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How long does delivery takes?
Delivery takes 3-5 business days. During the holidays or special campaign period, delivery may be delayed by an additional 1-3 business days.
What are the shipping rates?
We offer free shipping for orders above RM150 and charge a flat rate of RM8 for West Malaysia and RM12 for East Malaysia. If there are any delivery charges, it will be shown at the checkout page.
*Orders that are being shipped to Singapore are charged a flat rate of RM30.
How can I track my order?
You will receive tracking information through your email associated with your order once the item has been shipped.
IS MY ORDER ELIGIBLE FOR RETURN?
In order to return your items, your merchandise must meet the following criteria:
1. Items must be in original sale condition: unwashed, unworn or otherwise unused with original tags/labels attached. 2. In the event the products come with additional packaging such as boxes or plastic bags, we will only accept returns with these packaging. 3. Items that fall on the clearance page and tagged with final sales item are not returnable or exchangeable. 4. For hygienic purposes, undergarments and socks are non-returnable/exchangeable. 5. If your order is missing items, please contact ourcustomer service immediately. 6. In the case that you received a wrong item, please contact customer service immediately. 7. Poney reserves the rights to reject any refunds if the return item doesn't meet above conditions. 8. Items must be returned within 30 days from the date the item is received with the original receipt of your order. 9. Store credit cannot be exchanged to cash / credit card. It will be valid for a year upon date issued and can be used to purchase any items on Poney website only. 10. Poney will process the compensation by issuing store credits only when the return meets all of the above conditions. 11. You may be asked to provide personal details for returns or exchanges. These details will be used for the purpose of processing the return. 12. Return parcel shipping fees will be borne by customers if the return reason is change of mind.
I have received a Defective Product We are sorry you are experiencing an issue with your product! To help expedite your concern, please see the general guidelines below to help determine if your product will be considered defective by our review team.
Definition of a defective product:
A Defective Product is an imperfection in a product that has a manufacturing or design defect
Examples of what is not considered defective: - Damage that is a result from misuse, normal wear and tear or damage occurred during storage - Product acquired from aftermarket sources such as online auction sites, liquidators, consignment shops, private sellers and salesman- samples
If you feel your product is defective as a result of a manufacturing or design defect, please contact our customer service.