FAQ – Preguntas Frecuentes


We only process international payments through PayPal, which includes all major credit cards. You don’t need to sign up to a paypal account to make the payments with your credit card, we have a direct checkout as well.


Aceptamos paypal, mercadopago y transferencias via BBVA.

Which are your return/exchange policies?

Consult our customer care page here.

How do I know which shoe size to buy?

We recommend to order the size you are used to wear, as most of our shoes run true to size, unless otherwise stated in the description, but since we have different models some of them can run small, narrow or wide. Here is a size chart made for informative and comparative use, you can check it out here. If you still have doubts please contact us.

Como se que talla elegir?

La mayoría de nuestro calzado calza fiel a la talla y recomendamos pedir la talla que normalmente usas, pero si tienes dudas en especifico del algún modelo por favor contactanos para mas información.

Since your products are handmade, can you make me a custom item?

Unfortunately we don’t make custom orders, we only make our own designs. You can only choose color, materials and even make your own color combos, but we do not offer any further customizations to our existing shoes or bags, or their details such as, color of laces, grommets, hardware, measurements, etc. only the ones stated on the item’s description and photos.

What if I want/need to change or cancel my order?

There is a 24 hour period for you to cancel or modify any orders you have made, contact us as soon as possible if you wish to cancel and we will make a refund or any changes. If the 24 hours have passed we can’t make any cancellations because your order will be already started in the fabrication process.

Que hago si necesito cambiar o cancelar el pedido?

Cambios o cancelaciones solo son validas en un periodo de 24 horas a partir de realizado el pedido. Consulta nuestra sección de AYUDA para mas información de cambios o devoluciones.

How long is the fabrication process?

All handmade to order items take 8 to 15 days to be fabricated, plus 5 days for handling. All handmade stock items take 3 to 5 days for handling, then will be shipped.

Cuanto tiempo tarda mi pedido en ser enviado?

De 8 a 15 días hábiles necesitamos aprox para fabricacion. Mas el tiempo del método de envío que hayas elegido, cada producto tiene sus especificaciones en la descripción. Una vez enviado te mandamos un email de confirmacion con tu numero de rastreo.

Materials / Care

The synthetic (faux) leather we use is a canvas (cotton fabric) with plastic coating, normally polyurethane, which is flexible and breathable, we also use other textiles of natural fibers and PVC (PU) for our clear bags and raincoats.

To clean your products you can use a barely moist cloth for a superficial stain. Please don´t expose your products to water.

Custom Colors?

We offer a “custom color” option in most of our listings, you can choose almost any of this colors/materials for shoes or bags. (please note not all materials might be available or suitable for your item, please contact us for details). Custom color orders are not returnable or exchangeable. 

Shipping (international customers only)

Please consult full shipping information here.

How soon will my order be shipped?

For handmade to order items, it takes up to 15 days approximately for the product to be finished, plus 3 days for handling. On handmade stock items it takes 3 to 5 days for handling.

I want my products for a special event. Will they arrive on time?

If you want to get golden ponies products for christmas presents, proms, special dates or weddings, We recommend to order them at least 2 months before the day, to prevent any delay. This is especially true in christmas. We offer a express shipping method you can find more details at the shipping page here.

Will I receive a shipping confirmation?

Yes, you´ll receive a shipping confirmation to the email registered in your receipt.

Returned Parcels / Unclaimed

If your parcel was returned we will notifiy you, we can return it but you must pay shipping again. Postal services normally return parcels that are unclaimed and that is out of our control.