When will I receive my order?

If you place an order before 10AM AEST on any business day then it will generally be delivered the following business day if you live within an Australian metro area. Please allow an additional 2-3 business days if you live regionally.

Please note Australia Post do not operate on weekends or public holidays. For example, if you place an order before 10AM AEST on Friday, then it will be delivered the following Monday.

We also use StarTrack same-day courier on Brisbane and surrounding areas! You can check if you are eligible for this service here.

*Please note 
 Increased volumes and workforce capacity constraints may cause a 3 day delay for parcels destined for Victoria. 

I live outside of Australia, when will my parcel arrive?

We ship worldwide! Orders shipped to New Zealand, US or Canada are expected to be delivered within 3 - 6 days after the order has been dispatched. Some delays may occur due to impacts COVID-19. For all other international destinations, your order should reach you within 3-14 days.

I still haven’t received my order! What should I do?

Please check your tracking information that was emailed to you and ensure you read through our shipping page to see the estimated timeframe for your destination prior to reaching out to us. Please note there may be some delays in transit out of our control (such as a parcel being held in customs), which Petal & Pup are not responsible for.

If you have any troubles with the delivery of your parcel or the order has far exceeded the estimated delivery timeframe, please email us so we can investigate further for you.

Why is my parcel being returned back to you?

Any parcels that are incorrectly addressed or have been left unclaimed at the post office after the fixed timeframe will be returned back to our warehouse via Return to Sender. If your parcel is returned back to us and you wish to have your order redelivered to you, you will incur a fee for a second round of shipping due to the fee imposed by Australia Post.

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 the following:

- Eligible returns shipped back within 30 days from the date of delivery are accepted for either store credit or exchange. 

- Items must be in new and unused condition with all original labels/tags attached.  

- Items must be unaltered, undamaged and unwashed and free from any markings, make-up, self tanner, odours, pet hair, perfumes, deodorant and washing powder.

- For health reasons and personal hygiene, swimwear, underwear, activewear, bodysuits, bracelets, earrings, necklaces and Loving Tan products are not eligible for return.

- Shoes must be tried indoors and free of any scuffs or markings

-Items marked “Not Eligible for Return” are not able to be returned, no exceptions can be made at this time.

-Items marked "FINAL SALE" are not eligible for return for a refund or store credit. Exchanges for the same style/color can be made depending on product availability. 

-If you believe your product is damaged or faulty please send a photo and description of the fault along with the order number to contactus@petalandpup.com.au 

- Original shipping costs where applicable are non-refundable

- Returns for Store Credit will be less a $9.95 return fee per return shipment.

- Petal & Pup is not responsible for non-Petal & Pup items mistakenly returned, as we may not be able to recover these items.

HOW DO I RETURN AN ITEM?

For details on how to return, please visit our Returns Page here.

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.

* Orders placed between November 24 - December 24 will have an extended return window for the holidays. Returns for eligible orders must be shipped within 60 days from date of delivery.

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 and carrier accountability, multiple orders are not able to be returned in the same package.

WHAT DO I DO IF MY RETURN IS FAULTY?

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 garment:

Has a genuine manufacturing fault; and/or,Does not correspond with descriptions given to you

A faulty item claim must be made within a reasonable time of receiving the goods. Please email your order number, a description and photo of the fault to contactus@petalandpup.com.au.

You can expect to hear back from us within 1 - 2 business days. 

For more detailed information please review our Terms & Conditions for Returns

I HAVEN’T RECEIVED MY 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 your spam or junk folders as well.

If you are still having difficulty obtaining your return label please email our Customer Experience team at contactus@petalandpup.com.au for assistance. We will be happy to help!

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 email within 72 hours from the date your return was shipped please email us at contactus@petalandpup.com.au for assistance.

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 72 hours of your return parcel being dropped off with the local post.

Please note if you've shipped your return using your own carrier it may take 3 - 6 business days from the date your return is received at our warehouse for processing to complete.

DO YOU OFFER EXCHANGES?

Yes, we offer exchanges for all order shipped within Australia.

To exchange, simply head to our return page to start a return. From there you’ll have the option to elect for an exchange or can shop now!

Regrettably, we cannot process exchanges for our New Zealand or International Customers yet.

For a different item, color, size or style simply return your current item back to us and place a new order for the item you would like instead.

To make a return, please follow the steps listed in the section 'How Do I Return an Item?’ found above.

WHAT DO I DO IF I DON’T HAVE A PRINTER?

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 label at stores that specialize in print/copy services. If you do not know of any locations close to you try searching the web using your postal code to locate a print/copy service location near you.

CAN I SEND MORE THAN ONE ORDER IN THE SAME 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 multiple orders, the store credit received will only be for the items associated with that shipping label. To ensure you receive a store credit for all of the items returned, please be sure to use the appropriate label associated with the corresponding order.

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 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 the credit card provided will be charged the full amount of the exchange order. Feel free to contact our Customer Experience team for assistance with this return.

Promotions are not in conjunction with any other offer and not valid when purchasing gift vouchers.

Any discount offered via SMS, Email, Social Media Post or given in person are subject to the following conditions:

- Promotions are only valid during a specified time frame, which will be noted below the offer.

- Discount offerings are not to be used in conjunction with any other offer.

- Promo codes are one use per customer and available on full price products only, unless otherwise specified.

- Gift with Purchase offers are available during certain promotional periods. Quantities are limited and offer is not guaranteed. There will not be substitutions in the event that the items have run out of stock due to limited quantities. Qualifiers may apply, please check individual offer for details.