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