Exchanges and Returns

You can return an item within 30 days of it being dispatched by us, providing it's unused and in re-saleable condition. Please note shipping costs are initially at your expense. This does not apply to food.

We do not offer monetary refunds. A Gift Certificate to the value of the goods returned will be issued for you to use on the store. We will add an extra $15 to cover the delivery costs incurred initially.

The gift card will be emailed to you within 2 working days from the date the returned goods are received. We recommend that proof of postage is obtained for your return, in the unlikely event that we do not receive the parcel.

If you would like to return an item, please email hay@magicalponytales.com with your order number and details of the return or exchange.

To be explicitly clear, whether you are the 'purchaser' or the 'receiver' of the gift, we are unable to deposit funds, refund credit cards or Pay Pal accounts. A Gift Certificate will be issued as outlined above.

We cannot provide a Gift Certificate for the return of packaging that has been personalised.

We cannot provide a Gift Certificate for the return of any items that are not re-saleable or safe to return such as all food items, body products, including candles, body bars, body wash, hand wash, baby cosmetics and hand cream.

If you would like to return an item, please email hay@magicalponytlaes.com with your order number and details of the return or exchange.

If your delivery arrives and the products are damaged, please email hay@magicalponytales.com with your order number and photos of the broken or damaged products. This is not good at all. We will happily send out a replacement as soon as possible along with a sincere apology and request for forgiveness.