Returns

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What is your return policy?

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! Ret

How do I return an item?

Simply visit our returns portal below to begin your return. You will require your order number and postcode that was used when placing the order. We will only accept returned item(s) that have been booked using our returns portal. PETAL & PUP RETURNS

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. International

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 back to the original form of payment, store credit or an exchange (subject to availability) on any item

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 New Zealand. You will also be mailed a return confirmation email and there will be a link that will allow

How can I track my return / how long will it take?

You can track the status of your return through your returns confirmation email, or alternatively contact the Petal & Pup Customer Experience for assistance. Your return will be processed within 3-6 business days of being received at our warehouse an

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

Most local Australia Post locations are able to assist with printing your returns label. 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 yo

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. As our returns process is automated, if a single return shipping lab

Can I return an 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 postcode or email address used to place the order.

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 do I prepare my return packaging?

To ensure your return items make their way to us safely and are processed without delay, please package up your item safely and securely (feel free to re-use and re-seal our original shipping bag), stick the label to your return shipment using clear