We’re here to help! If you can’t find the answers you’re looking for please get in contact with our Customer Care team by emailing contact@herpony.com.au.
I. EXPRESS - AUS POST (3-5 BUSINESS DAYS) - $15 AUD
Expect your package within 3-5 business days. Rural & remote parts of Australia may possibly take longer.
II. REGULAR - AUS POST (5-9 BUSINESS DAYS) - $10 AUD
Expect your package within 5-9 business days. Possible longer for rural areas. Free for orders over $150 AUD.
I. PREMIUM DHL EXPRESS (1-2 BUSINESS DAYS) - $30 AUD
Orders are shipped with DHL express international. Expect your package within 1-2 business days. All orders under NZ$1000 are free from all customs duties and taxes. All orders totalling over NZ$1000 may incur custom fees.
II. INTERNATIONAL EXPRESS (3-5 BUSINESS DAYS) - $20 AUD
Expect your package within 3-5 business days. Rural & remote parts of NZ may possibly take longer. All orders under NZ$1000 are free from all customs duties and taxes. All orders totalling over NZ$1000 may incur custom fees.
III. INTERNATIONAL STANDARD (4-7 BUSINESS DAYS) - $15 AUD
Expect your package within 4-7 business days. Rural & remote parts of NZ may possibly take longer. All orders under NZ$1000 are free from all customs duties and taxes. All orders totalling over NZ$1000 may incur custom fees. Free shipping on orders over 250 AUD.
I. PREMIUM DHL EXPRESS (3-5 BUSINESS DAYS) - $40 AUD (27 USD)
Orders are shipped with DHL express international. Expect your package within 3-5 business days. All orders under $800 USD for the USA free from all customs duties & taxes.
II. INTERNATIONAL EXPRESS (4-6 BUSINESS DAYS) - $35 AUD (23 USD)
Expect your package within 4-6 business days. Rural & remote parts of US may possibly take longer. All orders under $800 USD for the USA free from all customs duties & taxes.
III. INTERNATIONAL STANDARD (8-10 BUSINESS DAYS) - $22 AUD (15 USD)
Expect your package within 8-10 business days. Rural & remote parts of US may possibly take longer. All orders under $800 USD for the USA free from all customs duties & taxes. Free shipping on orders over 350 AUD.
I. PREMIUM DHL EXPRESS (3-5 BUSINESS DAYS) - $45 AUD
Orders are shipped with DHL express international. Expect your package within 3-5 business days. Duties & Taxes may apply for some countries - More on Duties & Taxes.
II. INTERNATIONAL EXPRESS (4-7 BUSINESS DAYS) - $40 AUD
Expect your package within 4-7 business days. Rural & remote parts of the country may possibly take longer. Duties & Taxes may apply for some countries - More on Duties & Taxes.
III. INTERNATIONAL STANDARD (8-10 BUSINESS DAYS) - $22 AUD
Expect your package within 8-10 business days. Rural & remote parts of the country may possibly take longer. Duties & Taxes may apply for some countries - More on Duties & Taxes. Free shipping on orders over 350 AUD *selected countries not included.
DISPATCH
Our orders are shipped from our Sydney or Bali warehouse on business days only (Monday-Friday). All orders placed will be shipped within 48 hours. We can't ship to PO Boxes for International orders. We use a third-party logistics company to pack and ship our orders, and while they’re excellent at getting your packages swiftly in the post, from time to time there may be unforeseen delays. We appreciate your understanding that this is out of our hands.
TRACKING
Your tracking number will be emailed to you in a receipt once your order has been sent on its way. 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 can be delayed sometimes due to fraudulent alerts & extra verification – we will reach out to you in this instance to verify your order is genuine.
SHIPPING DELAYS
From time to time during busy periods (promotional sales, public holidays and Christmas periods), we cannot guarantee same day dispatch, but rest assured we’re working hard to send your order on its way. Her Pony is not responsible for any delays due to public holidays or postal service errors. If for some reason you have not received your package within 10 business days please get in touch with our Customer Care team using the Contact Us page or email contact@herpony.com.au.
CUSTOMER PICK-UPS
Unfortunately we are unable to offer pick-up of purchases or viewing prior to purchasing.
INCORRECT ADDRESS
If a package is returned to us due to being unclaimed or an incorrect address due to customer error, the buyer will be responsible to pay for the additional shipping costs to resend the order.
EXTRA VERIFICATION
Her Pony has an extra verification system in place to protect against potential fraud. We might request you to submit additional information before we process your order to confirm the order is not fraudulent. We take all necessary measures against all fraudulent orders.
LOST ORDERS
On the rare occasion that your order is lost, we will do everything we can to help you find your lost package and will also file for compensation on your behalf (DHL only), however we are unable to refund your order. In these unfortunate circumstances we 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
Any potential duties, taxes or other custom fees are dependent on which country you are shipping to and not the responsibility of Her Pony. Please check with your local customs about any charges your package may incur on arrivals. More of that here: Duties & Taxes.
All orders under US$800 for US & under NZ$1,000 for New Zealand are free from all custom duty & taxes. Read important info about tax & duties on UK orders here: Duties & Taxes: UK.