Returns Policy

What is the Return Policy?

We want you to be thrilled with your new Poochie & Me purchase, so if it's not a perfect fit we will happily exchange it. We accept exchanges on all our pieces within 14 days of your product(s)' delivery*

We ask that the following requirements are met:

The item/s must be in original condition, not worn outdoors or altered in any way.

Item/s must be shipped back in the original Poochie & Me packaging to ensure the safety of the item on its way back to us. 

We recommend shipping via Australia Post to ensure a tracking number is provided.

* Poochie & Me do not offer refunds on sale or clearance items, or exchange/refund on any personalised or custom item. 

 Are Returns Free?

You will be responsible to pay the shipping fee for the items returning to us. We will cover the shipping cost of the new items back to you.

For any faulty products, Poochie & Me will reimburse any shipping cost.

How do I organise a Return?

Please email us at hello@poochieandme.com.au and we will give you the details you need to return the item.

Please note that Poochie & Me are not liable for lost packages during return. We recommend purchasing tracked shipping for the return and keep a record of your shipping details.

What if my Order arrives Damaged?

Whilst we hope this never happens, if you do receive damaged or faulty goods, please contact us immediately at hello@poochieandme.com.au so we can personally assist you and resolve your problem as quickly as possible.

Can I Receive a Refund for my Order?

Refunds/Exchange are welcome within 14 days of delivery date.

The order must be returned to Poochie & Me within 14 days of delivery.

The order must be unused and still in original condition.

Poochie & Me will not refund an order after 14 days. Store credits will be issued after 14 days.

Poochie & Me will not refund any order where incorrect address has been entered by a customer.

Poochie and Me will refund any damaged or faulty item.

For further information on refunds please contact Poochie & Me at hello@poochieandme.com.au

My Order has been Lost in Transit

All orders have a unique tracking link which is emailed to the customer on dispatch. If you have not received your order, please contact the courier/Australia post direct, or contact Poochie & Me at hello@poochieandme.com.au. Poochie & Me recommends contacting the relevant courier company first. 

I Haven't Received my Order but my Tracking says Delivered

If the tracking states your order has been delivered and you have not received your order, please contact the freight Company directly on your tracking details or contact Poochie & Me at hello@poochieandme.com.au
Poochie & Me will all always assist in locating orders lost in transit.

All Poochie & Me couriers provide proof of delivery with a photograph and/or signature.
Poochie & Me will always assist in locating any missing orders. Refunds will be assessed according to information provided by the freight company and any inquiry outcome on an individual tracking.

Poochie & Me will not refund any items proven to be delivered to the correct address provided on your order.