FAQ

Frequently Asked Questions

About Jaded Unicorn

Do you have a physical store?

No. Jaded Unicorn is an online store.

We operate from a home-based workspace and do not currently have a physical shopfront or browsing location. All orders are placed online through our website.

From time to time, we plan to attend local equestrian events and markets, where selected items may be available to browse and purchase in person.

Where are you based?

Jaded Unicorn is based in Mount Gambier, South Australia.

Are your products handmade?

Yes. Many Jaded Unicorn products are handmade, which means slight variations in size, colour, fabric placement, stitching, or finish may occur.

These small differences make each item unique and are part of the handmade nature of the product.

Orders

How do I place an order?

All orders are placed through our website. Simply add your chosen items to your cart and complete checkout online.

Can I customise an item?

We are not currently taking custom orders. 

Custom options may be available from time to time, depending on fabric availability and current workload.

Please contact us if you are interested in a custom item.

Can I change or cancel my order?

Please contact us as soon as possible if you need to change your order.

If your order has already been made, packed, or posted, changes or cancellations may not be possible.

We do not offer refunds for change of mind, so please choose carefully when placing an order.

Shipping & Delivery

Do you ship Australia-wide?

Yes. We offer postage Australia-wide.

Orders are posted from regional South Australia, so delivery times may vary depending on your location and postal service delays.

Do you offer local delivery?

Yes. We offer local delivery for eligible customers within the Mount Gambier (5290) postcode.

Local delivery availability may depend on your location and delivery schedule.

How long will my order take?

In-stock items are packed and posted as soon as possible, typically 1-2 business days.

During busy periods, product launches, or custom order periods, processing times may be slightly longer.

Delivery times depend on Australia Post or the selected delivery service. As the items are sent from regional SA, packages typically arrive within 7-14 business days, and 2-5 business days via express post.

Estimated delivery times may vary, especially for rural, regional, or remote areas.

Will I receive tracking?

Where tracking is included, you will receive tracking details once your order has been posted.

Returns & Refunds

Do you accept returns?

We do not offer refunds for change of mind.

However, exchanges or store credit may be offered at our discretion if the item is unused, unwashed, and in original condition.

This does not affect your rights under Australian Consumer Law.

What if my item is faulty or incorrect?

If your item arrives faulty, damaged, or incorrect, please contact us as soon as possible with your order number, photos, and a brief description of the issue.

We will work with you to resolve the issue in line with Australian Consumer Law.

Can I return a custom or made-to-order item?

Custom, personalised, or made-to-order items cannot be returned for change of mind.

If the item is faulty, damaged, or not as described, please contact us.

Product Care

How should I care for handmade items?

Care instructions may vary depending on the product and materials used.

As a general guide:

  • Cold gentle hand wash or gentle machine wash where suitable

  • Use mild detergent

  • Do not bleach

  • Do not tumble dry

  • Air dry in shade

  • Avoid rough handling, especially on items with trims, crystals, or decorative details

Always check the individual product description for specific care instructions.

Tail Bags

How do I safely tie in a tail bag?

Check out our video in our blog section on how to tie in our tail bags. I have included 2 different ways they can be tied in safely.

Tail bags should always be tied into the hair of the tail only, never around the dock/tail bone.

Option 1 (easy): plait the tail below the dock, secure plait with an elastic band and slip the tail into the tail bag. Thread the ties through the top of the plait, below the dock and tie firmly enough that the bag stays in place, but not so tight that it causes pulling, rubbing, or discomfort. 

Option 2 (more coverage): Braid the tail from top of the dock to the bottom of the tail & secure with an elastic band. Slip the tail into the tail bag & thread the ties through the outer sections of hair near the top of the braid. Tie securely to the hair only, do not tighten around the dock.

Check the tail bag regularly to make sure it has not slipped, twisted, tightened, or caused rubbing. Remove if the bag becomes loose, damaged, or caught. 

Important: Never tie a tail bag around the tail bone or dock, as this can restrict circulation, cause pain, or result in injury.

Tail bags should be removed and checked regularly, especially if the horse is turned out, rugged, travelling, or wearing the bag for extended periods.

Will colours look exactly like the photos?

We do our best to photograph products accurately, but colours may appear slightly different depending on screen settings, lighting, and device display.

Gift Cards

Do you sell gift cards?

Yes. Jaded Unicorn gift cards are available online and make a great option for horse lovers and riders.

Gift cards are delivered electronically and can be used at checkout on our website.

Contact

How can I contact you?

You can contact Jaded Unicorn via our Contact section on our website or:

Email: info@jadedunicorn.au

As Jaded Unicorn is a small handmade business, response times may vary. We aim to respond to all enquiries as soon as possible.