Returns & Refunds

We want you to absolutely love your Stoned Pony Apparel purchase. If something isn't right, we'll help fast and fairly. Our policy is designed to be transparent and support our sustainable, made-to-order production model.

Can I Return or Exchange an Item?

Because each item is made to order specifically for you, we cannot accept returns or exchanges for:

  • Change of mind
  • Wrong size ordered
  • Buyer's remorse

Action: Please double-check our Size Guide before placing your order to ensure the right fit for hoodies, western t-shirts, and other apparel.

1. Faulty, Damaged, or Defective Orders

If your order arrives damaged, misprinted, or with a manufacturing defect, we'll arrange a replacement or refund at no extra cost.

Action Window: Email us at stonedponyapparel@gmail.com within 7 days of delivery (claims must be lodged no later than 14 days).

Must Include:

  • Your order number
  • Clear photos of the item (and packaging if available)
  • A short description of the issue

2. Cancellations & Address Changes

Orders move into production very quickly. We'll always try to help if you contact us immediately, but cancellations or address changes cannot be guaranteed once your order is confirmed.

Action: If you spot an error, email us straight away at stonedponyapparel@gmail.com with the subject line "URGENT – Order Update" and include your order number.

(See our Shipping Policy for more details on address errors and redirects.)

3. Delivered-but-Not-Received Orders

If tracking shows Delivered but you haven't received your package:

  • Please check with neighbors, housemates, and your local Australia Post Office (or your local delivery office outside Australia).
  • If the package cannot be located, we are unable to provide a free reshipment or refund. A new order may need to be placed.

4. Undeliverable or Returned-to-Sender Orders

If an order is returned due to an incorrect address or being unclaimed, you will need to cover the reshipping cost.

Action: Please double-check your shipping details carefully at checkout to avoid this happening.

5. Care Instructions for Stoned Pony Apparel

Our apparel has stood the test of time, through countless washes, the harsh Aussie sun on the line, and even the dryer. However, for best results we recommend:

  • Wash inside out in cold water
  • Tumble dry low or hang dry inside out
  • Avoid harsh bleaching or ironing directly on prints

Note: Improper care or normal wear and tear is not considered a defect.

Questions?

Email us at stonedponyapparel@gmail.com or use our Contact Form. We're here to help — and we want you to be 100% happy with your Stoned Pony Apparel experience.