FAQs

ARE PONYFASHION PRODUCTS SOLD AT ANY OTHER RETAILERS?

No. ponyfashion.com is the EXCLUSIVE destination for PONY FASHION customer.

HOW OFTEN DO YOU RESTOCK?

We aim to restock every month, but restock dates vary depending on product availability.

HOW CAN I FIND OUT ABOUT RESTOCKS?

Restock information will always be posted on the website

I PLACED AN ORDER. WHEN WILL MY PACKAGE ARRIVE?

All packages ship via USPS. The processing time for orders is 3-5 business days. After that, delivery time within the United States is 3-6 days, and 10-15 business days internationally. Please keep in mind that during holidays or limited edition launches, this time may vary. Thank you for your patience. 

Please refer to our Shipping Policy.

WHAT METHOD IS USED FOR SHIPPING?

All packages are shipped via USPS or you may ask customer service to change to express service via fedex.

HOW CAN I GET IN TOUCH WITH YOUR CUSTOMER SERVICE TEAM?

For customer service inquiries only, please E-mail customerservice@ponyfashion.com

I EMAILED YOUR CUSTOMER SERVICE TEAM. WHEN SHOULD I EXPECT A RESPONSE?

We aim to respond to all E-mails within 48 hours. Please note that this timeframe may be extended during and immediately after launches.

DO YOU OFFER RETURNS?

Yes. Please refer to our Refund Policy. Please note, ponyfashion reserves the right to refuse all returns.

In the unlikely event that a product arrives not as described, we will send replacements for damaged/missing product within 14 days of receipt of package. Customer must include photos of the issue including the packing slip.

I HAVE NOT RECEIVED MY ORDER CONFIRMATION, WHAT SHOULD I DO?

Order confirmations can sometimes take up to 24 hours to receive due to high demand. If you have not received your order confirmation E-mail after 24 hours, please contact us at customerservice@ponyfashion.com with your inquiry.

DO I NEED TO SET UP AN ACCOUNT TO PLACE AN ORDER?

No, but by setting up an account, you become a Kylie Cosmetics VIP member and have access to order and shipping information. You will also be added to our email list for exclusive updates in the future.

DO YOU EVER DO GIVEAWAYS?

Yes, we run official giveaways on ponyfashion.com,

CAN I CHANGE MY ORDER ONCE I'VE PLACED IT?

Yes, but after your order is shipped out an order is final. please contact us at customerservice@ponyfashion.com if you need to change your order.

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