FAQs
What about fire safety?
Like all synthetic fabrics, our acrylic ponchos don't go well with fire. Caution should used at all times.
Please ensure your little one is kept well away from all fires and flames while wearing their acrylic ponchos. While wool, as a natural product, is less flammable, the same level of caution should be applied to keep your kids safe!
How should I wash my poncho?
For all our ponchos, we recommend hand washing with cold water and drying flat. Read our care guide here.
Why is each poncho named after a different animal?
Don't worry! Our acrylic ponchos aren't made with jaguar fur or condor feathers.
We wanted to embody the spirit of a colour and pattern with an animal that kids could relate to (apart from the capybara — that one might be a little tricky to embody!).
The poncho I want is out of stock, will you be restocking?
We get regular shipments from Ecuador, but as our ponchos are handmade, the colours and patterns often vary a little with each batch. We suggest you take a look at one of the similar patterns we have in stock, or let us know the poncho you're after, and we'll keep you updated when it's next available.
Why can't I get the pattern I want in the size I want?
All our ponchos are handmade, so the patterns vary across each style. This makes them more unique and special, plus cuts down on material waste (as we're using every piece of fabric!). If you are looking for something in particular, please reach out and we'll see what we can do.
What is the difference between alpaca wool, sheep wool and acrylic blend?
Alpaca wool is our most premium fabric, both warm and super soft.
Sheep wool is tougher and more durable, harder on the outside of the poncho but soft on the inside to make them comfortable to wear.
Acrylic blend fabric are also incredibly soft and cuddly, lighter than the wool but still warm.
Why do you stock ponchos in so many different materials?
South American culture is all about vibrancy and sabor (meaning flavour!). We want to give you as much choice as possible when it comes to how you and your little ones express themselves through colour and patterns.
Where are the materials sourced from?
All our ponchos are handmade in Ecuador using local materials sourced from the region they're made in.
Are the materials sourced ethically?
Absolutely! We have a great network of suppliers in Ecuador that are ethical and sustainable in what they do. Lots of care has been given to who we work with to ensure we are doing the right thing for the craftspeople making the ponchos, and the planet.
How should I wash my poncho?
For all our ponchos, we recommend hand washing with cold water and drying flat. Read our care guide here.
How long does delivery take?
All orders are processed within 1-2 business days of being received.
From here, we pass it over to a courier and then it will be on its way to your home! Once the parcel is out of our control, we can't exactly know how long it will take to arrive, but that can be tracked with the tracking number that will be sent to you.
How do I track my order?
When we process your order, you'll receive an email with a tracking code to monitor your parcel before it arrives. If you haven't recieved this code please check your junk mail.
What if I am not home when my parcel arrives?
We don't require a signature for deliveries, so if you're not home, the parcel will be left in a safe place.
How will I know when my order has been shipped?
Once shipped you will receive an email notification. If you haven't seen anything please check your junk, or contact us for more information.
Do you ship internationally?
Currently Ponchito is only available within Australia, but we will be expanding internationally very soon. If you are from outside of Australia and would like to order a poncho, please contact us.
Can I exchange my garment for a different size or style?
Yes! We understand sometimes mistakes happen, so just get in touch with us here and our team will come back to you ASAP to talk about an exchange.
How do I exchange an item?
You are able to exchange your poncho for a different size or colour within 30 days of purchase (providing it has not been worn). Please see our return and exchange policy for more information.
How long will it take to process my exchange?
We will need to receive the original poncho back from you before a new one can be dispatched. Given postage times, this can usually take up to a week.
Does Ponchito provide return labels?
For change of mind, we provide a return address, however, it's up to you to send the goods back to us.
For an exchange due to faulty product or incorrect delivery, we will provide return shipping labels and cover all costs.
How long do I have to return an item?
You have 30 days from purchase to return an item.
Do I have to pay to return items back to you?
Yes, return shipping will be at your expense for change of mind or swapping to a different size. For faulty goods or incorrect delivery, we will cover the cost of return shipping.
What should I do if my item is faulty or the incorrect size?
Please get in touch with us here and our team will help you ASAP.
Can I change my online order after I have placed it?
No, once an order is placed you cannot change it online. If the order has not been shipped however, feel free to contact our team to talk about any changes you wish.
How do I change my address once my order has been placed?
If your order hasn't been shipped, simply get in touch with us here and our team will help you ASAP.
What happens if my parcel doesn't arrive, or is lost in transit?
Your goods are insured through our delivery partners, so if nothing has arrived in a reasonable period of time please get in touch and we can look at options to send you a replacement.
Who do I contact if I'm having trouble ordering online?
Please get in touch with us here and our team will help you ASAP.
