Shipping policy

PONY & GRACE

SHIPPING & DELIVERY POLICY


At Pony & Grace, we want your order to reach you safely, securely and within the delivery timeframe communicated at checkout.

This Shipping & Delivery Policy applies to purchases of Pony & Grace ponytail caps, products, accessories and other merchandise purchased through our online store.

This policy is intended to operate in accordance with the Consumer Protection Act 68 of 2008 (“CPA”), the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”), and other applicable South African law. (South African Government)

Important: Nothing in this policy excludes or limits a consumer right that cannot legally be excluded or limited. Where South African law provides a consumer with a mandatory right, that right will prevail over any inconsistent provision of this policy.

1. WHERE WE DELIVER

Pony & Grace currently delivers to addresses within the Republic of South Africa.

Delivery may be available to:

  • Residential addresses

  • Business addresses

  • Offices

  • Selected collection points, where offered

  • Other addresses accepted by our courier partner

We may not be able to deliver to certain restricted locations, PO boxes or addresses that our courier partners do not service.

If a particular address cannot be serviced, we will contact the customer using the contact details supplied with the order.

2. DELIVERY OPTIONS

Available delivery options and applicable charges will be displayed during checkout.

Depending on your location and the delivery service available, options may include:

Standard Delivery
Delivery within the estimated timeframe displayed at checkout.

Express Delivery
Where available, an expedited delivery option may be offered for an additional fee.

Collection / Pickup
Where specifically offered by Pony & Grace, customers may collect their order from an approved collection location.

Delivery options, prices and estimated timeframes may vary according to:

  • delivery address;

  • order size;

  • courier availability;

  • promotional campaigns;

  • public holidays;

  • peak periods; and

  • other operational circumstances.

3. DELIVERY FEES

The applicable delivery fee will be displayed before you complete your purchase.

Unless expressly stated otherwise:

  • delivery fees are separate from the product price;

  • the customer is responsible for any optional expedited delivery fee selected at checkout; and

  • promotional free-delivery offers may be subject to conditions communicated at the time of the promotion.

Pony & Grace reserves the right to change delivery fees for future orders, but any applicable delivery fee will be disclosed before the customer completes the relevant purchase.

4. ESTIMATED DELIVERY TIMES

The estimated delivery timeframe shown at checkout is based on the delivery address, selected shipping method and information available to us at the time the order is placed.

Unless a different timeframe is expressly agreed with you, Pony & Grace will deliver within the timeframe required by applicable law.

For online transactions governed by ECTA, section 46 generally provides that a supplier must execute an order within 30 days, unless the parties have agreed otherwise. If the supplier fails to execute the order within the applicable period, the consumer may have cancellation rights under ECTA. (South African Government)

Where a specific delivery date or timeframe has been agreed with you, Pony & Grace will make reasonable efforts to meet that commitment.

5. PROCESSING TIME VS DELIVERY TIME

Please note that:

Order processing time is the time required for Pony & Grace to prepare your order.

Transit time is the time required by the courier to transport the order to your delivery address.

The estimated delivery period communicated at checkout may include both stages.

Orders placed after our stated daily cut-off time, on weekends or public holidays may only begin processing on the next applicable business day.

6. PUBLIC HOLIDAYS AND WEEKENDS

Courier deliveries generally operate according to the courier's business schedule.

Public holidays, weekends, seasonal periods and periods of unusually high order volume may affect delivery times.

Where a delivery estimate is affected by a public holiday or other known operational interruption, the applicable estimate displayed at checkout or communicated to the customer will apply.

7. ORDER CONFIRMATION

After completing your purchase, you should receive an order confirmation containing information such as:

  • order number;

  • products purchased;

  • quantity;

  • price;

  • delivery address;

  • delivery method; and

  • applicable delivery charges.

Please check your confirmation carefully.

If you notice an error in your delivery address, contact Pony & Grace as soon as possible.

8. CHANGING A DELIVERY ADDRESS

We will make reasonable efforts to correct a delivery address before an order has been dispatched.

However, once an order has been handed to the courier, we may not be able to change the delivery address.

If a customer provides an incorrect address and the courier is unable to complete delivery as a result, additional delivery or redirection charges may apply where legally permissible and where those charges are caused by the customer's error.

We will communicate any such additional charge before charging the customer where reasonably practicable.

9. TRACKING YOUR ORDER

Where tracking is available, Pony & Grace may provide the customer with a tracking number or tracking link.

Customers are responsible for using the tracking information provided to monitor delivery progress.

Tracking information is supplied by the relevant courier and may occasionally be delayed or inaccurate.

Pony & Grace will reasonably assist customers where an order appears to be delayed or lost.

10. DELIVERY TO THE CUSTOMER

A courier may require the recipient to provide reasonable confirmation of receipt, such as:

  • a signature;

  • name confirmation;

  • delivery code/OTP;

  • identification where required by the courier; or

  • another reasonable delivery confirmation method.

Customers should ensure that someone is available to receive the order where required by the selected delivery method.

11. AUTHORITY TO RECEIVE YOUR ORDER

If you provide a residential, workplace or other delivery address and authorise delivery to that location, you are responsible for ensuring that the address is reasonably accessible to the courier.

Where you have expressly or implicitly authorised another person, security desk, reception area, mailroom or other authorised receiving point to accept delivery on your behalf, delivery to that authorised recipient may constitute delivery to the nominated address.

However, nothing in this provision overrides any mandatory consumer protection relating to delivery or risk.

12. RISK IN THE GOODS

Pony & Grace will comply with applicable South African consumer law concerning responsibility for goods during delivery.

Under section 19 of the CPA, where that provision applies, goods to be delivered remain at the supplier's risk until the consumer has accepted delivery in accordance with the Act. (SAFLII)

Accordingly, Pony & Grace will not simply transfer responsibility for loss or damage occurring before lawful delivery merely by stating that the parcel has been handed to a courier.

13. LOST PARCELS

If your order appears to have been lost in transit, please contact Pony & Grace.

We may investigate the matter with the courier and request:

  • order number;

  • delivery address;

  • tracking number;

  • confirmation of the recipient's details; and

  • any other information reasonably required to investigate the delivery.

Where Pony & Grace remains responsible for the goods under applicable law, we will provide the remedy required by law.

14. PARCELS MARKED “DELIVERED” BUT NOT RECEIVED

If tracking indicates that an order has been delivered but you have not received it, contact us as soon as possible.

We may investigate by:

  • checking the courier tracking record;

  • contacting the courier;

  • requesting proof of delivery;

  • confirming the delivery address;

  • checking whether a household member, colleague, security officer or authorised recipient accepted the parcel; and

  • conducting any other reasonable investigation.

Customers should not assume that a tracking scan automatically ends Pony & Grace's responsibilities where the parcel was not actually delivered as required by law.

15. DAMAGED PACKAGES

Please inspect the external packaging when your order arrives.

If the package appears materially damaged, customers should, where reasonably possible:

  1. photograph the package before opening it;

  2. photograph the shipping label;

  3. photograph the damage;

  4. open the package carefully; and

  5. photograph any damaged product.

Please contact Pony & Grace as soon as reasonably practicable.

These photographs assist us with courier investigations and insurance claims.

Failure to report damage immediately does not automatically remove a statutory consumer right.

16. INCORRECT OR MISSING ITEMS

If your order contains:

  • the wrong product;

  • the wrong colour or variation;

  • an incorrect quantity;

  • missing accessories; or

  • another fulfilment error,

please contact Pony & Grace.

We will investigate the order against our records and provide the appropriate remedy where required by law.

Where the error was caused by Pony & Grace, we will not make the customer bear a cost that applicable law requires the supplier to bear.

17. FAILED DELIVERY ATTEMPTS

Our courier may make one or more delivery attempts depending on its delivery procedures.

A delivery attempt may fail because:

  • nobody is available;

  • the address is inaccessible;

  • the address is incorrect or incomplete;

  • the recipient cannot be contacted;

  • the recipient refuses the delivery;

  • the delivery location is outside the courier's service area; or

  • another circumstance prevents delivery.

If a delivery fails, the courier may contact the recipient or return the parcel to Pony & Grace.

Where additional delivery costs result from information incorrectly supplied by the customer or another circumstance attributable to the customer, Pony & Grace may charge reasonable additional costs where legally permissible.

18. REFUSED DELIVERIES

Customers should not refuse delivery simply because they have changed their mind without first understanding the applicable return/cooling-off procedure.

A refusal of delivery does not necessarily constitute a valid cancellation.

Where you wish to cancel or return an order, please follow our Returns, Refunds & Exchanges Policy.

Where a statutory cancellation right applies, Pony & Grace will process the cancellation in accordance with the applicable law.

19. DELIVERY DELAYS

We will make reasonable efforts to meet advertised delivery estimates.

However, delivery may occasionally be delayed by circumstances outside Pony & Grace's reasonable control, including:

  • courier disruptions;

  • severe weather;

  • floods;

  • fires;

  • strikes;

  • civil unrest;

  • road closures;

  • accidents;

  • unusually high delivery volumes;

  • public-health emergencies;

  • incorrect customer information;

  • failures of third-party service providers;

  • power or telecommunications failures; or

  • other events beyond our reasonable control.

Where a delay occurs, Pony & Grace will take reasonable steps to communicate material delays and assist with resolving the issue.

This clause does not remove any cancellation, refund or other remedy that the customer may have under applicable South African law.

20. FORCE MAJEURE

Pony & Grace will not be responsible for a delay caused by circumstances genuinely beyond our reasonable control to the extent permitted by law.

However, Pony & Grace will not rely on this clause to avoid statutory obligations that cannot lawfully be excluded.

Where a prolonged delay occurs, we will communicate with the customer and provide any remedy required by applicable law.

21. ORDERS PLACED WITH INCORRECT CUSTOMER INFORMATION

Customers are responsible for providing accurate:

  • name;

  • surname;

  • telephone number;

  • email address;

  • physical delivery address;

  • apartment/unit number where applicable; and

  • any other information reasonably required for delivery.

Pony & Grace is not responsible for delays directly caused by incorrect or incomplete information supplied by the customer, subject always to applicable law.

22. DELIVERY TO APARTMENTS, ESTATES AND COMPLEXES

For deliveries to estates, complexes, apartment buildings or office parks, customers should provide sufficient information for the courier to locate the delivery point.

This may include:

  • unit number;

  • building name;

  • complex name;

  • access instructions; and

  • security/reception information.

The customer is responsible for ensuring that reasonable access is available to the nominated delivery address.

23. MULTIPLE PRODUCTS IN ONE ORDER

If an order contains multiple products, Pony & Grace may, where operationally necessary, send the products in separate parcels.

Where this occurs, the customer will not be charged additional delivery fees solely because Pony & Grace chooses to split one order into multiple shipments, unless the customer separately requests additional delivery services.

24. OUT-OF-STOCK PRODUCTS

Pony & Grace will endeavour to maintain accurate stock information.

If a product becomes unavailable after an order has been placed, we will contact the customer and provide an appropriate solution in accordance with applicable law.

Depending on the circumstances, this may include:

  • waiting for replenishment;

  • selecting an alternative product; or

  • cancelling the unavailable portion of the order and receiving the applicable refund.

25. PRE-ORDERS

Where Pony & Grace offers a pre-order product, the estimated dispatch or delivery timeframe will be communicated on the product page or during checkout.

By placing a pre-order, the customer acknowledges the stated estimated timeframe.

If circumstances materially change, Pony & Grace will communicate the delay and the customer's applicable rights will remain subject to South African law.

26. DELIVERY PROMOTIONS

From time to time, Pony & Grace may offer promotions such as:

“FREE SHIPPING”
“FREE DELIVERY OVER R500”
or similar offers.

Each promotion may have specific terms, including:

  • minimum order value;

  • participating products;

  • geographical limitations;

  • promotional period;

  • delivery method; or

  • other stated conditions.

The applicable promotion terms will be displayed when the promotion is offered.

Promotional shipping terms do not remove statutory consumer rights.

27. INTERNATIONAL SHIPPING

Unless expressly stated otherwise, Pony & Grace currently ships within South Africa only.

If international delivery becomes available, separate terms may apply concerning:

  • customs;

  • import duties;

  • VAT;

  • customs clearance;

  • prohibited or restricted products;

  • international courier charges; and

  • delivery timeframes.

These terms will be communicated before the customer completes an international purchase.

28. CUSTOMS AND RESTRICTED GOODS

Where international shipping is offered in future, the recipient may be responsible for customs formalities, duties or taxes imposed by the destination country, unless otherwise stated.

Pony & Grace will comply with applicable South African requirements concerning the export of goods.

29. DELIVERY AND RETURNS ARE DIFFERENT

Shipping a product to a customer does not prevent that customer from exercising an applicable right to return the product.

Our Returns, Refunds & Exchanges Policy sets out the applicable return and refund procedures.

Where a return is required because goods are defective or another statutory remedy applies, the allocation of return costs will be determined in accordance with applicable law.

30. STATUTORY CONSUMER RIGHTS

Nothing in this Shipping Policy limits the rights provided to consumers under South African law.

For example, the CPA provides rules concerning delivery, including the supplier's responsibility to deliver at the agreed place and time and, where applicable, the supplier's responsibility for the goods until the consumer accepts delivery. (SAFLII)

Where goods are delivered at a different location, date or time from what was agreed, the CPA may provide the consumer with specific rights, including the right in certain circumstances to require delivery at the agreed time/place or cancel without penalty. (South African Government)

31. DELIVERY RECORDS

Pony & Grace may retain information relating to your order and delivery, including:

  • order confirmation;

  • payment confirmation;

  • delivery address;

  • courier tracking information;

  • dispatch records;

  • proof of delivery;

  • customer communications; and

  • return or refund records.

Such information may be used to administer orders, resolve disputes, investigate fraud and comply with legal obligations.

Personal information will be handled in accordance with our Privacy Policy / POPIA Notice.

32. FRAUD AND DELIVERY ABUSE

Pony & Grace reserves the right to investigate suspected fraudulent activity relating to delivery, including:

  • false claims of non-delivery;

  • repeated claims concerning parcels confirmed as delivered;

  • manipulation of tracking or delivery information;

  • providing deliberately false addresses;

  • payment fraud; or

  • other unlawful activity.

Where appropriate and lawful, Pony & Grace may suspend or investigate an order and take appropriate legal action.

This provision does not prevent a genuine customer from exercising a legitimate statutory right.

33. CUSTOMER RESPONSIBILITY FOR SAFE DELIVERY

Customers should provide a delivery address where parcels can reasonably be received.

If a customer specifically instructs a courier to leave a parcel in an unusual location, such as outside a gate or at another location that does not ordinarily constitute the nominated delivery point, Pony & Grace and the courier may rely on that instruction to the extent permitted by law.

Customers should be cautious about requesting unattended delivery where theft or damage is reasonably foreseeable.

34. NO UNLAWFUL LIMITATION OF LIABILITY

Pony & Grace will not use this Shipping Policy to exclude liability that South African law does not permit us to exclude.

Any limitation of liability contained elsewhere on the website must be interpreted subject to mandatory consumer protections.

35. CHANGES TO THIS SHIPPING POLICY

Pony & Grace may update this policy from time to time.

The version applicable to an order will generally be the version communicated or made available at the time the order was placed, subject to applicable law.

The latest version will be published on the Pony & Grace website.

36. CONTACT US

For delivery questions, please contact:

PONY & GRACE CUSTOMER CARE

Email: [INSERT EMAIL]
WhatsApp: [INSERT WHATSAPP NUMBER]
Telephone: [INSERT NUMBER]
Website: [INSERT WEBSITE]

Business/Legal Name: [INSERT LEGAL ENTITY]
Company Registration Number: [INSERT CIPC NUMBER, IF APPLICABLE]
Physical Address: [INSERT ADDRESS]

🇿🇦 YOUR PONY & GRACE DELIVERY PROMISE

ORDER → PACK → DISPATCH → DELIVER → FULFILL 👑

We will do our best to get your Pony & Grace order to you safely and within the timeframe communicated at checkout.