In order to become a member, you need to have a minimum spend of RM150 in a single receipt and please live chat us your receipt for verification purposes.
Members have year long privileges of 10% off all items except for loungewear, socks, footwear, newborn giftsets, hair accessories and clearance items. Members are entitled to 30% off during your birthday month. Lastly, members have access to members only special promotions.
Delivery takes 3-5 business days. During the holidays or special campaign period, delivery may be delayed by an additional 1-3 business days.
We will send tracking information to the email address associated with your order once the item has been shipped.
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.
Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.
Ninja Van - Standard, GDex , Citylink Express
You will need to email us immediately at email@example.com upon realising that you want to change your order. We will always do our best to make sure you’ll get what you need. However, if orders are processed by our warehouse team, then unfortunately, we will not be able to amend the said order.
Your order may have been delayed due to unforeseen delivery status. You can see the status of your order by tracking your parcel with the tracking information provided to you. You may also contact our customer service using the contact form for more information on your parcel.
If you would like to divert your delivery or order to a different address, please contact our customer service immediately. If your order has already been processed, we might not be able to divert your parcel.
Items must be returned within 14 days from the date the item is received with the original receipt of your order.
To process your refund, you will need to fill up the “Refund Form” - Click here.
Any returned items without completing Return Form will not be entertained.
Customer Service will contact you shortly and provide you with a free pre-paid return shipping label. Follow the instructions to print and attach your return label on the package and mail back to us. Make sure to remove or cover the original shipping label and tape your package securely. Just drop off at any of these authorised locations listed here. The return will be refunded as store credits only.
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 fill in this Refund form and have a postal return to our management office.
Incorrect: The item is not the item you ordered. The model or colour is different from what is indicated on the order summary.
Defective: The item has a manufacturing or design defect.
You may do an in store exchange in any of the stores listed here. Item exchanges are only available for size and/or colour of the same style. It is strictly not allowed to exchange for a different product. Item exchange must be accompanied by the original tax invoice/receipt and no cash refund is permitted. To be eligible for an exchange, the item must be unused/ unwashed, and it must be in the original packaging with tags attached to the product.
As an online business our prices change in response to fashion trends, stock and demand from customers. In this case we will not refund the difference.
Yes, a confirmation email will be sent upon completed payment.
Your order will be processed and you will be notified with a tracking number when your order is being delivered, it may take a few days and it’s not immediate.
We accept online banking, credit card and ewallets (TnG eWallet, Boost and GrabPay).
*You may find online banking and ewallet options when you select billplz.
If your credit or debit card has been refused, you can re-submit your order using a different card or choose a different payment method. For details on why your card was refused, please contact your card issuer.
You may use your voucher code by entering it at checkout to enjoy the discount.
Each respective promotion will have its own voucher or discount code and its stated terms and conditions. Usually discount codes sent out in emails are applicable to our online store only unless stated otherwise. However, there will be some special occasions in which it is applicable storewide so make sure you read the stated promotion details carefully.
No, only 1 code is allowed per transaction.
It varies according to each promotion and campaigns we are running. Voucher validity is usually displayed within the promotion / campaign page.
If you have interest in collaborating or becoming business partners with Poney, please email us at firstname.lastname@example.org.
We like the sound of that. You may join our Poney Affiliate Program here.