FAQs

We have a Pony Rider Flagship store at 10 Robertson Road Newport, NSW, 2016. We also are stocked in retailers and boutiques, both online and in store, globally. For a full list of stockists, please visit our stockists page.

We accept Visa, Mastercard, and
Paypal for all customers. We offer Afterpay for Australian residents in our Flagship store and online.

Afterpay is a buy now pay later system that allows you to pay for your order in four interest-free fortnightly instalments. Afterpay is available to our Australian and New Zealand customers. For further information on Afterpay, please visit their website.

Yes, absolutely. Please select the sold out product you wish to purchase, and sign up with your email address to be notified if a return is made, or if we restock this style. You will be notified by email as soon as it is available again.

If you notice something is incorrect on your order after it has been placed, please contact us immediately. We will do our best to change or amend the order, however we unfortunately cannot guarantee this. We are unable to make any changes once your order has been dispatched.

All our products are made from 100% Cotton, Linen or Canvas. Please take care of your product by washing in cold water with gentle cleaning products.

Avoid harsh chemicals because they are subject to fading the product.

Do not tumble dry as this may cause shrinkage and always leave the product to dry in a cool shaded area to avoid fading and sun bleaching.

Where possible avoid hanging your product as this may warp the shape.

All our prints have been heat-sealed but may be subject to bleed on the first wash, so we recommend that you hand wash your first wash.

It is imperative that you follow our care and maintenance instructions for the best longevity of our product.

Yes, we offer free standard shipping for orders over $250. For orders under $250, it is calculated based on weight.

All orders are shipped from our 3PL
in QLD.

When your order is shipped, you will receive an email containing a tracking number to your nominated email address.

Yes, we can deliver to PO Boxes and Parcel Lockers in Australia and New Zealand.

We use Australia Post for all shipments on our Australian website. For further information on shipping, please visit our shipping page.

Please check your tracking information for transit updates, otherwise please contact our customer service team at customerservice@ponyrider.com.au or phone +61 2 8911 3518 Monday to Friday 9am to 5pm.

On the rare occasion an item arrives, and it is faulty please contact our customer service team at customerservice@ponyrider.com.au or phone +61 2 8911 3518 Monday to Friday 9am to 5pm.

We request you mark the RA# on the package and include a self-addressed prepaid satchel for your new items to be returned in. Otherwise, $9.00 shipping fee will be deducted from your refund
amount.

Please refer to our returns page for full details on our returns process.

Sorry, we are unable to accept online returns in our store.

If you have purchased an item in
the Pony Rider Flag Ship store, the return policy will differ from our online return policy. Full price items purchased in store can be returned for a credit note or exchange within 7 days of purchase with a receipt. Returns are not eligible on skincare, fragrance, or jewellery for hygiene reasons. No refunds will be given except under Fair-Trade provisions. Purchases made using a store credit are final sale and are not eligible for return. Please contact the store for further information or refer to your receipt for in store policy details.

Pony Rider has a no return policy on sale or promotional offers. Please choose carefully, as we do not accept returns or refunds on any product that has been on sale or marked down, unless faulty or damaged. For our full returns policy, please visit our returns page

Final sale refers to items that have been marked down to clear. Please choose carefully, as we do not accept returns or refunds on any product that has been on sale or marked down, unless faulty or damaged.

If your order qualifies for a refund, you will be credited back on the original payment method less $9.00 for shipping. Please allow 5 business days once the refund has been issued for this amount to appear in the relevant account. If you made your purchase using an online gift or credit voucher you will be issued a new credit voucher to spend online.

Yes, online credit is accepted in store.

All prices are charged in Australian Dollars (AUD).

From December 2019, a goods and services tax (gst) of 15% will apply to all low value goods under $1000NZD shipping to New Zealand customers. Tax will be calculated and applied at checkout, within the RRP of the item.

New Zealand customs will not impose any further taxes, duty or import entry fees on goods under $1000NZD, unless the total value is over $1000NZD in which New Zealand customs will still collect import entry fees as well as tariff duty, if applicable. To avoid being liable for duties and taxes, we recommend placing multiple orders underneath the threshold.

All prices are charged in Australian Dollars (AUD).

Yes, we do! We have a range of E-Gift Card options available that can be purchased here.

Yes, our e-gift cards are accepted in store.

You will be prompted to enter your discount code at checkout.

No, unfortunately only one discount code can be used each transaction