Poney Membership 4

• How to become a Poney member?
• What are my entitlements as a Poney Member?
• What is gift card or store credit? How can I receive them?
• Why can't I use my 10% Welcome discount coupon?

Shipping & Delivery 7

• How long does delivery take?
• How can I track my order?
• Which shipping carriers do you use?
• What are the shipping fees/rates?
• My order has taken longer than 5 days to be delivered - Why is this?

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Orders & Payment 7

• Will I receive any order confirmation after placing an order?
• I ordered the wrong size/item, what should I do?
• I changed my mind after paying, can I cancel/change my order?
• I have ordered and completed payment. What should I do next?
• What are the payment methods available?

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Refunds, Returns, Exchange 10

• I received a defective item, what should I do?
• I received a wrong item/size, can I exchange?
• I received less items from my order, what should I do?
• For which reasons I can return or exchange an item?
• How do I return an item?

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Packaging & Size Guide 3

• Do you provide gift wrapping service?
• I do not need the wrapping service, can I only get the gift box?
• How can I measure which size fits my kids? Do you have a size chart?

Vouchers & Promotions 5

• How do I use my voucher codes?
• Is every voucher or discount code applicable to all items storewide?
• Can multiple voucher or discount codes be used at the same time?
• How long is my voucher valid for?
• Is my Birthday / Voucher code applicable for ALL products?

Contact Us 4

• I prefer messaging via WhatsApp instead of email, can I communicate via WhatsApp?
• How can I get a customer service for further assistance?
• What are your social media accounts?
• What is your working hours?

Press & Collaborations 2

• Who do I contact to discuss press or other collaboration opportunities?
• I would like to become a social media ambassador for Poney!