FAQS

Guaranteed Delivery

All order delivery is guaranteed by PONY-O (one shipment per customer).

Shipping

Average ship time is 10-16 business days for International Orders from Pine Colorado USA, via DHL. For faster ship time, we offer DHL Express (2-8 business days). Due to COVID-19 and the increase in online shopping, it is possible you may experience longer than average delivery times. PONY-O cannot guarantee any specific delivery times and is not responsible for shipping delays. This is only an estimate.

Returns/Refund

We offer a 30-day money back guarantee, effective from date of receiving order, less the shipping cost, no exceptions. Return shipping is the responsibility of the customer. Return shipping labels are not provided. We do not refund the cost of products that are damaged or defaced. We do not accept returns of, or replace PONY-O products not purchased directly from us. Please contact the seller directly.

Customs/Tax

All incoming taxes and import duties are the responsibility of the customer and are separate from the shipping cost. PONY-O Hair Accessories IS NOT liable or responsible for the customs charges and taxes levied by your country.

Taxes may apply for orders over:
Country Value Allowed Free Tax Rate
United Kingdom £0.00 GBP VAT 20% We collect
European Union €0.00 EUR VAT varies We collect
Australia $0.00 AUD GST 10% We collect
Canada $40.00 CAD GST 5%
Austria €22.00 EUR VAT 20%
Belgium €22.00 EUR VAT 21%
Denmark 80.00 kr. DKK VAT 25%
Finland €22.00 EUR VAT 24%
France €22.00 EUR VAT 20%
Germany €22.00 EUR VAT 19%
Greece €22.00 EUR VAT 24%
Hungary €22.00 EUR VAT 27%
Iceland* N/A no VAT
Ireland €22.00 EUR VAT 23%
Italy €22.00 EUR VAT 22%
Latvia €22.00 EUR VAT 21%
Lithunia €22.00 EUR VAT 21%
Luxembourg €22.00 EUR VAT 17%
Malta €22.00 EUR VAT 18%
Netherlands €22.00 EUR VAT 21%
Norway 350.00 kr. NOK VAT 25%
Poland €22.00 EUR VAT 23%
Portugal €22.00 EUR VAT 23%
Spain €22.00 EUR VAT 21%
Sweden €22.00 EUR VAT 25%

Secure Shopping

When placing an order online, your information is transmitted using Secure Sockets Layer (SSL) technology, an approved industry standard that is used by vendors to ensure the security of online business.

Office Hours

Our office hours are Monday through Friday, 9-5 MST. You may contact us at 303-838-6976 or by email support@ponyo.com.

Cancelling an Order

To cancel, please contact us within 30 minutes of placing your order. We will be happy to assist you! Once you receive the confirmation email, it means your order is already being processed and cannot be changed or cancelled by you or our Customer Care team.

Incorrect Address

To avoid an undelivered or returned package, please ensure that the address you've provided is correct. Should a customer provide an incorrect address, there will be a charge for shipping another order.

I haven't received my order

If you have not received your order, please notify us within 30 days of ship date for Domestic orders, and 45 days for International. Delays in contacting us may limit options for locating a package.

Wholesale Information

Please contact us for wholesale information.

Where can I buy PONY-O Products?

The original, high quality PONY-O and other products are available at ponyo.com or one of our Authorized Distributors worldwide.