FREQUENTLY ASKED
QUESTIONS

• UK Delivery Options:
  

• Tracked 48 Delivery: 2–3 working days

• Tracked 24 Delivery: 1–2 working days

• International Shipping: We also ship worldwide using FedEx. Please note that customs duties, import taxes, and fees are not covered by us and must be paid by the recipient.

We currently ship to: Australia, Canada, Denmark, France, Germany, Ireland, Luxembourg, Netherlands, Poland, Portugal, South Africa, Spain, Switzerland, UAE, and USA.

Due to hygiene reasons, we do not offer refunds or exchanges once an order has been dispatched. If your order has not yet been dispatched, you may email us at royalponytails@yahoo.com to request a cancellation. Upon cancellation, a refund will be issued, which typically takes 5–7 working days to be processed.

Once your order has been shipped, you will receive a shipping confirmation email. This email will include your tracking number and a direct tracking link.

Alternatively, you can copy and paste your tracking number directly into the courier’s website for updates.

• Inbound Orders (UK): Shipped via Royal Mail

• Outbound Orders (International): Shipped via FedEx

We process orders very quickly. If you need to amend your order, please email royalponytails@yahoo.com as soon as possible. We’ll do our best to help, but changes can only be made before the order has been dispatched.

Yes, orders can only be cancelled if they have not yet been dispatched. Once cancelled, your refund will be processed immediately. Depending on your bank, the funds will appear in your account within 5–7 working days.

Hair Care & Maintenance

1️⃣ Hands Off – Minimize how often you run your hands through the hair to reduce frizz and tangling.

2️⃣ Detangle Gently – Use a wide-tooth comb to remove tangles. Always start from the ends and work your way up to avoid breakage.

3️⃣ Refresh & Protect – For best results, use our Refresh Bundle (specially formulated shampoo + conditioning spray) to preserve softness, maintain shine, and extend the life of the hair.

4️⃣ Heat Styling – The hair is heat-friendly, but we recommend using minimal heat to keep it looking healthy and fresh.

No, all our ponytails are made from high-quality premium synthetic fibre. They are designed to look, feel, and move just like real hair – and can be treated and styled in the same way..

Yes, you can apply heat to our ponytails, but the maximum temperature is 150°C.

Please note:

• As the ponytails are already pre-styled, we recommend using minimal heat.

• Avoid using curling wands or blow dryers, as this can damage the premium synthetic fibres.

• For kinky curly textures, please do not use heat.

If your country is not listed at checkout, or if you need faster delivery or a bulk order for an event (e.g. bridesmaids, special occasions, etc.), please email us at royalponytails@yahoo.com and we’ll arrange it for you.