FAQ

General Information

You can see our full story here.

We currently ship to the vast majority of countries worldwide. If your country is not available at the checkout please drop us an email at support@pawsomecouture.com to assist.

Please see our Shipping Information Page for time estimates. Please note that we ship from several locations worldwide so your order will be sent from the location nearest to you.

Please note that the processing time is 2-4 business days on average (this may be be 5-7 business days for high demand items so please consult the product description for further details).

If you need your order by a certain date and are unsure if it will arrive within our Standard Shipping time frame then please select Fedex Express shipping at the checkout or contact us at support@pawsomecouture.com for more information.

If you wish to cancel an order we request that you contact us within 24-48 hours of receiving your confirmation email. We have a very quick turn around time between order confirmation and processing at the warehouse so contacting us ASAP gives us the best chance to sort this for you.

For printed-to-order items (shoes, leggings, mugs) we request that you contact us between 12-24 hours. As these items are printed specifically for you there is a shorter cancellation window.

Please Note: Once an item has shipped we are unable to cancel it. 

If you order is held up/significantly delayed/missing in transit we will endeavour to send a replacement ASAP but as we cannot recall the package we cannot cancel or refund it at this point. Each case is different however and we are here to help.

Please drop us a message at support@pawsomecouture.com to assist or for further information.

The best place to contact us is via our Helpdesk. You can either drop us a message on our Contact Us page or else email us directly at support@pawsomecouture.com.

Our opening hours are M-F 8.30 - 5.30 PST. We will get back to your query within 24-48 hours maximum. 

Please also note that we operate online only so do not have the facilities to take calls. We will fully resolve any issues whatsoever via our Helpdesk.

MAKING AN ORDER

Please drop us a message at support@pawsomecouture.com with your order number and the coupon code in question and we will endeavour to adjust your order total. Please note that it must be a valid coupon code for your order.

Please note that shipping costs are not eligible for coupon code discounts.

Our packages are sent without a receipt/invoice as standard so do not worry :) Your receipt comes in the form of your confirmation email.

If you require any further information please drop us a message at support@pawsomecouture.com.

Firstly we would recommend clearing your cache and cookies and trying to order from a different browser. We would also recommend PayPal as a payment method if you are unable to use your credit card as normal.

If this is not working it may be that we are an international company and your card is not set up for international payments. In this case we would recommend contacting your bank for further information.

If you have any concerns whatsoever in regards to a payment made through our site please drop us a message at support@pawsomecouture.com.

The best thing to do is contact us ASAP and we will endeavour to merge your original order with a new order of the item in question (we will deduct any duplicate shipping charges if it possible to have them shipped together).

Please contact us at support@pawsomecouture.com.

There is a size guide available on each product listing which is the best indication of how an item will fit. You can also see the Size Guide here.

Please also see the product description of the item you are interested in for further information- we will flag if we are aware that an item runs on the smaller or larger side.

Please drop us a message if you need further advice at support@pawsomecouture.com

SHIPPED ORDERS

Once your order is dispatched you will receive an email with your tracking number and instructions on how to follow its journey.

We also highly recommend creating a customer account with the email used to make the order. You will be able to easily follow its journey in your account dashboard.

You can register for a Pawsome Couture account here: https://www.pawsomecouture.com/account/register

You can login to your account here: https://www.pawsomecouture.com/account/login

You can also follow your package's journey on the domestic postal service website of your country (e.g USPS/AusPost/CanadaPost etc.) by entering the tracking number in the "Track & Trace" section on the relevant website. If you have any issues tracking your order please drop us a message at support@pawsomecouture.com

Please make sure to doublecheck your address when you are entering your details on our contact information page.

If you have entered the wrong address, moved or need to change a detail in your address after your order has been shipped and you have received your shipping confirmation email we will be unlikely to be able to accommodate you nor offer you a refund. Please contact us ASAP if you notice a mistake or error so we can contact the warehouse to update it for you.

Each case is unique however so please drop us a message at support@pawsomecouture.com to fully assist.

Please be advised that if you have received a shipping confirmation email but the tracking number is marked as "The tracking number may be incorrect or the status update is not yet available/Label Created, not yet in system."or there are no updates available it means that it has not yet received an international scan, rest assured it is on the way. It will update within 1-2 days.

However if there are no updates at all within 7 days of receiving your shipping confirmation email please drop us a message to make sure everything is in order at support@pawsomecouture.com.

If an item is marked as successfully delivered by the domestic postal service in your country (e.g. USPS/Canada Post) to the correct address provided upon ordering but has not successfully arrived to you we will endeavour to resend a replacement order to you (this is left to the discretion of PawsomeCouture.com) however in this specific scenario we cannot issue a refund.  Please contact us ASAP so we can help at support@pawsomecouture.com. Each case is different so be sure to include all relevant information when contacting us.

The "Pre-shipment "status reflects that the last scan it received was that it was queued for international postage by the postal service, not that it has not yet left us. Unfortunately once its out of our warehouse we cannot control the speed it is processed. If you are concerned that there is an issue or if it has been in "Pre-shipment" status longer than 10 days please drop us a message at support@pawsomecouture.com.

Please note that we aim to get all of our orders to our customers within the time window outlined on our shipping information page: check it out here.

Unfortunately from time to time delays can occur. While we appreciate that this can be frustrating we cannot cancel/refund orders that are trackable and still in transit. However on occasion items do get mislaid or held up a substantially long time and we are 100% committed to resolving this fully on a case by case basis.

Each case is different so you have any concerns whatsoever with your order/the tracking number assigned to your order and wish to receive further information on any of the above please do not hesitate to contact us at support@pawsomecouture.com.

On the rare occasion that you have not received your order within the time-frame outlined by our Shipping Information page please drop us a message ASAP to assist fully. We will make sure we get your order to you do not worry!

As we ship from several locations worldwide, on occasion items will ship separately from multiple locations. This is particularly relevant for printed-to-order items (leggings, mugs, shoes) which may be shipped separately from other items in your order.

If a package arrives with items missing don't panic, we will make sure that everything arrives safely to you. Drop us a message at support@pawsomecouture.com so we can make sure everything is in order.

If you have only received one tracking number and you are still missing an item/items please contact us to assist at support@pawsomecouture.com

Refunds & Returns

If you change your mind about the items you have purchased from us, we will refund the purchase price (minus the shipping costs) or exchange those products, subject to the following conditions:

1) The item is unworn, unwashed and unused.

2) The item returns to us in its original packaging.

3) The item arrives back to us within 30 days of you receiving. (If you are concerned for any reason that this is not possible please contact us ASAP so we may resolve with you).

All refund issues are processed through our Support Team which you can reach via our Contact Us page or by emailing support@pawsomecouture.com. It is important to contact us ASAP as all returns require the inclusion of a slip containing your Return Authorisation Number which is obtained from a member of our Support Team. We will also provide the nearest location to you where you can send your item(s) back.

Please do not send the order back to us without obtaining the return address and your Return Authorisation Number as we may be unable to accommodate you in this scenario. Some of our warehouse facilities are unable to accept returns so it is vital you contact us so we may fully assist and provide the best address to you.

Please see our full Return/Refund policy here.

CLOTHING/APPAREL/SHOES/MUGS EXEMPTION & RETURN EXCEPTIONS:

Please note that some clothing items, all shoes and all of our mugs are made to order and therefore are non-returnable unless there is a defect. If you have any concerns with the item you have ordered or wish to seek further information about an item you are considering ordering please contact us at support@pawsomecouture.com for more information. We also urge you to double-check the sizing charts before ordering to ensure that you have selected the best possible size for you.

Due to hygiene reasons no items intended for use with pets, any pet bedding or any pet clothing will be accepted for returns. This also applies to swimwear/jewelry. If you need any further information please contact us at support@pawsomecouture.com for more information.

In the unlikely event that your item has arrived to you in an unsatisfactory condition or is damaged upon arrival we will fix the problem right away. In order to process this you will be required to provide us with photos demonstrating the issue with the item received via our Helpdesk. Please drop us a message at support@pawsomecouture.com.

Each case is different and depending on the circumstances and the severity of the damage we may offer a replacement order or a full refund. This is down to the discretion of the Management Team.

Please also note that on occasion there may be slight color/shade disparity between the colors of our items on different platforms e.g. mobile/tablet due to tint and contrast difference and we aim to accurately demonstrate all of our products on our website as clearly as we can.