At Ponytails and Fairytales, we are parents and consumers just like you, so we will always do our best to understand and assist you in a reasonable manner. Your rights are always protected by Australian Consumer Law, and we are always here to help.
Whilst we can't accept exchanges simply for a change of mind, 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.
To complete your return, we require a receipt or proof of purchase.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7 days.
Please note that merchant transaction fees incurred are non-refundable, and these vary dependent on the payment method (e.g. specifically AfterPay, PayPal, Credit Cards).
Late or missing refunds:
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at Hello@PonytailsAndFairytales.com.au.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
If you need to return your item to us, send us an email at: Hello@PonytailsAndFairytales.com.au and we will reply with the delivery address for you to return the items to.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
You should consider using a trackable shipping service or purchasing shipping insurance for any returns, particularly if you are shipping items over $75. We don’t guarantee that we will receive your returned item, and in accordance with Australia Post policies, the sender is responsible for ensuring the item reaches the addressee. Tracking makes the process a lot smoother for both parties.Thank you for understanding.