Expect your package within 3-5 business days. Rural & remote parts of Australia may possibly take longer. Free for orders over $150 AUD.
II. REGULAR - AUSPOST (5-9 BUSINESS DAYS) - $8 AUD
Expect your package within 5-9 business days. Possibly longer for rural areas.
Orders are shipped with DHL express international. Expect your package within 2-6 business days. All orders under $800 USD for the USA free from all customs duties & taxes. Free shipping on orders over $350 AUD.
Orders are shipped with DHL express international. Expect your package within 1-2 business days. All orders under NZ$1,000 free from all custom duty & taxes. Due to new GST law implemented by the NZ government we are now required by law to collect 15% tax on orders. This is collected by us on behalf of the buyer and is paid to the NZ government. For more info click here, all orders totalling over NZ$1,000 may incur customs fees. Free shipping on orders over $350 AUD.
Orders are shipped with DHL express international. Expect your package within 2-6 business days. Duties & taxes applicable at customs, including a $11.00 or 2.5% of the Duties and Taxes paid processing fee, applied when DHL has acted as broker and advanced the payment of duties and taxes directly to Canada Border Services Agency on your behalf - more on Duties & Taxes. Free shipping on orders over $350 AUD.
Orders are shipped with Australia Post Standard International. Expect your package within 6-10 days. Rural & remote parts may possibly take longer. Available for the UK customers only - cheaper option as tax & duty is higher in the UK. No extra advance payment / disbursement fee, just applicable duty & taxes. More on Duties & Taxes: UK. Free shipping on orders over $350 AUD.
II. INTERNATIONAL EXPRESS + TRACKING (1-6 BUSINESS DAYS): $25 AUD
Orders are shipped with DHL express international. Expect your package within 2-6 business days, rural & remote parts may possibly take longer. Duties & taxes applicable at customs, including a £11.00 or 2.5% of the Duties and Taxes paid processing fee, applied when DHL has acted as broker and advanced the payment of duties and taxes directly to UK Customs on your behalf - more on Duties & Taxes: UK. Free shipping on orders over $350 AUD.
REST OF THE WORLD
Expect Your Package Within 1-6 business days, rural & remote parts may possibly take longer. Duties & Taxes may apply for some countries - More on Duties & Taxes. Free shipping for orders over $350 AUD.
Update (COVID-19): Our shipping days are now Mon-Wed only (closed Thur-Fri).
Orders are shipped on business days only (Monday-Friday). All orders placed before 9am AEST (Australia), 3pm PST (United States) will be shipped that same business day. We cannot ship international orders to P.O. boxes.
Your tracking number will be emailed to you in a receipt once your order has been sent. 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 are delayed sometimes due to fraudulent alerts & extra verification - we will reach out to you during this process.
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 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"
Unfortunately we are unable to offer pick-up of purchases, or viewing prior to purchasing. If you urgently need your order, please email us and we can schedule a pick-up time.
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.
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.
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.
CUSTOMS DUTIES AND TAXES
Please check with your local customs to get an idea of any duties or taxes that may apply. Duties & Taxes may apply for europe & other countries - More on Duties & Taxes. All orders under $800 USD for US & under NZ$1,000 for New Zealand free from all custom duty & taxes. Read important info about tax & duties on UK orders - Duties & Taxes: UK.
POLICY: AUS. 14 BIZ. DAYS / INT. 30 BIZ. DAYS.
When sending back your return using the Returns Portal or other return options, please follow the policy below to ensure a successful return. If you would like to order another size please place your order on the website right away - this avoids the potential disappointment of your size becoming sold out. Your original order will be refunded once it arrives at our warehouse.
If you are eligible for the return after reviewing our Return Policy, please navigate to our Return Portal. Put in your email, order id, reasons for return - you will have the option to choose which items you want to return & your preferred refund option. If you are eligible for return but Return Portal not working - please follow the manual return process below.
The garment must be in original condition, unworn, with tags, no marks, stains, smells or make-up. Garments with make-up stains will not be eligible for a return. Please try on our pieces without make-up on to avoid this from happening. Items must be returned in original bags/packaging.
Australian customers wishing to return merchandise must request a return using our Returns Portal ASAP, request must be submitted within 7 business days of receiving the item. The items you wish to return then must reach us within 14 business days from the date you received your order. We suggest using express shipping option so items get back to us ASAP. The sooner we receive your return back, the sooner you will receive your refund / credit note. Please keep your tracking until you have received your refund.
International customers wishing to return merchandise must request a return using our Returns Portal as soon as possible, request must be submitted within 7 business days of receiving the item. We recommend submitting sending your item back to us within 7 business days of receiving it, this ensures your item will reach us within the 30 business days returns period. Please keep your tracking until you have received your refund.
Please note that ineligible Returns and Return To Sender orders will only be held for 7 business days. If we receive no correspondence within this timeframe your return / order will be cancelled.
Items must be returned back to us in original, sellable condition with no marks or make-up stains, and in original packaging.
Refunds are available for full priced items. Items must be returned to us within the eligible window above & must be unworn in original condition with the original packaging. You will be refunded via the same payment method as your original payment.
Vintage items can only be returned for a store credit. No Returns On Vintage Items Under $40
Choose store credit option if you plan to repurchase, as it can take up to 5-10 business days for the transaction to appear on your bank or credit card statement, and for the funds to be transferred.
- If your return arrives up to a week late you will be eligible for a credit note only.
If your return arrives later than 7 days late - your item will not qualify for a return and will be shipped back at your expense.
- If there is a proven shipping delay by a courier service then we will allow an extended return period of 14 business days (domestic) & 30 business days (international).
RETURN TO SENDER:
- If a package is returned to us because of a wrongly entered address (at fault of the customer) or 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 no-longer wanted due to delayed shipping (at fault of the courier) or no-longer attending an event - the above return policy applies. No special consideration will be made in this case to accept returns outside of the allocated time-frame.
Original shipping charges of the items will not be refunded. Buyer will be responsible for shipping costs to return the item to us. We recommend sending your return back with tracking. We will not be responsible for lost returns. We will process your refund once we have the item back at our warehouse.
SALE ITEMS RETURN:
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. If you have questions, please contact before placing your order.
We apologize for the mixup. Contact us right away with proof of incorrect items by attaching photos to "firstname.lastname@example.org". We will send out the correct item with express post & pay for the return shipping fee of the incorrect items.
DAMAGED ITEMS (INCLUDING SALE):
Please contact us right away with proof of damage/fault (photos) to "email@example.com". 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.
All vintage returns will be refunded via credit note. Items must comply with all returns requirements (please see returns policy above) this includes our returns time frame mentioned above.
SEQUIN + BEADED ITEMS:
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 or accept returns on sequin items which have been damaged after they have been obviously worn.
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 the potential disappointment of your size becoming sold out.
HOW TO EXCHANGE FOR ANOTHER SIZE WITH STORE CREDIT:
If you would like to exchange your item for another size please process your return through the return portal and request a refund with credit note. Send back your items ASAP (we recommend express post) and we will issue your store credit on the day your order comes back to us. You can then use the credit note to re-purchase your new size. This option will allow you to purchase your new size faster as cash refunds may take up to 5-10 business days to appear in your account.
RETURN CONFIRMATION & REFUND:
We will refund your original order as soon as it comes back to us. You will receive a confirmation email once the return is processed. Please note that it can take up to 5-10 business days for the transaction to appear on your bank or credit card statement, and for the funds to be transferred. We process return requests between Monday and Friday.
MANUALLY RETURNING AN ITEM
If Return Portal is not working for you but your eligible for a return - please send us an email about it, we will look into it further. We have a specific window for return request but sometimes due to delayed shipping, you might have some trouble requesting the return even though you are sending the items back within 10 days of receiving. Follow the process below to return item manually.
I. SHIP WITH A NOTE:
Make sure all items are in the box with the invoice if you still have it. If the invoice is not available please include a note with the following details
Name: Your Name
Order ID: Order ID (Ex. #123456)
Order Date: Date You Ordered
Details Of Refund: Preferred Return Option - Store Credit Or Payment Method & Return Reason.
II. SHIPPING ADDRESS:
Go to your local post office, and ship the package to the following address.
Her Pony PTY LTD
10/70 Centennial Circuit
Byron Bay, 2481 NSW, AU
Attn: Her Pony Return.
- Make sure all of the returned items are in the package with your invoice. For the cheapest shipping rate possible make sure your package is packed flat. If you no longer have your invoice please include a note with your name, order number & confirmation number.
- USA Customers try USPS shipping services for the cheapest rates.
You will receive a confirmation email as soon as the item processed. Please allow 2-3 business days once the item is received to process the refund