RETURNS & EXCHANGE
We aim to provide quality products and to ensure your dogs (and humans) are happy with our products. However, please understand that due to handmade nature, there may be slight imperfection on the products or discrepancy on measurements. In the case where an exchange needed to be made, we offer exchange and return options provided that the products are under the following conditions:
- the item is within 14 days of purchase.
- the item is unworn (tried on is fine), unwashed, unused or undamaged and is in its original condition
- all the tags should still be attached
- if the item is faulty
We DO NOT offer exchange or return on:
- change of mind
- sale items
- custom items
We highly recommend that you send your return items back with tracking, to ensure we receive the items. Please keep the postal transaction slip for your reference. You can also take a photo of the tracking number and send us an email in case you misplace the transaction slip. Refund will only be issued when we receive the returned item(s).
Please note that we DO NOT replace the item(s) and you will need to place a new order for the right product. If you need any assistance before placing a new order, please email us at firstname.lastname@example.org
Customers are responsible for return postage and the postage when purchasing replacement item(s). If you have purchased over $150 AUD and had free shipping or have purchased our collar and leash bundle but only need to exchange part of the bundle, please email us at email@example.com and we will endeavour to find the best solution for you to send back and exchange your product(s).
Our products are handcrafted here in Melbourne Australia, by myself or artisans locally. Please allow up to 5 business days for bowties, bandanas, collars and leashes to be made and up to 10 business days for clothing. At times, we have pre-made products that are ready to ship and they will be shipped within 1 - 3 business days. If you are in rush, please contact us before purchase.
We offer free Australia wide standard shipping for orders over $150AUD and FREE local pick up in North Brighton, Melbourne VIC 3186.
We ship through Australia Post or Sendle depends on our experience in which network can provide a more effective service on certain locations. A tracking number will be sent to you once your orders are dispatched. Due to COVID, Australia post has advised that some domestic services may have a lead time up to 6 weeks.
We also offer Australia Post Express service. While there isn't a guarantee on the next day Express service during the pandemic, your package will often be treated as a priority and most of the time you will receive your package within a week.
Please note that we cannot control any delivery schedule once we dispatched your items. Therefore, no refund will be issued due to parcel delays. However, if your parcel hasn't arrived and a proof from Australia Post has indicated the parcel was lost in transit, please contact us and we are happy to issue a refund or remake the product as per your request.
We ship worldwide! We use Australia Post for our international shipping and it may take up to 10 weeks to arrive. We also offer International Express which in most cases arrive within 3 weeks.
It is important to note that we cannot control any customs or import duties being charged to your package. As such, we will not be responsible for any customs or duties fee.
All our orders come with a tracking number so you will be able to track your delivery.