School Ponytails | Ponytails and Fairytales
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F.A.Q.

My school or club is Fundraising with Bows. How do I shop online?  

Just find your school's logo and shop!

When you "Shop By School", we send 25%* of the revenue back to your school at the end of term. These orders have a shipping charge, and are delivered straight to your address, or can be collected from our Port Kennedy (WA) location.

*You must Check Out via the school/club link, and add something from the school's collection to activate the fundraising code.

We do also arrange a delivery date each term where your order is shipped to school for free; chat to your P&C about the next date for your school!

For schools with a set delivery date: To select this option, just choose "Deliver To My School" as your shipping option - and don't forget your Child's Name, Class ID, and School Name in the Order Notes.

You don't have my school or team's colours available. Can you customise for us?

Yes! We can process one-off custom orders, as well as Stockist's requests for custom colours. Just send us the details of your request!

Are your product sizes accurate?

All of our clips, bows, hair ties, headbands and hairbands are handmade and hand measured, therefore the sizes are approximate and average. 

Please note that some products may contain small parts, and may not be suitable for children under 3 years old and children require supervision when using or wearing our products.

Are there any special care instructions for your products?

All of our hair clips, bows, headbands, and hairbands are manufactured to a high quality standard in our factory. With all things though, they do require some care when wearing. Young children are prone to rough and tumble games, so please take this into account when considering what is a reasonable life for your items.

Our earrings are handmade in Australia from high quality components. It is not advised to wear them whilst in the water, and please keep them in a cool and dry place. 

Please note that some products may contact small parts, and may not be suitable for children under 3 years old and children require supervision when using or wearing our products.

What options do I have for postage?

POST: We use Australia Post for delivery of our items, and offer flat rate shipping. You can choose from Parcel Post ($7.95) or Express Post* ($10.95). These options include tracking**.

Occasionally we can send very small parcels untracked for $3. These are priority posted.

We pack in padded bags or boxes, to ensure your product is delivered in the same way it left our site.

*See Australia Post website for details on the Express Post service in your area. Please note: aerosol products can not travel by air (i.e. interstate express will take longer to arrive).

**Please note that we require an email address to send tracking details to.

FREE COLLECTION: You can always collect from our site in Port Kennedy, Western Australia (select "Collect from Port Kennedy" as your Shipping Method).

FREE DELIVERY TO SCHOOL: Stockist school orders are delivered once per term for free. Get more info for your school.

Fundraising schools are also entitled to a free delivery each term: just arrange dates with School Ponytails, promote your fundraiser, and we'll pack the orders and deliver them to school! Get more info for your school.

For further information, see our Shipping Policy

How quickly will you ship my order?

We endeavour to have your order packed within 24 business hours and on it's way to you! Please note that we are located in Western Australia, and work to business hours in the west. We observe all public holidays in WA.

For further information, see our Shipping Policy.

I can't see where I select my shipping option?!?

1. The first page you see is the CART page (this shows all of your selected products).

2. Once you select to CHECKOUT, you are given the option to choose "quick checkout" options from ApplePay GooglePay and PayPal OR to proceed by the standard checkout process.

3. No matter what option you choose for payment, the shipping options screen will open up next!

I've been told my order is on it's way, but it's not here yet?!

Whilst we do pack all of our orders with urgency, this occurs between Monday and Friday, and it can take us 24 hours to process an order and have it on it's way!

We understand it's annoying when you haven't received your package in the time frame you thought was reasonable, so we will certainly do everything we can to resolve this issue for you.

Please check your emails for a Shipping Confirmation from us (don't forget to check your promotions folder!) - all tracked orders will have a tracking number included in the email. Just get in contact with us if you need assistance. 

For further information, see our Shipping Policy.

I live outside of Australia. Can you post an order to me?

We would love to! Please contact us with your order details and location and we can provide you with a quote!

What is your policy on returns?

Whilst we can't accept exchanges simply for a change of mind due to health regulations, we will always replace any items that are damaged or faulty, or if we've accidentally sent you the wrong item.

Please contact us within 14 days of receiving your items, and ensure that the item is in the same condition that you received it. For full returns details, see the Returns Policy page. As always, your consumer rights are protected by the ACCC, and we uphold these regulations.

For stockists (retail and schools/clubs), we always replace faulty items and will provide information on this when we chat! 

I'm trying to check out with AfterPay, and it's not working!? Help!!

You need to use your EMAIL address to check out with AfterPay, not your phone number. (Other checkout methods may only require a phone number, so choose the option that suits you best).

For us to send you tracking updates from AusPost via email or SMS, we need an email address.

How do I get my school, club, or community group involved with fundraising?

It's really easy, just request some info here.

How do I become a retail stockist?

It's really easy, just contact us here.