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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 have colours
    We currently only have colour 1B and 2. But in our Yaki Flick- Thick Yaki and our Royale Duo Thick Yaki we have colour T1B/30 ( Ombre effect).
  • 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.
  • Christmas & New year delivery
    To receive your order on time for Christmas please order by : Last date for standard delivery is - 19th of December 2023 Last date for Next day delivery is - 21st of December 2023 To receive your order on time for Christmas please order by : Last date for standard delivery is - 26th of December 2023 Last date for Next day deliver is - 28th of December 2023
  • When is the cut off time for Next day delivery
    All orders must be placed before 10am. Mon - Thursday Next day deliveries placed on Friday will get there the following Monday.
  • 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.
  • 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.
  • When are you closed for the year?
    We will be closed on these following dates: Sunday - 24/12/2023 Monday -25/12/2023 Tuesday - 26/12/2023 Friday - 29/12/2023 Saturday -30/12/2023 Sunday - 31/12/2023 Monday - 01/01/2024 Tuesday - 02/01/2024 Wednesday - 03/01/2024
  • 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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