Customer Care / Policies


Consult our FAQ´s and shipping section if in doubt, but if you have any other questions, please ask away.
Something is not okay with your order? please contact us, we want to help you solve it.
EXCHANGES:
Please read carefully the description/info of our products, ask for more detailed pictures of the item if needed before placing any order.
We will gladly exchange your product, if the size, color or model is different from what was ordered (or if you choosed the wrong size). Please note that the shoes are made in mexican sizes, you can check our convertion chart with the equivalencies for US, European, UK and Australian sizes, here. (All sizes marked with a "-" next to the size number in some of our shoes, indicates a half size).
PLEASE NOTE THAT EITHER RETURNS OR EXCHANGES CAN BE MADE ONLY WITHIN 7 DAYS OF DELIVERY. WE CAN NOT PROCEED LATER THAN THAT, WITHOUT ANY EXCEPTIONS.
Refund Policy:
If circumstances apply we can make a money refund or offer shop credit, but we are not able to reimburse shipping costs. Returns will be made only within 7 days after delivery, later than that we can not proceed, this is without any exceptions.
PROCESS:
Buyers are responsible for any return shipping costs. If the item is not returned in it´s original condition, the buyer is responsible for any loss in value. (Please make sure to provide a tracking number or use a safe shipping method, as we can`t take any responsibitily on lost items.)
Please send us a message and we will provide our returns address. 
Items must be unworn and unused to qualify for an exchange. Exchanges/Refunds will be made as soon as we receive and process your returned item. The actual time it takes to receive your exchange depends on the time it takes the product to return.
PLEASE NOTE ALL SALE ITEMS AND HOSIERY ARE NOT RETURNABLE, REFUNDABLE OR EXCHANGEABLE, THIS IS WITHOUT ANY EXCEPTIONS.
DAMAGES, LOSSES:

We do not make responsible if an item arrived damaged in transit of shipping, we pack our products the best possible to avoid such an issue.

We do not make responsible for "stolen/non received parcels", if tracking says that was delivered in your address.
WARRANTY:
WE OFFER ONE YEAR OF WARRANTY ON ORDERS ONLY. 
PLEASE NOTE THAT AFTER ONE YEAR WE DO NOT HAVE ANY RESPONSIBILITY LEFT ON ANY ORDER.
Warranty covers:
Repairments:
We offer to repair any bag/shoe for free but customer need to ship the items at their own expense. (1 year warranty, without exceptions.)
Replacemements: 
If you need shoe laces, heels, hardware and straps of bags, a free piece will be sent to you.
Unclaimed Parcels:
If your parcel was returned to us and you failed to contact or respond us, after one year, you´ll lost any value (there won´t be refunds or reshipments).
 
TAXES:
CUSTOMERS ARE RESPONSIBLE FOR ALL TAXES OR CUSTOM FEES CHARGED IN YOUR HOME COUNTRY. GOLDEN PONIES IS NOT RESPONSIBLE FOR THE PAYMENT OF THIS DUTY. WE ONLY CHARGE COST OF PRODUCT + SHIPPING.