Her Pony is an Australian company based in Byron Bay, New South Wales. All of our domestic orders are shipped via Australia Post from our warehouse in Byron Bay. All international orders are shipped via DHL Express, International Standard only available for UK customers. We cannot ship international orders to PO Boxes. Duties & taxes unpaid for international orders, applicable in customs. All orders placed before - 9 am Sydney, AEST / 3:00 pm LA, USA - will be shipped that day. Orders are shipped on business days only (Monday-Friday). Please review our Shipping Policy before ordering with us.
DOMESTIC SHIPPING OPTIONS (AUSTRALIA POST):
I. EXPRESS - AUSPOST (3-5 BUSINESS DAYS) - 10$ AUD
- Expect Your Package Within 3-5 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 Days.
- Possibly Longer for Rural Areas.
INTERNATIONAL SHIPPING OPTIONS (DHL/UK:AUSTRALIA POST):
I. INTERNATIONAL EXPRESS + TRACKING (1-6 BUSINESS DAYS): $25 AUD
- Orders Are Shipped with DHL Express International.
- Expect Your Package Within 2-6 Days.
- New Zealand Orders Will Be Delivered Within 1-2 Days.
- FREE for orders over $350 AUD.
- Duties & Taxes May Apply For Some Countries - More On Duties & Taxes.
- READ IMPORTANT INFO ABOUT TAX & DUTIES ON UK ORDERS - DUTIES & TAXES: UK
II. INTERNATIONAL STANDARD + TRACKING (6-10 BUSINESS DAYS) - UK ONLY: $19 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 UK. No Extra ADVANCE PAYMENT / DISBURSEMENT Fee, Just Applicable Duty & Taxes.
- READ IMPORTANT INFO ABOUT TAX & DUTIES ON UK ORDERS - DUTIES & TAXES: UK
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.
READ IMPORTANT DETAILS ABOUT OUR SHIPPING POLICY, DUTIES & TAXES & SHIPPING FAQ'S.
When sending back your return using the Returns Portal or other return options, please follow the policy below & How to Return to ensure a smooth 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.
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. Items must be returned back to us in original, sellable condition with no marks or make-up stains, and in original packaging.
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.
Items must be returned back to us in original, sellable condition with no marks or make-up stains, and in original packaging.
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).
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.
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.
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.