RETURNS FAQ'S

  • Are there any items I can’t return?

    The garment must be unworn, and tags must be attached to be accepted for return. Sale items are not eligible for a return unless the item is faulty. Our sequin and beaded items are hand-made one-by-one and therefore very delicate - please read our Return Policy (https://www.herpony.com/pages/retu...
  • Can I return final sale items? What if it was a gift?

    Unfortunately, we can not accept returns for sale items unless it’s faulty.
  • Do I need to pay for return shipping cost?

    Yes. Learn more on our Return Policy (https://www.herpony.com/pages/return-policy) page.
  • Do you provide return shipping labels?

    Right now we do not provide the return shipping label. For domestic Australian customer, we suggest using Express Service from Australia Post & DHL Express International for overseas customers.
  • Do you refund shipping fees?

    The original shipping fee will not be refunded. Also, you have to pay for returning items shipping.
  • How do I return an item purchased using AfterPay / Zip / LayBuy / Sezzle?

    Request a return as usual from our Returns Portal (https://www.herpony.com/apps/returns-portal). Return process is available on How to Return (https://www.herpony.com/pages/how-to-return) page. AfterPay (https://www.afterpay.com/how-it-works), Zip Pay, (https://zip.co/how-zip-works) LayBuy (https...
  • How do I return my order?

    Follow instructions on our How to Return (https://www.herpony.com/pages/how-to-return) page to return your item. Comply with the Return Policy (https://www.herpony.com/pages/return-policy) to successfully return your item.
  • How long will my return parcel take to be processed?

    Once return requested - we will follow up with an email if the return is accepted or not. 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 business days for the transaction t...
  • I submitted return in portal but didn't receive a confirmation?

    We will analyze your request & send you a verdict if the return is accepted or not. We process returns only on business days (Monday-Friday).
  • Lost my invoice - can I still get the refund?

    If you no longer have your invoice please include a note with your name, order number & return confirmation number (if the return is processed through return portal).
  • Returns portal not accepting my returns?

    If you are returning your item after 10 business days of receiving, our Return Portal will not accept the return request. You can learn more about it on our Return Policy (https://www.herpony.com/pages/return-policy) page. If you received the item late & eligible for return (returning within ...
  • Sale item 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 sort it out ASAP.
  • What if I need to exchange something for a different size or color?

    We do not have an exchange option available. Please place your new order & send the item for a refund on original items. You can learn about the return process in our How to Return (https://www.herpony.com/pages/how-to-return) page.
  • What if my return is late?

    Returns request are not accepted after 10 days of receiving the item. Australian customers returns need to reach our warehouse within 10 days. International customers need to send it back within 10 days so that it will reach us within 30 days.
  • What is the return address?

    For manually processing a return, sent the item in the following address. Her Pony PTY LTD 10/70 Centennial Circuit Byron Bay, 2481 NSW, AU Attn: Her Pony Return. More info on the process at How to Return (https://www.herpony.com/pages/how-to-return) page. If you request a return from o...
  • What is the return policy on vintage items?

    Vintage items will be refunded with credit notes only. Go to our Return Policy (https://www.herpony.com/pages/return-policy) & How to Return (https://www.herpony.com/pages/how-to-return) page to understand our return policy & process.
  • What is your online return policy?

    Go to our Return Policy (https://www.herpony.com/pages/return-policy) & How to Return (https://www.herpony.com/pages/how-to-return) page to understand our return policy & process before requesting a return in Returns Portal (https://www.herpony.com/apps/returns-portal).