herpony.comReviews 

I recently placed an order with Her Pony from the UK for a couple of items. The order total was about £170, and after I had placed the order, I received an email from Her Pony customer service informing me of the VAT/Customs charges that I would likely be facing once the goods arrived into the UK. The charge was going to be quite high (expected over £50) and I was SO thankful that the customer service team reached out to me and informed me about this situation as I would've had no idea otherwise and would've been quite frustrated to have to pay duties that high. They were very responsive via email and were able to cancel the order swiftly and issue the refund right away. I was blown away by the care and attention to detail that the CS team had with this situation.. I've been in the same situation with another clothing brand (that I will not mention) where they did NOT inform me of this situation and I was left having to pay nearly £100 in duties for that order, which I was not happy about.

I will definitely be ordering from Her Pony soon (to be shipped to my family in the U.S., ha!) thanks so much for the help here and looking forward to supporting the business soon xx

I returned an item to them and never received a refund because the shipping time to Australia form the US was quite long. It took me over a month to receive my item in the first place so I thought they would be understanding of the long shipping times as I was. The only reason I am giving them 2 stars instead of 1 is that they were very responsive over email. I will not be ordering from this brand again and wouldn't recommend it. The sizes also run really small (which is why I had to return my order). The quality is good but not worth the hassle. I also found all the "babe" pet names their customer service rep used in their email quite condescending when they were basically telling me that they had no interest in making the situation right.

This is my second time purchasing from here -- their customer service is absolutely amazing. They are so responsive and care about their customers and product. I had an item that was mistakenly available on the site and a rep from the company quickly emailed me and told me the product was no longer available -- she then offered multiple ways to remediate the issue and was so apologetic and sweet. You can tell they care about their customers. Will definitely continue buying.