Welcome to Our Help Site

• I forgot my password, what should I do?
• Is my personal information kept private?

• Got my package but there's a fee from DHL. What's the deal?
• Is there a threshold for tax & duty?

• How can I contact Her Pony?
• How was Her Pony founded?
• Where is Her Pony based?

• Can’t order! I'm having technical issues!
• How do I unsubscribe from your emails and newsletters?
• I'm having trouble viewing my favorites. How can I fix this?

• An item is missing from my order!
• Can I cancel or change my order?
• Can I exchange my order?
• Do I have to pay sales tax?
• Do I need to create an account to place an order?
• How can I check the status of my order?
• How can I pay for my order?

See all articles in ORDER FAQ'S →

• Can I choose my currency I pay in?
• Can I pay using paypal without a paypal account?
• Can I use afterpay/zip/laybuy if I am an international customer?
• Do you have afterpay? Or any other interest free/flexible payments services, how they work?
• Do you process international credit cards?
• How do I make payments using paypal? How does it work?
• My payment won’t process!

See all articles in PAYMENTS FAQ'S →

• An item I want to buy is sold out will you be restocking it?
• Can I post about Her Pony products on social media?
• Do you guys do custom product?
• How do I buy a gift card?
• How do I know what size to choose?
• How often do you restock items?
• I have received a faulty/incorrect item! What to do?

See all articles in PRODUCT FAQ'S →

• Do you refund original shipping cost?
• How long will it take to process my refund?
• How will I receive my refund?
• Refunded amount is less than what I paid for my original order?
• Where is my store credit?
• Will I be refunded the full value of my order?

• Are there any items I can’t return?
• Can I return final sale items? What if it was a gift?
• Do I need to pay for return shipping cost?
• Do you provide return shipping labels?
• Do you refund shipping fees?
• How do I return an item purchased using AfterPay / Zip / LayBuy / Sezzle?
• How do I return my order?

See all articles in RETURNS FAQ'S →

• Can I expedite my shipping?
• Do you process orders on weekends?
• How can I change my shipping address?
• How much does shipping cost in the US?
• I didn’t receive an order or shipping confirmation?
• My order didn’t arrive in time for the event? I want a refund.
• What are your shipping options & charges?

See all articles in SHIPPING FAQ'S →

• How can I track my orders & payment?
• I received an email/text from the courier saying my order was delivered, but I haven’t received it…
• My tracking says my order hasn’t moved?
• Where can I find the tracking information for my order?