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Petal & Pup

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. 

Ensure that you follow 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, bralettes, 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-to Return

Non-USA Returns

For returns in Australia, New Zealand and all other regions except the United States please download our returns form and send the item back to us.

Return address: PO Box 80, Clayfield QLD 4011, Australia

Returning is quick and easy! Simply, follow the steps below:

  1. Download the Non-USA Returns Form
  2. 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.
  3. If returning multiple orders, please use a separate Returns Form  for each order. 
  4. Feel free to repack your items back in the original packaging. 
  5. Include the completed Returns Form on the inside of your package.
  6. Organise the shipment of your return using the courier of your choice
  7. Once your return is received at our warehouse, it will take 3 - 6 days for your return to be processed.
  8. After processing has completed, an email will be sent containing your store credit in the form of a gift card. 

 

USA Returns

For returns from the USA please visit petalandpup.com/pages/returns


    Timeframe to Return

    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.

    Returns FAQ's 

    How much does it cost to return an item?

    Return costs can vary depending on carrier of choice and location. For estimated and more details on return postage costs, please contact the carrier of your choice. 

     

    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 below.

      

    How can I track the status of my return?

    The best way to track your return is by maintaining a copy of your return tracking number to monitor its progress while in transit. Once your return parcel has been received at our warehouse it can take 3-6 business days for processing to complete. 

    We are happy to provide information regarding the status of your return. Feel free to email us at contactus@petalandpup.com.au for assistance.  In order to better serve you, please include your return tracking number in your email. 

     

    How long does it take to process a return?

    Once your return parcel has been received at our warehouse it can take 3-6 business days for processing to complete. Please note, public holidays and high volumes may impact processing timeframes.

     

    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-to Return’.

     

    What do I do if I don’t have a printer? 

    If you do not have a printer, not to worry--you should be able print 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.

    Alternatively, you may include a hand written "return form" substitute using a piece of scrap paper. Just be sure to include; 
    your order number, name on the order and name of the items you're returning.

     

    Can I send more than one order in the same package? 

    Yes, If returning multiple orders, please use a separate Returns Form for each 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 ‘Return policy’. 

     

    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

     

    Terms & Conditions for Returns

    Faulty Products

    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. 

    Please note any refund for a faulty garment must be credited to the original card or account used at the time of purchasing the garment.

    If your preference is an exchange of product, but we do not hold stock of the same type or size, we are able to offer you a refund or a store credit to the value of the original purchase price of the garment.

    Outside the above timeframe, our goods come with guarantees that cannot be excluded under the Australian consumer law.

    You are entitled to:

    • A replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage; or
    • Have the goods repaired or replaced if the goods fail to be of acceptable quality and the fault does not amount to a major failure.

    A faulty item claim must be made within a reasonable time of receiving the goods. If a fault does not amount to a major failure in the garment, we are entitled to elect between providing you with a repair, replacement or other remedy.

    Should you seek compensation, you must provide documentary evidence of the alleged loss or damage suffered by reason of the fault or by reason of any failure of Petal & Pup to comply with a consumer guarantee under the Australian consumer law. The above policy is consistent with consumer rights under the Australian consumer law.

    Wrong Size or Change of Mind

    Subject to compliance with the above timeframes for returns, we will offer a store credit in the form of a gift card for a change of mind or for incorrect sizing if:

    • The garment has not been worn, altered and/or washed and is in pristine condition so that it can be re-sold.
    • The garment has not been damaged whilst in the customer's possession or during delivery.
    • The customer has proof of the garment purchase.
    • The original labels and swing tags are attached to garment.

    Note: ‘damage’ may include the presence of any fake tan, make up or other marks and the presence of the smell of cosmetics, perfume, deodorant, washing powder or other product and odours on the garment. 

    Additionally, If you have placed your order through AfterPay, your AfterPay payments will continue as scheduled until the full amount is paid for or until your return has processed and your store credit issued, whichever occurs first. 

    Other Conditions for Returns

    You must complete the Returns Form and enclose it with the goods you are returning. You do not need to email or contact us prior to sending your return but we do encourage this for faulty products.

    For orders returned from outside of the USA:

    The returns form and goods must be returned to the address at the top of this page and be receipted and processed by us before we are able to issue you a *refund or a store credit, whichever is applicable in the return case.

    We are unable to process *refunds or store credits until your item is received and has been inspected by us.

    The cost of return shipping is at the customer's expense for any return due to a change of mind or wrong size.

    We do not refund or add credit for cost of return postage. We inspect all return items upon receipt. Unless the product is faulty, if your returned goods are assessed as having been worn, damaged, altered, tags removed, or otherwise returned outside of the stipulated timeframe, we will notify you of this assessment and the goods will be returned to you.

    We do not accept responsibility for items that are lost or damaged by your chosen courier when being returned to us. We recommend you keep a copy of your couriers tracking number for your follow up.

    Unless the items are faulty, once we receive your return and subject to the conditions above, we will issue you a refund covering the cost of the item, excluding the shipping charges.

    We aim to process your return and send your credit note within 3 - 6 working days of receiving and inspecting your returned item.

    Unless the Petal & Pup items are faulty:

      • We do not offer exchanges. If you have returned your product due to a change of mind or incorrect sizing, we recommend placing a new order for the product in your required size (or other product).

      • We cannot hold items for exchange while we wait for your item to be returned.

      • For health reasons and personal hygiene, swimwear, underwear, activewear, bodysuits, bralettes, earrings and Loving Tan products are not eligible for return.

      • gift boxes can only be returned at Petal & Pup’s absolute discretion. Please email us first at contactus@petalandpup.com.au.

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