We might request you to submit additional information before processing your order to confirm the order is not fraudulent. We will take all necessary measure against all fraudulent orders.
- All orders placed before - 9 am Sydney, AUS / 3:00 pm LA, USA - will be shipped that day.
We are not responsible for any delays due to public holidays or postal errors. Please note during busy periods (promotional sales, public holidays & Christmas periods) we cannot guarantee same day dispatch.
- We cannot ship international orders to P.O. boxes.
- Orders cannot be canceled once items are already shipped.
- If a package is returned to us due to being unclaimed or incorrect address due to customer error - the buyer will be responsible to pay for the additional shipping costs to re-send the order.
- We will not be accountable for delivery times due to error from the postal service. If you have not received your package within 10 business days please contact us using the Contact Us page in the site or email at "email@example.com"
- Lost Orders Due to Postal Error (Rare Case): Her Pony is not responsible for lost packages at the fault of Australia Post or DHL. We will do everything we can to help you find your lost package & will also file for compensation on your behalf (DHL only) however we are unable to refund your order. In these rare circumstances will offer you a 50% credit note to the value of your order once the package has been deemed as 'lost' by the courier.