FAQ


Ordering

Payment

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.


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 or wid. 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.

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, laces, grommets, hardware, 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.

How long is the fabrication process?

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


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.

We use cowhide leather for a couple of our leather bags. Leather is a natural material which sometimes surfaces will contain irregularities such as small marks and wrinkles this adds to the character and uniqueness of the product, any minor imperfections you may notice makes a unique handmade item. Item colors can vary from screen to screen.

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

Shipping

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 up to 5 days for handling.

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

If you want to get goldenponies products for christmas presents, proms 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.

About us

How are your products made?

All shoes and bags are handmade by highly skilled local craftsmen. We work closely with the production of the pieces and supervise every aspect of the fabrication.

How can I contact you?

You can reach us through our the contact page here.

Where can I read a review on your products?

Please visit the press page, here.