ORDER FAQ'S

  • An item is missing from my order!

    Happens when you have an item in your cart which is out of stock. We will reach out to you in your contact email about this before shipping the order. If you can find another item that goes with previous order - we are happy to include it & ship out the order.
  • Can I cancel or change my order?

    Once the order is shipped, we can not do anything. You have to return the item back to us for a refund. Consider ordering the correct item right away to not miss out as things sold out fast. If you contact in time before shipping we can help you cancel or change certain items in your order. All o...
  • Can I exchange my order?

    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.
  • Do I have to pay sales tax?

    We do not charge any taxes for all international orders. Orders within Australia include taxes. For international orders you might get import tax & duty charges in your county - please check the info in our Duties & Taxes (https://www.herpony.com/pages/duties-and-taxes) page to understand...
  • Do I need to create an account to place an order?

    User accounts are optional - having an account saves your order details & information in one place which is useful for your next order with us.
  • How can I check the status of my order?

    Track shipping status using the tracking link sent to you in the shipping confirmation email.
  • How can I pay for my order?

    You can use Credit Cards, Paypal, Apple Pay. We also have AfterPay (https://www.afterpay.com/how-it-works)(AU) along with Zip Pay (https://zip.co/how-zip-works)(AU),  LayBuy (https://www.laybuy.com/nz/how-it-works)(AU, NZ, UK) & Sezzle( (https://sezzle.com/how-it-works)US, CA) which lets you ...
  • How do I know you’ve received my order?

    Once customers complete the checkout out process, we will send out an order confirmation email with order ID to confirm we received the order.
  • How long will it take me to get my order?

    Depends on which country you are from & what shipping option is chosen. All Australian orders are shipped with Australia Post. Domestic Express (10$) option takes 3-5 days, possibly longer for rural areas. Domestic Regular (8$) option takes 5-9 days, possibly longer for rural areas. All Inter...
  • I have received a faulty/incorrect item.

    Firstly, we would like to deeply apologise for this mix-up! Please contact us right away at contact@herpoy.com.au (mailto:contact@herpoy.com.au) with proof of incorrect item attached in the email. We will sort it out as soon as possible. We can send out the correct item with express post & pa...
  • I placed an order, but haven't seen any movement from Her Pony. What's going on?

    Please check your email including spam folder to see if we send an email about your order already. Order is delayed sometimes due to out of stock items or fraudulent alerts - we will reach out to you at your email to resolve these issues before sending out the order.
  • I placed an order, but never received a confirmation email! Why?

    Please check your email you provided while ordering - make sure you check the spam folder as well. Our systems send out order confirmation within an hour of receiving an order with a successful transaction. You might have entered a wrong or misspelt email while ordering. Log into your Her Pony ac...
  • I’ve entered the wrong address!

    Send us an email immediately from our Contact Us (https://www.herpony.com/pages/contact-us) page with your correct shipping address - your contact email has to match the email your provided while checking out. If we have already shipped the order & the package is returned to us due to an inco...
  • I’ve ordered the wrong size/colour!

    If you contact in time before shipping we can help you change items colour, size etc. in your order. All orders placed before - 9 am Sydney, AUS / 3:00 pm LA, USA - will be shipped that day. Other orders are left to be shipped next day. Once the order is shipped, we can not do anything. You have ...
  • My order has not arrived yet! Why?

    You can track your order with the tracking number we provided in the shipping confirmation email. If your order doesn't arrive in estimated time or delay is unexpected please get in touch with us using our Contact Page (https://www.herpony.com/pages/contact-us) or emailing at contact@herpony.com....
  • Oops! I was so excited to place my order that I forgot to use my discount code.

    Unfortunately, we cannot make any changes to order amount we already received. Keep an eye on our socials & emails for occasional discount codes & promotion.
  • What do I do if my order arrived damaged?

    Please contact us right away with proof of damage/fault (photos) at contact@herpony.com.au (mailto:contact@herpony.com.au). 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 f...
  • Where is my order?

    Once we ship the order out you will get an email with tracking link to track the order. We only fulfill orders between Monday-Friday. Orders are delayed sometimes due to fraudulent alerts & extra verification - we will reach out to you during this process.
  • Why was my order cancelled?

    Order is most commonly cancelled due to fraud alerts - if our system alerts your order as fraudulent we will try to do an additional verification with an email, if that is not successful we will cancel the order. Please make sure billing address stated on the order match with what the credit card...