Returns

If you're not completely satisfied with your purchase, we gladly offer you the option to make a return. Please carefully review the following conditions to determine your eligibility for the return process.

To ensure a prompt and accurate processing of your return, please take note of the following:

• Eligible returns are to be sent back within 30 days from the date of delivery and can be returned for a refund, store credit or exchanged for another item. 
• Items must be in new and unused condition, with all original labels and tags still attached.
• Items must be unaltered, undamaged, and unwashed. They must also be free from any markings, makeup, self-tanner, odours, pet hair, perfumes, deodorant, and laundry detergent.
• Regrettably, for health and hygiene reasons, underwear, activewear, bracelets, earrings, necklaces and hats cannot be returned.
• To qualify for credit, swimwear and bodysuits must be returned with the hygiene sticker intact.
• Shoes must be tried on indoors and should be free of any scuffs or marks.
• Original shipping costs are non-refundable
• Petal & Pup is not responsible for non-Petal & Pup items mistakenly returned, as we may not be able to recover these items.

REFUNDS:
To receive a refund for your return, select the option for refund when submitting your return. Refunds will be issued back to the original form of payment after processing. Processing begins after the return has been delivered to our warehouse and may take up to 3 - 6 business days. Please allow up to 7 business days for funds to post to your account. Please note, If returning for a refund, a $9.95 return fee will be deducted from your refund amount. Please note, Petal & Pup is not responsible for non-Petal & Pup items mistakenly returned, as we may not be able to recover these items.

STORE CREDIT:
To receive a store credit for your return select the option for store credit when submitting your return. Processing begins after the return has been delivered to our warehouse and may take up to 3 - 6 business days. Store credit will be issued in the form of a gift card which will be sent to the email used to place the order.

Please note: Currently, we are unable to process exchanges for orders shipped to New Zealand and international locations.

• Exchange and "Shop Now" requests are not guaranteed and will be shipped within 1 to 2 business days once your return has finished processing. 
• All Exchange and "Shop Now" orders are shipped via standard delivery, as expedited shipping methods are not available at this time.
• If the item you've requested for exchange is out of stock, your original form of payment will be credited automatically for your return.
• Please be aware that new discount codes, gift cards, or store credit cannot be applied to exchange or "Shop Now" requests.
• If you originally used a discount on your purchase and you wish to exchange for the same item in a different size with the discount applied, proceed with the exchange process, and your return will be processed with the original discount amount for each item.
• We are unable to process exchanges for items that have already been exchanged. If this is the case, you can return the item for refund or store credit and place a new order.

INSTANT EXCHANGES
For your convenience, we offer "Instant Exchanges," allowing you to create your exchange order immediately when you submit your return request.

Please note that a temporary authorization will be placed on the provided credit card for the full amount of the exchange order for 7 business days. If your 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. Ensure that your parcel is scanned as received when you drop it off and obtain proof by requesting a receipt.

Regrettably we are unable to make any changes to Instant Exchanges, as our system does not allow us to make any edits once processed.

Lastly, please remember that all orders, whether for exchange, "Shop Now," or instant exchanges, are subject to our standard return policy.

For returns from outside Australia or New Zealand, please submit your return request through our portal and send the item back using the carrier of your choice. Please note:

• International returns, with the exception of New Zealand can only be accepted for a refund or store credit at this time.
• The processing of returns may take between 3-6 days once your parcel is received at our warehouse.
• Please be aware that we are unable to process refunds or store credit until we have received and inspected the returned item/s.
• Duties, taxes, and VAT are non-refundable on international returns, and the cost of return shipping is the responsibility of the customer. We do not provide refunds or credits for return postage costs.
• We recommend retaining a copy of your return tracking number to monitor your return, as we cannot assume responsibility for items that are lost or damaged by your chosen courier during the return process. 

If you believe your product is damaged or faulty, please contact us through our contact form, providing a description and a photo of the fault. 

• Items marked as ‘final sale' can be returned for store credit or exchanged, except in cases of a faulty or incorrect item. Exchanges for the same style and colour will depend on product availability. If all sizes are unavailable, the option to exchange via 'Shop Now' is available. 

If your purchase falls under a Buy 1 Get 1 Free promotion, the following rules apply:

• The 'paid' item is eligible for return, which can be returned for refund, exchanged through 'Shop Now,' or for store credit.
• The 'free' item is only eligible for an inline exchange.

If you have placed your order using one of these options, your payments will continue as scheduled until the full amount is paid. You will then receive credit to the original form of payment for the total amount, less the original shipping and return shipping costs, allowing you to purchase something else you love from Petal & Pup.

To be eligible for refund, store credit or exchange, a return request must be submitted. There is no need to contact us before sending your return, although we encourage this practice for faulty products. We cannot accept responsibility for items lost or damaged by your chosen courier during the return process.

Upon receiving your return items, we conduct a thorough inspection. Unless the product is faulty, if your returned items show signs of wear, damage, alteration, missing tags, or fall outside the specified time frame, we will inform you of this assessment, and the goods will be returned to you. In the absence of faults, once we receive your return, and it adheres to the outlined conditions, we will issue a store credit for the item cost, excluding shipping charges.

More questions? Check out our Returns FAQs here!