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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 a refund and will be issued back to the original form of payment.

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, odors, 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-to Return

Returns | USA & Canada

For returns from the USA and Canada we offer returns via our online portal. Simply enter your details in the portal and then drop off the item at a local post office or organize a pick up and we'll ship the item back for just USD $8.95. 

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. You will need your order number and email address that was used to place the order.
  3. You will be prompted to pay $8.95 USD per return shipment. This payment can be made via credit card. 
  4. Your return label will be sent via email. *This may take up to 5 - 10 minutes to arrive in your inbox.
  5. Print your return shipping label.
  6. Feel free to repack your items back in the original packaging. *Multiple orders cannot be combined.
  7. Include the half with the merchant instructions on the inside of your package.
  8. Attach the half with your return shipping label to the outside of your package.
  9. Drop off your return at a local post office or organize a pick up.
  10. Once your return is in transit, it will take 3 - 6 days for your refund to be processed. *Please note original shipping costs are non-refundable

US & CA Customer Returns Click Here

Returns | International

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


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

Download The International Returns Form

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 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. You will need your order number and email address that was used to place the order.
  3. You will be prompted to pay $8.95 USD per return shipment. This payment can be made via credit card. *Multiple orders cannot be combined.
  4. Your return label will be sent via email. *This may take up to 5 - 10 minutes to arrive in your inbox.
  5. Print your return shipping label.
  6. Feel free to repack your items back in the original packaging. 
  7. Include the half with the merchant instructions on the inside of your package.
  8. Attach the half with your return shipping label to the outside of your package.
  9. Drop off your return at a local post office or organize a pick up.
  10. Once your return is in transit, it will take 3 - 6 days for your refund to be processed. *Please note the original shipping costs are non-refundable

 

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, odors, 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

 

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 customers with return service through our very own Petal & Pup returns portal. Returning using our portal is simple and cost effective at $8.95 USD 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.

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 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 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 refund issued within 72 hours. Please note it can take 3-6 business days for the funds to show in your account. 

 

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?’.

 

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 for store credit. For assistance, please get in touch with our Customer Experience team at contactus@petalandpup.com. 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.

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 refund 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 refunded, whichever occurs first. 

Other Conditions for Returns

A return request must be submitted in order for items returned to be eligible for a refund/store credit.  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 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.

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