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Shipping
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How do I update my shipping address?
We do our best to process and ship orders as soon as possible, so while we would love to-- regrettably we cannot always honor these changes or cancelations.
Requests for address changes or order cancelations should be submitted as soon as possible. Please send your request to contactus@petalandpup.com and be sure to include your order number and the keywords “order change” in the subject line. For address changes please include the new address in the body of the email. Please note, weekends, public holidays and high volumes may impact our ability to attend to every request.
When will I receive my order?
The delivery date will depend on when your order is placed and the shipping method selected. All orders placed Monday - Friday before 2pm PDT will ship the same day. Orders placed during weekends and public holidays will be shipped the following business day. The estimated transit times can be found on our shipping page here.
I still haven’t received my order! What should I do?
If you've yet to receive your order we recommend you first check your tracking information to confirm whether your order is outside of the estimated delivery window for the selected shipping method.
If you are experiencing any issues with the delivery of your parcel or if the order has far exceeded the estimated delivery time frame, please get in touch with us as soon as possible so we can assist you. We can assist by filing a missing parcel investigation with our carrier on your behalf. The investigation can take between 7 - 10 business days and may require a signed affidavit as well as your complete cooperation with the investigation requirements. If the claim is approved a refund will be issued to the approved form of payment.
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 your order will be refunded within 7 business days from the date we receive it in our warehouse.
Which countries do you ship to?
We ship to over 80 countries worldwide! At checkout you’ll have the option to select the ship-to country from a drop down list. If for some reason you cannot find the ship-to country you’re looking for feel free to get in touch with our Customer Experience Team for assistance.
How is COVID-19 impacting the shipping and delivery time?
While it’s business as usual here at Petal & Pup many of our carriers have experienced delays due to changes in work-safety compliance to combat the spread of COVID-19. If you require delivery by a specified date, please review our estimated shipping time frames to ensure your order will arrive on time.
How do I track my order?
Once your order is shipped, you will receive an email notification with a link to track your shipment. This link will route you to view the tracking details as your order makes its way to you.
From this page you’ll also have the ability to sign up for text alerts that provide updates on the status of your package.
What if my order is not received?
If your order has not been delivered within the estimated window, please contact our Customer Experience Team at contactus@petalandpup.com as soon as possible. Please be sure to include your order number and confirm your shipping address.
It is not uncommon for a carrier to mark an order as delivered 2 - 3 days before it is actually delivered. Be sure to check with housemates and neighbors to see if they accepted the package on your behalf.
Do you deliver to PO boxes?
For APO, FPO, DPO & PO Boxes: Please contact Customer Experience for assistance.
How do I update my shipping address?
We do our best to process and ship orders as soon as possible, so while we would love to-- regrettably we cannot always honor these changes or cancelations.
Requests for address changes or order cancelations should be submitted as soon as possible. Please send your request to contactus@petalandpup.com and be sure to include your order number and the keywords “order change” in the subject line. For address changes please include the new address in the body of the email. Please note, weekends, public holidays and high volumes may impact our ability to attend to every request.
What if my order is delivered to the wrong address?
We are so sorry to hear that your order was delivered to the incorrect address!
Please contact our Customer Experience Team at contactus@petalandpup.com as soon as possible. Be sure to include your order number and confirm your shipping address, so we can have this resolved for you as soon as possible.
Will I be charged for customs fees?
Customs fees, such as duties and taxes will be estimated at checkout. For orders shipped to Canada, duties & taxes are due at checkout where applicable. While we do our best to ensure the calculation of these fees are correct we regrettably cannot guarantee additional fees will not be due at the time of delivery.
We suggest contacting your local customs office if you are unsure of the applicable taxes and customs fees that are relevant to your purchase.
What if I no longer want my order due to customs fees?
If you no longer wish to receive your order due to applicable customs fees we’ll do our best to have the parcel returned to our warehouse. However, the customer will be responsible for fees associated with the handling of the abandoned order and this amount will be deducted from the refund amount.
Do you offer rush shipping options?
We currently offer three shipping options that are faster than our standard shipping method. Priority 2 - 4 business days, Express 2 business days and Overnight.
How do I return an item?
Returning using our portal is quick and easy! Simply, follow the steps below:
1. Head to our returns portal here
2. Follow the prompts on our portal to obtain your return shipping label
3. Feel free to repack your items back in the original packaging. *Multiple orders cannot be combined.
4. Attach your return shipping label to the outside of the return packaging.
5. Drop off your return at a local post office, be sure your parcel is scanned as received at the time of drop off.
6. Processing times may vary depending on your desired return outcome. For more details on processing times, please review our full policy below. *Please note original shipping costs are non-refundable
*We do not currently provide return shipping labels for international returns. Please see details for international returns below
What is your return policy?
If you are not completely happy with your purchase, we are happy to offer the option to return. Please read the following conditions carefully to ensure you are eligible to return.
To ensure your return is processed promptly and correctly please note the following.
- Eligible returns shipped back within 30 days from the date of delivery are accepted for either refund, store credit or exchange.
- If returning for a refund $7.95 will be deducted from your refund amount.
- Items must be in new and unused condition with all original labels/tags attached.
- Items must be unaltered, undamaged and unwashed and free from any markings, make-up, self tanner, odors, pet hair, perfumes, deodorant and detergent.
- For health reasons and personal hygiene, swimwear, underwear, activewear, bodysuits, bracelets, earrings, necklaces and Loving Tan products are not eligible for return.
- Shoes must be tried indoors and free of any scuffs or markings
-Items marked “Not Eligible for Return” are not able to be returned, no exceptions can be made at this time.
-Items marked "FINAL SALE" are not eligible for return for a refund or store credit. Exchanges for the same style/color can be made depending on product availability.
- If you believe your product is damaged or faulty please send a photo and description of the fault along with the order number to contactus@petalandpup.com.
* A faulty item claim must be made within 14 days time of receiving the goods.
- Original shipping costs where applicable 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.
Where is my refund?
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.
A confirmation email regarding your refund 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 questions or concerns regarding your refund, please email us so we can assist you.
How long do I have to return an item?
Please return unwanted items within 30 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.
How much does it cost to return an item?
If you are returning from within the contiguous United States we provide our customers with a return service label for just $7.95 USD per return shipment.
Returns outside the contiguous United States should be shipped back using the carrier of your choice. Regrettably are not able to quote.
Why have your shipping & return prices increased?
We are sorry but yes, it's true. Due to the impact peak volumes have had on shipping streams, our carriers have raised their rates. We have regrettably had to implement an increase in both our original return and shipping charges. We truly wish were were able to take on these increases and hope to be able to lower these costs soon.
What do I do if my item 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 14 days of receiving the goods. Please email your order number, a description and photo of the fault to contactus@petalandpup.com. You can expect to hear back from us within 1 - 2 business days.
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 immediately available for download. If you are still having difficulty obtaining your return label please email our Customer Experience team at contactus@petalandpup.com for assistance. We will be happy to help!
How can I track the status of my return?
We happily provide a confirmation email when your return has been processed. Once your return parcel has been dropped off with the local post you can expect to receive the confirmation email within 24 hours. 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 for assistance.
How long does return processing take?
Processing will vary depending on your requested return outcome.
Refunds: 3 - 6 business days after the return has been delivered to our warehouse.
Store Credit 7 Exchanges: 1 - 2 business days after the return label provided is scanned in transit
Please note, refunds may take 3-6 business days for the funds to show in your account.
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 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 refund received will only be for the items associated with that shipping label. To ensure you receive a refund 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?’.
Can I return an item I received as a gift?
Yes, gifts are eligible for return, simply proceed to our returns page to start your return. All you’ll need is the order number and the shipping zip code.
Can I return my item for a refund?
All eligible returns that adhere to our return policy are able to be returned for a refund.
Where is my refund?
Once your return has been scanned in transit with the carrier your refund will be processed. A confirmation email regarding your refund 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 questions or concerns regarding your refund, please email us so we can assist you.
Can I drop off my return at your warehouse?
Our warehouse is not open to the public so we cannot offer in-person returns at this time – we apologize for any inconvenience!
Do you offer exchanges?
Yes, we offer exchanges for all order shipped within the contiguous USA.
To exchange, simply head to our return page to start a return. From there you’ll have the option to elect for an exchange or can shop now!
I recently exchanged my order, why was I charged again for this order?
It’s possible that you may have submitted an instant exchange where you would have been prompted to provide your credit card information before completing your exchange. If the 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. Feel free to contact our Customer Experience team for assistance with this return.
All our products are listed in US sizes, however as we’re an Australian Boutique our products are manufactured in Australian sizing, and will be tagged as an Australian size.
Please use the below as a general guide based on US standard sizing. We stock a range of labels so sizing may vary. Please see product description for further sizing information or send us an email and we will be able to assist you.
Some items will have exact measurements of the sizes in their description, please note these are flat measurements of the garment in centimetres. Please check our returns policy before purchasing.
Need to find the perfect fit?
Measured from underarm across the fullest part of the bust.
WaistMeasured across the smallest part of the waist.
HipMeasured across the widest part of the hip.
LengthMeasured from the high point shoulder to the hem.
Promotions are not in conjunction with any other offer and not valid when purchasing gift vouchers.
Any discount offered via SMS, Email, Social Media Post or given in person are subject to the following conditions:
- Promotions are only valid during a specified time frame, and may be limited to specified products 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.
Yes, sale items are eligible to be returned for either store credit or exchange within 30 days from the date of purchase. For information on our return policy please see our Returns page
We’re sorry to hear the discount code did not work on your first attempt to use it. Be sure to verify the quantity of items in your cart qualifies your order for the discount code you are trying to use. At checkout enter your discount code in the box that says “gift card or discount code”, then apply.
If for some reason you are still experiencing difficulty with your code please feel free to get in touch with our Customer Experience team at contactus@petalandpup.com. We are always happy to help.
While we are not able to guarantee the size you are after will be available, we are happy to offer the purchase of the same item in another size at the original sale price.
Orders placed Monday - Friday before 12PM PDT will ship the same business day. Orders placed on Saturday or Sunday will process for shipment the following business day.
*Holidays and high volume periods may impact this timeframe.
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. We are also available on live chat 7 days a week if you require an immediate response!
Our business hours are Monday to Friday, 9PM-5:30PM PDT and we unfortunately do not operate on weekends and public holidays. We aim to reply to all emails within 8 hours and apologize 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.
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.
If your order has not yet been shipped we may be able to amend your shipping label accordingly. Please contact us immediately and send your request to contactus@petalandpup.com.
Be sure to include your order number and the keywords “order change” in the subject line. For address changes please include the new address in the body of the email.
Regrettably, if your order has already been packed and/or dispatched then we sadly cannot make any changes for you.
*Please note, weekends, public holidays and high volumes may impact our ability to attend to every request.
We do our best to process and ship orders as soon as possible, so while we would love to-- regrettably we cannot always honor these changes or cancelations.
Requests for address changes or order cancelations should be submitted as soon as possible and before your order has shipped.
Kindly note that we can cannot add items, swap items to a different style or change sizes.
Please send your request to contactus@petalandpup.com and be sure to include your order number and the keywords “order change” in the subject line. For address changes please include the new address in the body of the email. Please note, weekends, public holidays and high volumes may impact our ability to attend to every request.
We are sorry but yes, it's true. Due to the impact peak volumes have had on shipping streams, our carriers have raised their rates. We have regrettably had to implement an increase in both our original return and shipping charges. We truly wish were were able to take on these increases and hope to be able to lower these costs soon.
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