Returns and Shipping
Returns & Refunds
Exchanges/change of mind:
Our handmade items are not able to be exchanged or returned unless faulty. This is because they are made especially for your unique pet.
So please measure your pets carefully before ordering.
Exchanges/ returns are valid for 30 days.
If you have purchased the wrong size harness or collar please email us as soon as possible and we will give you a return address.
We do not offer direct exchanges but a store credit which you can then use to purchase required size.
Items being returned must be in original packaging with tags attached and in unworn condition.
If the above condition is not met you will not be given a store credit.
Please note: Shipping charges are non refundable.
FINAL SALE CANNOT BE EXCHANGED OR RETURNED!
Faulty products & Warranty
Lollie-lou products are made from high quality and durable materials, however they are not indestructible. We guarantee our accessories and pet products at the time of purchase against defects.
Please ensure that you inspect all items for wear prior to use. We are unable to take responsibility for any injury or loss caused by the use or misuse of our products
If an item is found faulty on delivery please send me photos of the fault with a description of the issue. This must occur within 4 days of receiving item.
If a replacement is unavailable you will be given a refund of purchase price.
If 4 days have passed the defect will be classed as wear and tear.
Please note; Defective product must not be showing signs of use (scratches, dirt etc) otherwise this will automatically be classed as wear and tear and no replacement or refund given.
Out of stock refunds:
As all our handmade products are limited stock, there is a chance a fabric will become unavailable after purchase.
If a product becomes out of stock once your order is placed, I will contact you and refund your money promptly.
For peace of mind our domestic postage comes with tracking.
We ship through Australia Post and Sendle Couriers.
Once your order has shipped, you will be sent an email with a tracking number.
If unfortunately your parcel goes missing, please let me know and I can help you lodge an enquiry. This is only available on Domestic and International tracked shipping.
International untracked shipping is the risk of the buyer.
*IMPORTANT* I will not replace/refund items lost in transit, unless auspost/sendle agrees to compensate. This is up to a max of $100.
If an item is missing the shipping company will investigate and decide on an outcome. Be mindful their decision is out of my control.
I highly recommend signature on delivery. They do not like to refund money for items that say delivered but weren’t, unless signature on delivery insurance was purchased.
IMPORTANT* Express shipping does not speed up your processing time.
If you need your order in a hurry, add our 'priority item' to your cart for an extra $8. I will then start on your order straight away.
International shipping can only be sent with tracking at this time due to the Global Pandemic.
If your country requires extra customs/import fees. These costs will be the responsibility of the customer.