the most frequently asked questions | School Ponytails


My school or club is Fundraising with Bows. How do I shop online?  

Your unique Fundraising Code is found on your school/organisation's page.

When this shows in the box in the Checkout, we know to send 20%* of the sales value back to your school at the end of term.

*You must make sure your Fundraising Code is in the box in the Checkout to activate the fundraiser. This is the magic that makes it happen!

How does the Free Delivery to School Offer work?

This is a limited time offer and is arranged between us and our contact at your school/organisation.

When active, there is an activation link at the top of your organisation's page.

You must *activate* the free delivery, and supply your organisation and student/member details for delivery. Select your organisation from the drop down menu (order cut-off dates are shown here).

Note that these orders will be set aside until the delivery date, so you may not receive them immediately. 

Can't see your school? Get your school involved with fundraising here.

You don't have my school or team's colours available. Can you customise for us?

Yes! We can process one-off custom orders, as well as Stockist's requests for custom colours.

Just select your styles, colours (2 or 3 or 4), and quantity. 

Keep in mind that production takes between 4-8 weeks (full details are on the Custom Orders product pages).

I'd like to place a custom order. What do I need to know about these?

Can't see your colour combo in our huge range? Now you can easily pre-order any of our styles in your own school or sports uniform colours.

There is a 4-8 week lead time for custom order manufacturing.  

Head to our custom products page for more info.

Are your product sizes accurate?

All of our clips, bows, hair ties, headbands and hairbands are handmade and hand measured, therefore the sizes are approximate and average. We have product size comparison charts available here

Please note that some products may contact small parts, and may not be suitable for children under 3 years old and children require supervision when using or wearing our products.

Are there any special care instructions for your products?

All of our hair clips, bows, headbands, and hairbands are manufactured to the highest of quality standards, and then QC checked by us right here in WA. With all things though, our bow products do require some care when wearing.

To get the longest life out of your bows, it's best to remove your ribbons before swimming, sleeping, and rough and tumble games. Please take this into account when considering what is a reasonable life for your items.

If you have some older bows that are beginning to fray, a responsible adult can carefully use a lighter to singe the ends. It only takes a fraction of a second, and the flame does not need to be too close to the ribbon. If you aren't confident with the process, please do not try it at home.  

Please note that some products may contact small parts, and may not be suitable for children under 3 years old and children require supervision when using or wearing our products.

What options do I have for postage?

Please see our Shipping Policy for full details. 

We use Australia Post for most domestic parcels, via the Parcel Post and Express Post networks. Some items may fit in the untracked large letter rate, but these have a long delivery time. 

We pack in satchels, padded bags, or boxes, to ensure your product is delivered in the same way it left our site.

*See Australia Post website for details on the Express Post service in your area. Please note: aerosol products can not travel by air (i.e. interstate express will take longer to arrive).

**Please note that we require an email address to send tracking details to.

FREE PICK UP: You can always pick up from our site in Port Kennedy, Western Australia.

FREE DELIVERY TO SCHOOL: This is a limited time offer and is arranged between us and our contact at your school. Note that these orders will be set aside until the delivery date, so you may not receive them immediately. Get your school involved with fundraising here.

How quickly will you ship my order?

We're generally in-stock and ready to ship. If your order is finalised by 9am AWST Monday - Friday, it's highly likely it will make the day's shipping run!

You can get a good idea if a product is in-stock if it says "Add to Cart" when you're making your selections. If it says "Pre-Order", we may be low or out of stock. There is a pop-up message with more information if this is applicable to your purchase.

We are located in Western Australia, and work to business hours in the west. We observe all public holidays in WA.

For further information, see our Shipping Policy.

What does "Pre-order" mean?

This is the indicator that we are low or out of stock in at least one component of the product you have selected.

You will see a pop-up showing approximate timeframes for us to be back in stock. We possibly have stock arriving any moment, or in the next weeks, or it may be awaiting production. If you have a question about a specific product, get in touch and we can physically check the stock levels for you. 

I want to pick up my order. Where are you located?

You'll find us on the corner of Paxton and Toynbee Way, Port Kennedy.

There's a tall, white sign for building number 21. We're inside unit 4, which has signage for Ponytails and Fairytales, Silicone Beads Australia, and Nature Bubz on the door. 

Unit 4, 21 Paxton Way, Port Kennedy, WA 6172

I've been told my order is on it's way, but it's not here yet?!

Whilst we do pack all of our orders with urgency, this occurs between Monday and Friday, and it can take us 24 hours to process an order and have it on it's way.

We understand it's annoying when you haven't received your package in the timeframe you thought was reasonable, so we will certainly do everything we can to resolve this issue for you.

Please check your emails for a Shipping Confirmation from us (don't forget to check your junk folder!) - all tracked orders will have a tracking number included in the email. Just get in contact with us if you need assistance.

For orders without tracking, please check the Australia Post website for the most up-to-date information on their "letter" delivery ETAs.

For further information, see our Shipping Policy.

I live outside of Australia. Can you post an order to me?

We would love to!

Although shipping charges will calculate at the checkout, our advice would be to get in touch first, as we will be able to weigh your parcel and offer the most economical price possible.

Please contact us with your order details and location and we can provide you with a quote!

What is your policy on returns?

Whilst we can't accept exchanges simply for a change of mind due to health regulations, we will always replace any items that are damaged or faulty, or if we've accidentally sent you the wrong item.

Please contact us within 14 days of receiving your items, and ensure that the item is in the same condition that you received it. For full returns details, see the Returns Policy page. As always, your consumer rights are protected by the ACCC, and we uphold these regulations.

For stockists (retail and schools/clubs), we always replace faulty items and will provide information on this when we chat. 

I'm trying to check out with AfterPay, and it's not working!? Help!!

You need to use your EMAIL address to check out with AfterPay, not your phone number. (Other checkout methods may only require a phone number, so choose the option that suits you best).

For us to send you tracking updates from AusPost via email or SMS, we need an email address.

How do I get my school, club, or community group involved with fundraising?

It's really easy, just request some info here.

Your organisation could earn 20% through online sales via our website, and order forms you distribute. It's simple, covid- friendly, and has no out-of-pocket cost for your organisation. 

How do I become a retail stockist?

It's really easy, just contact us here.

We supply school uniform shops, sports clubs, charities, fundraising organisations, and other community groups with wholesale pricing. Wholesale pricing is activated when you purchase 10+ units.