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Petal & Pup AU

Have questions? Browse our help center for answers or contact our Customer Experience Team. We're always happy to help!

Petal & Pup AU Help & FAQ's

Thank you for contacting us at Petal & Pup! ⭐️

Standard Shipping is 3-6 business days and Express shipping is 1-3 business days depending on location. 

Some Brisbane, Gold Coast, Sunshine Coast and Ipswich suburbs, as well as VIC & NSW suburbs are eligible for same day delivery with StarTrack Courier. 

Same day delivery applies to eligible orders with a Same Day Delivery shipping method, selected at checkout  and an eligible street address/residential address. For more information and eligibility regarding same day delivery - click here

Orders shipping to New Zealand are shipped via Australia Post International Express Post. Orders to USA, Canada and select international locations will be shipped via DHL Express. *For APO, FPO, DPO & PO Boxes: Please contact Customer Experience for assistance. 

*Please note, transit delays due to; customs, public holidays, severe weather, and courier transit errors are not within our control. While we will do everything we can to assist with the resolution of this error, we are not responsible for lost or stolen packages or packages delayed in transit.

Shipping costs are as follows: 
Orders under $100 (AUD)Standard shipping: $9.95
Orders under $100 (AUD)Express shipping: $12.95

Orders over $100 (AUD)  Standard shipping: FREE
Orders over $100 (AUD)  Express shipping: $4.95
Orders over $150 (AUD)  Express shipping: FREE

If need be, our shipping estimates and costs can be found on our Shipping page, should you need this information in the future. If you find you need further assistance, please let us know and we'll be more than happy to help!

What is your shipping policy?

Thanks for getting in touch with us at Petal & Pup! 🌷 

We are always trying to get our hands on some more of our top requested styles, however we are not always able to provide an exact date for each style. 

If you have not done so already, be sure to go online and sign up to be notified should this item return. You can initiate this by clicking the desired size that is out of stock. This will prompt a pop-up. From this pop up, simply complete the requested fields. 😊   

Hope this helps – we have our fingers crossed! 💕

When are you expecting a restock?

Thank you for taking the time to reach out to us at Petal & Pup! 🌷

We would be happy to assist in helping you select the right size. 

You can view our 'size guide' on each product page which will show a pop up of the standard measurements of our garments.

If you would like to send through your measurements and any specific styles you had your eye on, we would be more than happy to help you make a judgement on size. 💖

How do I pick the right size?

All items returned due to sizing, fit or change of mind are accepted for store credit in the form of a gift card or exchanged for another item. Store credits are valid for 12 months and can be used towards the purchase of another item you love!   

Returns must be shipped back within 30 days from the date the order was received. This means, dropped off at your local post on or before 30 days from the date it was marked as delivered to you.    

If an item is received with manufacturing faults or is damaged in any way, we are happy to issue a refund back to the original method of payment following a photo of the fault or damage having been received. 

We hope this helps clarify our returns policy! For more details feel free to review our Returns Page. If you need any assistance with any particular styles, please be sure to get in touch with us again as we’re always happy to help. 🥰

What is your return policy?

AUSTRALIA RETURNS

If you are not completely happy with your purchase, we are happy to offer the option to return. Eligible returns shipped back within 30 days from the date of delivery are accepted for either store credit or exchange. 

Please follow the steps below to submit your return 💞  
Head to our Returns Portal here
Enter your order number and post code
Follow the prompts on our portal to obtain your return shipping label
Feel free to repack your items back in the original packaging. *Multiple orders cannot be combined
Attach your return shipping label to the outside of the return packaging.
Drop off your return at a local post office *Be sure your parcel is scanned as received at the time of drop off and obtain proof by requested a receipt

Once your return has been delivered to our warehouse, your store credit issued via email within 3-6 business days. Be sure to keep an eye on your junk folder in case the email ends up there! For more information on processing times, please review our Returns Page for more details. *Please note original shipping costs are non-refundable. ⭐️

NEW ZEALAND RETURNS

1. Head to our returns portal here 
2. Follow the prompts on our portal. You will need your order number and email address that was used to place the order. Exchanges are currently not available for New Zealand orders.
4. Your return label will be sent via email. *This may take up to 5 - 10 minutes to arrive in your inbox 
5. Print your return shipping label 
6. Feel free to repack your items back in the original packaging. * Multiple orders cannot be combined 
7. Attach your return shipping label to the outside of your package 
8. Drop off your return at your local post office 
9. Once your return is in transit, it will take 3 - 6 days for your store credit to be processed *Please note the original shipping costs are non-refundable 

INTERNATIONAL RETURNS

For international returns, please submit your return request through our portal and send the item(s) back to using the carrier of your choice within 30 days of your delivery date. 🤗

International returns can only be accepted for a refund as exchanges are not an option at this time.

Return processing may take up to 6 business days of receiving your return to complete. Please kindly note that duties, taxes, and VAT are not refunded on international returns. The cost of return shipping is at the customer's expense, we do not refund or add credit for the cost of return postage.  

We recommend you keep a copy of your return tracking number to allow you to track and monitor your return. 

For more information regarding our returns process and policy, I’ve linked our Returns page here. Please let us know if there is anything else we can assist you with and we’re happy to help!

How do I return my order?

Thank you for contacting us at Petal & Pup! You can view more shipping information below. 🌸

All orders are packed and shipped within *24 hours of placement, excluding weekends and public holidays. Sale periods may impact this time due to high volumes.

Orders placed after 2pm AEST on Monday - Friday will be shipped the following business day

Orders placed Monday - Friday for Same Day Delivery before 10am AEST will be received between 1-9pm local time. All orders placed after the 10am AEST cutoff time will be delivered the following business day.

When will my order ship?

Thanks so much for getting in contact with us at Petal & Pup! We are happy to help. 💜

I’ve just looked into this further and can see that your order has successfully processed in our system and the confirmation email has been sent to the email address originally entered at checkout.  

Your order is currently in the process of being packed by our fulfillment team - yay!

Please let us know if you have any further questions!

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