FAQ:
What currency are your products in?
All of the products on our site are quoted in U.S. dollars.
How do you ship?
We ship from our own design studio in Bangkok, Thailand. Local orders are shipped by the EMS 1 day service. International orders will be shipped by DHL Express which is a 3-5 day service. We offer a flat rate shipping charge per order. Any order over $150 is shipped on the house.
How do I know my size?
All of our garments are in UK sizing. Please refer to the measurements provided on each product page to be sure what size you need. This may mean whipping out the ol measuring tape! Our garments are measured while layed flat on the ground. Any questions? Shoot us an email at info@ponytailjournal.com
Shipping and Returns
Our Return Policy in short
Contact PONYTAIL JOURNAL before returning any items. Local customers can return the product within 30 days of delivery, and International customers can return the product within 10 days of delivery. The product must be in new condition, with undamaged tags. All sales are final on pre-order and sale items. No further price adjustments will be made on sale merchandise. No returns or exchanges are accepted on sale merchandise. International returns and exchanges will incur a customs fee of 30% of the product value. Want to switch to another size of the same product? Want to switch to another product? You can do that, just contact us at info@ponytailjournal.com. If a package is unclaimed you might have to pay a handling fee.
Return Policy
Please contact PONYTAIL JOURNAL before returning any items.
It is appropriate that the consumer controls the delivery to verify that this is accurate and error free. At the complaint, the customer contacts PONYTAIL JOURNAL at info@ponytailjournal.com and gives information relevant and the reason for complaint.
Return Conditions
Local customers can return the product within 30 days of delivery. The product must be in new condition. If the product is ruined, creased, damaged, or used the product shall not be refunded. Make sure to include contact information with the return and, please provide us with a tracking number. PONYTAIL JOURNAL requires that you get a receipt and a package ID noting the weight of the package for the return from the delivery service, as it makes it easier to follow the return shipment if needed.
PONYTAIL JOURNAL will make a refund of eligible returns. If you paid by invoice, we will need a bank account number to transfer the money back to. The easiest way is to e-mail with the Order Number, a scan of the original invoice, along with a brief description of your case.
Returning A Package
If a returned item is shipped internationally, please email info@ponytailjournal.com. PONYTAIL JOURNAL will deduct 30% of the value of the returned goods for customs charges. PONYTAIL JOURNAL does not assume responsibility for reimbursement or compensation of returned packages lost in transit without proof of delivery to PONYTAIL JOURNAL. Please clearly mark 'RETURNED GOODS' on the package.
International Orders: International orders can be returned for exchange only. Eligible Items must be postmarked within 10 days of initial delivery. International customers are responsible for any shipping charges incurred on returns. Please see above for a list of items eligible for return.
Want to switch to another size of the same product? For exchanges, please note the name, size and price of the item you’d like to exchange for on your return's request email. Email us at info@ponytailjournal.com for recommendations or to place a temporary hold on your exchange item.
Transport Damage
If the product is lost or you, upon receiving, notice that the item has been damaged during transport, you should immediately report this to us.
Unclaimed Packages
For packages that are not cashed at your post office within 14 days, PONYTAIL JOURNAL reserves the right to charge you a handling fee to cover return shipping and freight companies' administrative costs.
All enquiries: info@ponytailjournal.com