How long will it take for my order to arrive?
We offer express shipping on all Australian orders and for the orders over $100 we offer free express shipping.
If you placed an order before 12PM Monday-Friday it will be dispatched that same day and generally will be delivered the following business day if you live in an Australian metro area. If you live in an Australian regional area shipping may take up to 3 business days.
Orders placed after 12PM will be dispatched the following business day.
Orders placed after 12PM Friday will be dispatched Monday.
Our business hours are Monday to Friday 9AM-5PM AEST, unfortunately we do not operate on weekends and public holidays.
Some Brisbane, Gold Coast, Sunshine Coast and Ipswich suburbs are eligible for same day delivery with StarTrack Courier. Orders placed before 10am each business day, will automatically be sent with Star Track Courier for delivery between 1pm and 6pm the same day
I do not live in Australia, When will my parcel arrive?
We ship worldwide! Parcels generally take around 5-10 business days to reach you. Please send an email to firstname.lastname@example.org if your country is not an option at checkout.
Can I exchange my order for something else?
We issue store credits upon receipt of your return in which you can then use to purchase a new size or item.
How do I change something on my order?
If you need to change the address, size of an item or cancel the order please email us immediately! We process orders quickly and once your order has been processed we are unable to make any changes.
I ordered the wrong size, what can I do?
You are able to return your item for a store credit in which case you can re-purchase another size. Unfortunately we can not guarantee the size you are after will be in stock when we receive your return.
What is zipPay?
Buy now and pay later. Create an account with zipPay to make a purchase now and pay over time on an easy weekly or monthly basis interest free.
The item I want is out of stock! What do I do?
Occasionally we do restock styles but we do not have an accurate timeline when an item will be restocked in a certain style. To keep up to date with our restocked items be sure to follow us on Facebook and Instagram, you can also subscribe to be notified by email when we restock just by clicking on the product you are interested in and clicking the link found underneath the add to cart button.
Do you offer pre-order?
Unfortunately at this stage we do not offer pre-order on products.
Can you place an item on hold for me?
As we normally receive a limited amount of stock on styles and have a fast turnover on our products unfortunately we can not offer to put products on hold, this includes while we await to process customer returns. If you have fallen in love with a certain item we recommend purchasing it as quickly as possible to avoid disappointment!
I just purchased a gift card and haven't received it?
Gift cards will be emailed to the same email address used to make the purchase, this will be emailed out as the same timeframe for orders being dispatched. If you would like to leave a personalised message with your gift card please add this into the 'Notes' section at checkout.
How do I return an item?
To check if you are eligible for a return please read through our returns policy HERE.
We have a 14 day return policy from when the date of goods were delivered to you so just fill out the returns form that was provided with your order and send it back with your item to the following address:
PO Box 80
Clayfield QLD 4011 Australia
We recommend obtaining a tracking number for your return parcel as we do not compensate for lost returns.
Can I get a refund instead of a store credit?
Petal & Pup do not offer refunds on wrong selections or change of mind purchases in accordance to the Australian Consumer Law and our Returns Policy.
In the unlikely case you have received a faulty item we will offer a replacement for that item. If we are unable to offer a replacement for that item we will then issue you a full refund.
Why haven't I received my store credit?
Once we receive your return please note it may take up to 2 business days for us to process your store credit. Store credits are processed to the same email address used to make the order, unfortunately these emails sometimes get forwarded to junk mail so be sure to check to see if it has ended up there. If you are still concerned you have not received an email with your store credit please email us at email@example.com
How do I use my store credit?
To use your store credit you just need to enter the code into the discount code field at checkout and click the apply button to apply to discount to your purchase.
How long is my store credit valid for?
All store credits are valid for 6 months from the date of issue.
What do I do if my item is faulty?
We inspect all garments before shipping them out to you to maintain a high standard of quality. However in the unlikely case you have found a manufacturing fault please email us at firstname.lastname@example.org with a picture of the product fault so we can assist you and resolve the issue as quickly as possible. We will offer an exchange for the faulty item if it is still available and if not a full refund will be issued.
How do I contact you?
You can contact us by filling out a form on our "Contact Us" page HERE or feel free to email us at email@example.com
Why haven't I received a response from you?
Our business hours are Monday to Friday 9AM-5PM AEST, unfortunately we do not operate on weekends and public holidays. We endeavor to reply to all emails within 48 hours and apologise for any delayed responses.
Remember to tag us in your photos on Facebook (facebook.com/petalandpup) and Instagram @petalandpup.
We love seeing how you guys rock your new outfits and style your new Petal and Pup pieces!