RETURNS + EXCHANGES

Whoops! I just placed an order with you and realised I picked the wrong size. Can I change my order before you send it?

We understand how tricky the interwebs can be - especially when you go on a late-night shopping bender after a few wines. (Trust us, we’ve been there.) 

That’s why we will happily change your size/colour/design within 4 hours of placing the order.

Just contact us here, select the 'I need to make a change to my order'option, and we’ll be in touch to make the swaps on your behalf. 

Just a head’s up though - we can’t accept change requests made after 4 hours of order placement as your order will have already been processed through our system. (We’re kinda efficient like that.)

If you do contact us after the 4 hours has expired, your order/s will be treated as an exchange, and you'll need to follow the return and exchange process as detailed below. (Keep scrolling for deets.)

 

Um, this is kinda awkward, but can I cancel my order?

We want you to be stoked with your purchase from The Dog Mum, so please take your time and care when ordering.

If you wish to cancel your order, you must contact us via our contact form within 4 hours of placing it. 

Just a head's up - we can't accept cancellation requests made after 4 hours of order placement as your order will have already been processed through our system. (We’re kinda efficient like that.)

If you do contact us after the 4 hours has expired, your order/s will be treated as an exchange, and you'll need to follow the return and exchange process as detailed below. (Keep scrolling for deets.)

 

I love my order, but I need to swap something. What’s your exchange policy?

Not happy with the size, colour, or style of your new TDM threads and need to swap? Easy-peasy, motherpupper! Just fill out the exchange* form sent with every order and send ‘er back our way.

*Please note: Exchanges are available only if the product/s are unworn, unwashed, unmarked, and with the tags attached. (Sorry, it’s a hygiene thing.) Unfortunately, we don't offer exchanges on overseas orders (i.e. our homies in NZ, UK, USA or anywhere else in the world). We also don't offer exchanges on bumper stickers, jewellery, breed-specific products (i.e breed illustrations, etc.), custom orders (i.e. Dog Mum Est. collection, name specific collection etc), dog products (i.e. raglan tees, bows, etc.), caps, beanies, or sale items. 

 

Sorry to be a party-pooper, but I'm not happy with my order. What's your refund policy?

Customer satisfaction is our number one priority. (Besides playing with puppies, of course.)

If you have a major issue with your product or delivery, please get in touch with our customer care crew (with your order number) to discuss your options. 

That being said, we don't offer refunds simply for change of mind purchases, otherwise known as 'buyer's remorse.' (Sorry, but you gotta' live with that one, amigo.)

 

Erm, I've received my order, and it's damaged/incorrect. What should I do?

First off, please accept our sincerest apologies. Although we go to extreme lengths to monitor our quality control, we can occasionally miss a faulty or incorrect item. (*Insert hangdog expression here*) But never fear, we'll bend over backwards to organise for a replacement of the same item to be shipped to you ASAP.

Please drop us a message with your order number and photo evidence of the damaged/incorrect item within a week of delivery so we can arrange an exchange for you ASAP. 

 

So, I washed my TDM item incorrectly, and now it’s damaged/not quite right. Can I send it back?

Sorry homie, but just like you can’t return your dog if he pees on the carpet, you can’t return items damaged during washing. 

We advise our customers to follow our product care instructions carefully, and as per the guidelines on the garment's inner label.

If you wash your threads according to these instructions, you won’t have any problems. (Well, you’ll still have a dog that pees on the carpet, but at least your threads will look on fleek, so there’s that.)