RETURN POLICY
If you are not completely happy with your purchase, please read our returns policy and conditions carefully to ensure you are eligible to return. All eligible returns are accepted for store credit in the form of a gift card.
Please note the returns process for your location to ensure the return is processed promptly and correctly.
- Items must be returned within *45 days from the date of delivery, in new and unused condition with all original labels/tags attached.
- Items must be unaltered, undamaged and unwashed, while in the customer’s possession.
- 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, bracelettes, earrings and Loving Tan products are not eligible for return.
- Shoes must be tried on indoors.
For more detailed information please review our Terms & Conditions for Returns below.
How do I return an item?
Returns | Australia & New Zealand
Returning using our portal is quick and easy! Simply, follow the steps below:
- Head to our returns portal here
- Follow the prompts on our portal. You will need your order number and email address that was used to place the order
- You will be prompted to pay $9.95 AUD/NZD per return shipment. This payment can be made via credit card.
- Your return label will be sent via email. *This may take up to 5 - 10 minutes to arrive in your inbox
- Print your return shipping label
- Feel free to repack your items back in the original packaging. * Multiple orders cannot be combined
- Include the half with the merchant instructions on the inside of your package
- Attach the half with your return shipping label to the outside of your package
- Drop off your return at your local post office
- Once your return is in transit, it will take 3 - 6 days for your store credit to be processed *Please note the original shipping costs are non-refundable
AU & NZ Returns Click Here
Returns | Outside of Australia & New Zealand
Return address: PO Box 80, Clayfield QLD 4011, Australia
Returning is quick and easy! Simply, follow the steps below:
- Download the Returns Form
- Follow the prompts to complete the form. You will need your order number, name on the order and name of the items you're returning.
- If returning multiple orders, please use a separate Returns Form for each order.
- Feel free to repack your items back in the original packaging.
- Include the completed Returns Form on the inside of your package.
- Organise the shipment of your return using the courier of your choice
- Once your return is received at our warehouse, it will take 3 - 6 days for your return to be processed.
- After processing has completed, an email will be sent containing your store credit in the form of a gift card. *Please note the original shipping costs are non-refundable
Outside AU or NZ Click Here
Returns | Orders placed on our US store - petalandpup.com
If you ordered from our USA/Canadian store at petalandpup.com, please visit Petal & Pup USA Returns Page.
What is your return policy?
- Items must be returned within *45 days from the date of delivery, in new and unused condition with all original labels/tags attached
- Items must be unaltered, undamaged and unwashed, while in the customer’s possession.
- 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 and Loving Tan products are not eligible for return
- Shoes must be tried on indoors
For more detailed information please review our Terms & Conditions for Returns below
How long do I have to return an item?
Please return unwanted items within 45 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.
* To accommodate restrictions due to COVID-19, we have temporarily extended our return time frame to 45 days.
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 portal. 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 sent via email. 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 locating your return label in your inbox 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 automatic tracking updates via email, so you don’t have to! Once your return parcel has been dropped off with the local post you can expect to receive return status updates via email. 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?
Once your return parcel has been dropped off with the local post 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. Please note it can take 2 - 4 business days for the gift card email to arrive in your inbox.
Do you offer exchanges?
Regrettably, we cannot process exchanges due to a fast turnover of stock. 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 sale items?
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 refer to the section ‘What is your return policy?’ found above.
Can I return an item I received as a gift?
Yes, gifts are eligible for return for store credit. For assistance, please get in touch with our Customer Experience team at contactus@petalandpup.com.au. In your email, please include the order number and/or name of the gifter along with the item number found on the swing tag. This will allow us to better assist you with this process.
