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FREQUENTLY ASKED
QUESTIONS

  • Will I be able to change my order once it has been placed?
    We process our orders very quickly but if you would like to amend your order in any way, please send and email to royalponytails@yahoo.com and we’ll try our best to change this for you but this only applies to all orders that have not been dispatched.
  • Are these ponytails real hair?
    No, all our ponytails are made from high synthetic premium fibre. They feel, look and can be treated exactly like real hair.
  • Do you offer refunds/exchange ?
    Due to hygiene reasons we do not offer refunds or exchanges once the order has been dispatched, however if your order has not been dispatched you can email us @ royalponytails@yahoo.com and we will cancel the order and process a refund which can normally take between 5 - 7 days to be processed.
  • How do i care for the hair?
    Please purchase our ' Refresh Bundle' set. This set comes with a bottle of shampoo and a bottle of our hair care spray. With these two products you are able to wash the hair and also get rid of any tangles. This set will ensure that the hair smells and looks great for a long time. Say bye to tangles.
  • Do you offer Next Day delivery?
    Unfortunately we do not currently offer Next Day delivery. We only offer 24-48 hours or normal standard delivery which is normally between 3-5 days.
  • Can I apply heat ?
    Yes, you can apply heat on our ponytails, however max is 150* . However, as our Ponytails are already pre-styled minimal heat is advised. Please avoid using a curling wand or blow dryer on our ponytails as this can damage the fibres used in creating the ponytails.
  • How do I track my order
    Once you receive your shipping confirmation email just click on the link that says ' Track Shipment' or another alternative is to copy the tracking number and paste in our Royal mail website or if it is an international order paste the tracking number in the DPD tracking website.
  • Do you make customised orders?
    Yes we do. If your country is not listed under our shipping option or if you need a faster delivery please email us @ royalponytails@yahoo.com and we will sort it out for you.
  • Can I cancel my order?
    Yes, your order can only be cancelled if it has not been dispatched. Once cancelled your money will be refunded to you immediately and you will receive the money within 5-7 working days depending your bank.
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