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.
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 firstname.lastname@example.org
- 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 email@example.com.
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 firstname.lastname@example.org 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 email@example.com 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.
Please use the below as a general guide based on Australian standard sizing. We stock a range of labels so sizing may vary. Please see product description for further sizing information or send us an email and we will be able to assist you.
Some items will have exact measurements of the sizes in their description, please note these are flat measurements of the garment in centimetres. Please check our returns policy before purchasing.
Need to find the perfect fit?
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.
*Flooding in Brisbane and other areas of Southeast Queensland
While conditions are now improving in most areas, it is expected that some customers will see a 24 hour delay on normal delivery time over the next couple of days.
Lismore and surrounding areas have been badly impacted by flooding and some delivery delays in this area will be inevitable.
StarTrack Courier services are resuming March 03, 2022 and drivers will be delivering everywhere that they can access.
The Bruce Hwy between Brisbane and Sunshine Coast re-opened in the afternoon, February 28, 2022.
We do our best to process and ship orders as soon as possible, so while we would love to-- regrettably we cannot always honor these changes or cancelations.
Requests for address changes or order cancelations should be submitted as soon as possible and before your order has shipped.
Kindly note that we can cannot add items, swap items to a different style or change sizes.
Please send your request to firstname.lastname@example.org and be sure to include your order number and the keywords “order change” in the subject line. For address changes please include the new address in the body of the email. Please note, weekends, public holidays and high volumes may impact our ability to attend to every request.
We do our best to process and ship orders as soon as possible, so while we would love to-- regrettably we cannot always honor these changes or cancelations.
Requests for address changes or order cancelations should be submitted within 3 hours from the time the order was placed. Please send your request to email@example.com and be sure to include your order number and the keywords “order change” in the subject line.
For address changes please include the new address in the body of the email. Please note, weekends, public holidays and high volumes may impact our ability to attend to every request.
Once your order has been processed, we unfortunately cannot apply your store credit or refund you a partial amount. Please ensure that your code has been successfully applied at the checkout prior to placing your order by entering into the discount code field at checkout and clicking apply.
All of our prices on our website are listed in Australian dollars (AUD).
We accept Visa, MasterCard, PayPal and Afterpay as valid payment methods on our website. We do not offer AMEX at this time – apologies for any inconvenience.
We have restocks landing daily, however we do not have a specific timeframe for when items will be restocked. Please be sure to subscribe to the back in stock notification on any items you are interested in so you can be first to know when they make a comeback online!
Simply select the sold out size you were after which has an ‘X' over the top, and a notice will appear which says ’notify me when this product is available’. Please enter your email address in the field that is prompted under this notice and be sure to click the ‘send’ button.
Unfortunately at this stage we do not offer pre-order on our products.
All of our products are listed in AU sizing. Please see our sizing chart here if you require a sizing conversion. If you are still unsure about your size, please be sure to email our customer care team – we will do our best to ensure you find your perfect fit!
We stock a variety of clothes from different suppliers so our garments may not be exact to our size guide. Fit may also depend on style, material and design.
Most of our products have the approximate flat front measurements listed in the description to help you decide which size to go for.
Using our flat front measurements, when doubled, should be a little more than your actual bust and waist measurement (depending on desired fit and garment stretch).
Yes, sale items are eligible for return! Our return policy applies to both sale and regularly priced items. For information on our return policy please see our Returns page
We’re sorry to hear the discount code did not work on your first attempt to use it. Be sure to verify the quantity of items in your cart qualifies your order for the discount code you are trying to use. At checkout enter your discount code in the box that says “gift card or discount code”, then apply.
If for some reason you are still experiencing difficulty with your code please feel free to get in touch with our Customer Experience team at firstname.lastname@example.org. We are always happy to help.
While we are not able to guarantee the size you are after will be available, we are happy to offer the purchase of the same item in another size at the original sale price.
Our business hours are Monday to Friday 9AM-5PM AEST and we unfortunately do not operate on weekends and public holidays. We endeavour to reply to all emails within 48 hours and apologise for any delayed responses out of this timeframe.
Please kindly note that if follow up emails are sent before receiving our response, this will unfortunately push your request to the back of our queue.
Our Petal & Pup HQ is located in Brisbane, Australia.
We are exclusively an online store and do not have any physical storefronts at this stage. Please contact us if you have any sizing or styling queries!
We process and ship orders within 24 hours of being placed. If your order is placed Friday after 3pm AEST it will ship the following business day. However, with higher volumes minor delays should be expected.
In four simple payments available instantly at checkout.
Select Afterpay or Klarna as your payment method.
Complete your checkout in seconds.
Pay over 4 equal payments.
PAY EVERY TWO WEEKS
With Afterpay, you’ll make your first of four payments at the time of purchase. With Klarna, your first of four payments will be charged once your order ships. Every two weeks, the remaining three payments will be automatically deducted from your chosen payment method.
For cross border transactions, the exact amounts due will display in your local currency when you checkout with Afterpay or Klarna, prior to confirming your purchase.
FOUR PAYMENTS, ZERO INTEREST
Enjoy no additional interest or fees when you pay on time.
ALL YOU NEED IS:
An Australian or New Zealand debit or credit card.
To be over 18 years of age.
To be a resident of Australia or New Zealand.
Late fees apply.
You must be over 18, a resident of AU or NZ, and meet additional eligibility criteria to qualify. Late fees may apply. Estimated payment amounts shown on product pages exclude taxes and shipping charges, which are added at checkout. Click here for complete terms.
See payment terms. A higher initial payment may be required for some consumers.