Help
FAQ
Helpful answers on choosing, ordering, delivery, returns and caring for your pieces.
Help
Your questions, answered
A few helpful details before and after you order.
How do I choose the right item?
Start with the measurements and care details on the product page, then consider your pet’s habits and the space at home. If you need a hand, contact us with the item name.
Can I personalise an item?
Available personalisation options appear on eligible product pages. Please review your selections carefully before checkout.
What if an item is out of stock?
Sold-out items are marked unavailable unless a pre-order is clearly offered. If an item becomes unavailable after you order, we’ll contact you with the choice to wait for a confirmed restock or receive a full refund for that item.
Where do you deliver?
Available delivery destinations, methods and charges are shown at checkout before payment.
When will my order be dispatched?
Preparation time varies by item. We’ll share the estimated dispatch timing for your order and contact you if it changes.
Can I return or exchange an item?
Unused, non-personalised items can be returned or exchanged within 30 days of delivery. Please see our Shipping & Returns page for the full process and your rights if an item is faulty.
What if my order arrives damaged or faulty?
Please contact us with your order number and a description of the issue. A photo can help us assess it, but is not required to exercise your rights under the Australian Consumer Law.
Where can I find care instructions?
Check the product page for the item’s specific care guidance. You can also visit Materials & Care.