ORDERS
Can I change my size or cancel my order after it has been placed?
Please email our customer care team as soon as possible! Our team work very swiftly to ensure your order is packed and shipped out to you as soon as possible, so we cannot guarantee your required changes will be applied. Nevertheless, we will do our very best to try and accommodate your request. Kindly note that we can cannot swap items to a different style.
I accidentally entered the incorrect shipping address – can you change it for me?
Please contact us immediately with your correct address. If your order has not yet been shipped we may be able to amend your shipping label accordingly, however if your order has already been packed and/or dispatched then we sadly cannot make any changes for you.
I forgot to enter my store credit code! Can you apply it for me?
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.
What currency are your prices in?
All of our prices on our website are listed in Australian dollars (AUD).
What payment methods do you accept?
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.
SHIPPING
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.
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 2-4 business days after the order has been dispatched. For all other international destinations, your order should reach you within 3-10 business 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.
PRODUCTS
When do you restock your items?
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!
How do I subscribe to the back in stock notification on an item?
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.
Do you offer pre-order?
Unfortunately at this stage we do not offer pre-order on our products.
SIZING
What sizing are your items in?
All of our products are listed in Australian 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!
Are your garments true to size?
Please note that as we stock a variety of clothes from different suppliers, our garments will not be exact to our size guide. Sizing may also depend on style, material and fit.
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 few centimeters more than your actual bust and waist measurement (depending on desired fit and garment stretch).
RETURNS
How do I return an item?
To check if you are eligible for a return, please read through our returns policy carefully here.
You do not need to contact us prior to lodging your return. To return an item back to us, you just need to fill out the returns form that was included with your order and send this back along with your item to the following address: PO Box 80, Clayfield, QLD, 4011
Upon receiving your return, we will issue you a store credit that you can then use to purchase another size or item that you love!
Please be sure to obtain a tracking number for your return parcel, as we cannot compensate for any returns that are lost in transit.
Can I return my item for a refund?
We do not offer refunds on any purchases unless the item is deemed faulty. This also applies to purchases made via Afterpay. For items returned due to purposes such as sizing, change of mind, or wrong selection, we will offer a store credit to purchase another item from our website.
Where is my store credit?
Upon receiving your return we will begin processing. Processing may take 2 - 4 business days. Once processed, your store credit will be issued in the form of a gift card which you can then use to purchase another size or item that you love!
An email containing your store credit details will be sent to the same email address used to place your order. Unfortunately the email can sometimes be forwarded to your junk mail folder, so please be sure to check up on this folder in case it has ended up there. If you have any issues locating or using your store credit, please email us so we can assist you.
How long is my store credit valid for?
All store credits are valid for 6 months from the date of issue.
Can I drop off my return?
Our warehouse is not open to the public so we cannot offer in-person returns at this time – we apologise for any inconvenience!
Do you offer exchanges?
Unfortunately we cannot process exchanges due to a fast turnover of stock. We recommend returning your original item back to us and using your credit note to reorder the item or size you wish to exchange for.
Can you hold an item for me while you wait for my return?
Unfortunately, we cannot place items aside for customers. If you have fallen in love with a certain item, we would recommend purchasing it as quickly as possible to avoid any disappointment!
I think my item is faulty, what should I do?
Oh no! We do inspect and steam all of our garments prior to sending these out to our customers to maintain a high standard of quality. However, if on the very rare occasion you do happen to receive a faulty item, please email us right away at contactus@petalandpup.com.au so we can take the best possible course of action for you. Please be sure to include your order number, the product name and image/s of the fault.
Faulty items do not include those that have already been washed and/or worn by the customer. If damage occurs after the customer has used the product, we cannot accept a return due to fair wear and tear.
Please note that loose threads are not considered to be a manufacturing fault. This occurs naturally during the manufacturing process and these can easily be cut off without damaging your garment.
CONTACT US
How do I contact you?
You can contact us by filling out a form on our “contact us” page here, or please feel free to email us at contactus@petalandpup.com.au. We are also available on live chat Monday to Friday from 9AM – 5PM AEST if you require an immediate response!
Why haven’t I received a response from you?
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.
ABOUT US
Where are you located?
Our Petal & Pup HQ is located in Brisbane, Australia.
Do you have any storefronts where I can try on clothes?
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!
PROMOTIONS
Promotions are not in conjunction with any other offer and not valid when purchasing gift vouchers. Any discount offered via SMS, Email, 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.
