Got Questions? We’ve Got Answers
We’re here to help! Below are answers to some of the most common questions about shopping with us. If you can’t find what you’re looking for, just reach out—we’d love to help email hello@penelopeclaireponywear.com.au or hit chat to get started
🛍️ Orders & Checkout
Q: How do I place an order?
A: Just add your favourite items to your cart and head to checkout. Our secure checkout will guide you through the rest—it only takes a minute!
Q: Can I edit or cancel my order?
A: We start processing orders quickly, but if you contact us ASAP, we’ll do our best to catch it before it ships.
Q: Will I receive an order confirmation?
A: Yes! As soon as you place your order, you’ll get a confirmation email with all your details. Do check your spam and junk boxes if you have your inbox settings dialled up
💳 Payments & Security
Q: What payment methods do you accept?
A: We accept:
- Credit & debit cards (Visa, Mastercard, etc.)
- PayPal & Pay in 4
- Apple Pay / Google Pay (if available)
- Shop Pay for faster checkout
- Afterpay when you spend over $100
Q: Is my payment information secure?
A: Absolutely. Our store uses secure encryption and trusted payment providers to keep your details safe.
You can read our privacy policy here: https://www.penelopeclaireponywear.com.au/policies/privacy-policy
🚚 Shipping & Delivery
Q: How long does shipping take?
A: Orders are processed within 1–3 business days. Delivery times depend on your location and an estimate will be shown at checkout. We ship with Australia Post in satchels and boxes depending on your items
Q: How much is shipping?
A: Shipping costs are calculated at checkout based on your location and order size using the Australia Post Plugin App to accurately determine price. We may offer free shipping promotions from time to time or you can spend $180 to receive free shipping at any time
Q: How do I track my order?
A: Once your order ships, you’ll receive an email with a tracking link so you can follow it every step of the way. This is possible through the Australia Post App, your customer account with us if you created one or the Shop App if you linked at the time of purchase
You can read our full shipping policy here: https://www.penelopeclaireponywear.com.au/policies/shipping-policy
🔄 Returns & Refunds
Q: What’s your return policy?
A: We accept returns within 60 days of delivery, as long as items are unused and in their original packaging.
Q: How do I start a return?
A: Contact us with your order number, and we’ll walk you through the process—it’s quick and easy.
Q: When will I get my refund?
A: Refunds are processed back to your original payment method within 5–7 business days after we receive your return.
You can read our returns policy here: https://www.penelopeclaireponywear.com.au/policies/refund-policy
📦 Products & Inventory
Q: What if an item is out of stock?
A: If it’s sold out, you can sign up on the product page to be notified when it’s back. If its a handmade item we highly recommend reaching out to see if the design is still available as we have a range of limited editions plus our 'forever' designs which can be reprinted at anytime
Q: Do product colours look exactly the same in real life?
A: We do our best to display colours accurately, but they may vary slightly depending on your screen.
👤 Accounts & Shop Features
Q: Do I need an account to order?
A: Not at all—you can check out as a guest. Creating an account just makes future shopping faster.
Q: What is Shop Pay?
A: Shop Pay lets you save your details for a super fast, secure checkout next time.
📩 Contact & Support
Q: How can I contact you?
A: We’d love to hear from you! Reach us via:
💬 Still Need Help?
Didn’t find your answer here? No worries—just send us a message and we’ll get back to you as soon as possible.
