Returns & Shipping Policy

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Returns & Exchanges:

Standard Items (eg: Sweaters):

We don't offer refunds for change of mind, but we're happy to help with exchanges for different sizes, colors, or styles if you contact us within 14 days of receiving your item. You'll need to cover return postage, and items must be returned clean and in original condition.

Credit can be offered as an alternative to exchanges.

Note: Clearance items cannot be exchanged or returned.

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Custom Made-to-Measure Items: Since each coat is handcrafted specifically for your dog using your measurements, we can't offer exchanges on custom items. However, we absolutely want to make sure your coat fits properly!

​If your custom coat doesn't fit:

• Contact us within 14 days of receiving your item

• Double-check your dog's measurements against what you originally provided

• If we made an error based on correct measurements, we'll fix it or remake your coat at no charge once you return the original

• If measurements were incorrect, you'll need to pay for a replacement

• Small adjustments may be possible depending on the work required and will incur a charge.

 

Faulty Items: You're protected under New Zealand consumer law for manufacturing faults. Just get in touch with photos and a description and we will make it right.

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Shipping:

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Dispatch Times:

• In-stock items: 1-2 business days

• Made-to-order items: Up to 3 weeks (as noted on product pages)

 

Delivery: We use NZ Post tracked courier - usually overnight to urban addresses, but always allow 2-5 days for potential delays. Rural addresses may take an extra day. You'll receive tracking information, and parcels are delivered without signature required.

If your order is delayed beyond expected timeframes, let us know and we'll follow up with the courier.

 

Shipping Costs:

NZ Urban addresses: $11 (Sweaters: $8)
NZ Rural addresses: $15 (Sweaters: $12)
NZ Vouchers: Courier $5

Australia: $25

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Important: Please select Rural shipping if you have a rural address. If you choose Urban shipping for a rural address, we'll need either an urban delivery address or payment for the additional postage.

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Local Pickup: (Te Kowhai/Hamilton) You're welcome to collect from us in Te Kowhai by appointment - just contact us and we'll process your order without shipping fees. We don't have set opening hours, but we'll arrange a pickup time within 1-2 days of your order being ready.

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For local customers, we may offer free delivery depending on your address.

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Questions about your order? Just get in touch - we're here to help!