We are a West Australian based company and use Australia Post for our deliveries. For shipment updates please use the tracking number provided in your shipped confirmation email or contact your local postal service with your tracking number.

By accepting our terms and conditions upon placing an order, you agree that Pooch Luxury is not responsible for any delays that may occur with your delivery. As we use Australia Post we cannot cancel orders once shipped and Pooch Luxury takes no responsibility for missing, stolen or undelivered goods. 

If your delivery address was provided incorrectly, and not the fault of Pooch Luxury, any additional costs incurred to Pooch Luxury will be passed on to the purchaser.

Costs

Orders under $150.00 - $11.95 Express Post

Orders under $150.00 - $8.95 Parcel Post

Orders over $150.00 - Free Post

Any returns or exchanges you will be responsible for paying for your own shipping costs for returning your item and please include a prepaid Australia Post satchel for your exchange to be returned. If no prepaid satchel is included a refund will be processed for you to re-order. Shipping costs are non-refundable.

We are a small business, please allow 1-2 business days for your orders to be dispatched.

Pre-Orders

All pre-order items are shipped altogether once the pre-order arrives. If there is a delay with the pre-order of more than 3 weeks we will ship your main order separately. No additional postal costs if the pre-order is delayed and sent separately.

Returns & Exchanges Policy

Our return address is:

Pooch Luxury
PO Box 4285
Mandurah North WA 6210

We hope you love your purchase from the many brands we stock at Pooch Luxury.

If you find your purchased item doesn’t fit, the style doesn’t suit your pooch or if you’re not entirely satisfied with your purchase, we will provide you with a store credit so that you can find an alternative size or product.

All faulty items will be replaced, if replacements are not available, they will be refunded.  All other returns and exchanges will be offered a store credit.

For returns and exchanges, please include the “Return Form” supplied with your original order.

 Delivery and shipping costs are non-refundable.

 All returns need to be shipped within 14 days of receipt via return post for a Store Credit. Return shipping will be at the customer’s expense and items must be:

• Not used or worn
• Are not soiled, absorbed dog smells or covered in dog hair
• Have no pulled threads
• Returned in the original packaging and condition
• Pet toys are not returnable

Items purchased with a discount code, clearance and marked down or during a sale are not eligible for a return or exchange. These are final sale items so please choose carefully.

A Pooch Luxury store credit will be emailed to you in the form of a Gift Card. The Gift card will reflect the value of the originally purchased price of the goods. If items are returned from your original purchase and you qualified for free shipping a shipping fee of $8.95 will be deducted from your store credit to cover shipping fees for your original order.

We recommend you send the parcel back with a trackable service as we are unable to guarantee that we will receive the parcel back and do not take any responsibility for lost items.

 Store Credit

Store credit is emailed as a Gift Card and can only be used at www.poochluxury.com.au.

Store credit can only be used on the original account of purchase and cannot be transferred

Any additional costs such as a higher dollar value item can be paid for through our ordering

portal.

If we are unable to provide you with the products on your repurchase we will contact you if this should occur.

 Refunds

We do not offer refunds for change of mind or discounted/sale items. We do not refund if an items does not fit your pooch. We have many products from around the world with different size guides, please follow them to get the best fit for your pooch.

We are happy to provide a store credit for replacement if your item doesn’t fit your pooch.

Faulty Item

We stock quality products from around the world made from high quality and durable materials, however they are not indestructible. We will replace an item if you have experienced a problem. We are unable to take responsibility for any injury or loss caused by the use or misuse of any of our products supplied.

Please inspect all items for wear prior to use. If you have experienced a problem, please email us at enquiries@poochluxury.com.au with details and a photo of the issue.

All faulty items will be replaced, if replacements are not available they will be refunded.

By processing your payment with Pooch Luxury, you are accepting our terms and conditions regarding shipping and any returns of your purchases.

Please don’t hesitate to contact us at: enquiries@poochluxury.com.auif you have any questions.