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 right here in South Australia; 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?
Custom & made-to-order/ pre-order options will be available from time to time, depending on fabric availability and current workload.
Please contact us if you are interested in a custom item or check out our pre-order section.
What happens if I order both in-stock and pre-order items?
If your order contains a combination of in-stock and pre-order/custom-made items, your order may be held until your pre-order has been completed. In most cases, all items will be shipped together in one parcel to reduce packaging and shipping costs.
If you require your in-stock items sooner, please place a separate order or contact us prior to purchasing to discuss available shipping options.
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 FREE local delivery for eligible customers within the Mount Gambier (5290) postcode.
Do you offer local pickup or meet-up?
Yes! We offer free local pickup/meet-up for customers in the Mount Gambier area and at selected equestrian events.
Please contact us before placing your order to arrange a suitable pickup location and time. This allows us to confirm that a meet-up is possible before you complete your purchase.
Pickup locations may include:
- A mutually agreed public location in Mount Gambier.
- Local equestrian events we are attending.
Orders placed for pickup without prior arrangement may need to be changed to postage if a suitable collection time cannot be organised.
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.
Pre-order/made-to-order products are handmade to order. Please allow approximately 1–2 weeks for your order to be made and dispatched.
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 information?
Yes. All posted orders include tracking through Australia Post. Once your order has been packed and lodged, you'll receive an email with your tracking details so you can follow your parcel's journey.
Please note that local delivery and local pickup/meet-up orders do not include tracking.
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, pre-order, 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. Please refer to the individual product description for specific care instructions.
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
What Size Tail Bag Does My Horse Need?
We've put together a detailed guide to help you choose the right size tail bag for your horse.
Visit our "How to Choose the Correct Size Tail Bag" blog for measuring instructions, sizing tips, and recommendations to help you find the perfect fit.
Still unsure? Contact us before ordering; we're always happy to help.
How do I safely tie in a tail bag?
Check out our video & step-by-step guide in our blog section on how to tie in our tail bags.
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.
We aim to respond to all enquiries as soon as possible.