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Returns

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15 articles

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Exchanges

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International Returns

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Articles

What is your return policy?

If you are not completely happy with your purchase, we are happy to offer the option to return. Please read the following conditions carefully to ensure you are eligible to return. To ensure your return is processed promptly and correctly please note

How do I return an item?

Returning using our portal is quick and easy! Simply, follow the steps below:. *We do not currently provide return shipping labels for international returns. Simply click the link below to begin your return. You will need your order number and shippi

New Zealand | How do I return an item?

Returning using our portal is quick and easy! Simply, follow the steps below:. 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. NZ RETURNS CLICK

How long do I have to return an item?

Please return unwanted items within 30 days from the date of delivery. The return window begins from the date of delivery to the date the item is postmarked for return. Transit delays will not impact this time frame.

How much does it cost to return an item?

We are happy to provide our Australian and New Zealand based customers with a return service through our very own Petal & Pup returns portals. Returning using our portal is simple and cost effective at $9.95 AUD/NZD per return shipment. For tracking

What do I do if I receive a faulty item?

We are so sorry that you have received a faulty item but we would love to have this resolved for you as soon as possible!. We will offer a refund, store credit or an exchange (subject to availability) on any item purchased from Petal & Pup if the gar

I haven't received my return label, what should I do?

Once you’ve submitted your return request via our portal your return label will be available for immediate download if located in Australia or sent via email if located in NZ. This may take 5 - 10 minutes to land in your inbox but be sure to check yo

How can I track the status of my return?

We happily provide a confirmation email when your return has been processed. Once your return parcel has been dropped off with the local post you can expect to receive the confirmation email within 24 hours. If you have not received an update via ema

How long does it take to process a return?

If you've used our return portal you can expect to receive an email confirming your return has been received and a credit issued in the form of a gift card within 3 - 6 business days of your return parcel being received at our warehouse.

I don't have a printer, how can I print my return label?

Most local Australia Post locations are able to assist with printing. Just ask your post office staff member to print the label for you by using the label on your mobile phone's email app. Alternatively, you should be able print your return shipping

Can I send more than one order in the same return package?

Regrettably, multiple orders cannot be combined in one package at this time. When a return is submitted in our system, a label is generated specifically for the items in that order. If a single return shipping label is used to return items from multi

Can I return and item I received as a gift?

Yes, gifts are eligible for return, simply proceed to our returns page to start your return. All you’ll need is the order number and the shipping zip code.

I recently exchanged my order, why was I charged again for this order?

It’s possible that you may have submitted an instant exchange where you would have been prompted to provide your credit card information before completing your exchange. If the return is not sent back within 21 days from the date of return submission

How much does it cost to return an item?

We are happy to provide our Australian and New Zealand based customers with a return service through our very own Petal & Pup returns portals. Returning using our portal is simple and cost effective at $9.95 AUD/NZD per return shipment. For tracking

How do I prepare my return packaging?

To ensure your return items make their way to us safely and are processed without delay, please follow these easy steps! Securely package all return items as listed on your return confirmation. We recommend using the original packaging, but if this h