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 $9.95 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.
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