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Returns & Exchanges

Changes or Cancellations to Orders

We want you to feel secure when purchasing with The Dog Mum, so please take your time and care when ordering. If you want to change your order/s for a different size of the same product, we are able to issue that change if you contact us at: hello@thedogmum.com within 24 hours of making the order/s. If you wish to cancel your order/s you must contact us at: hello@thedogmum.com within 24 hours of making the order/s. Unfortunately, changes or cancellation requests to your order/s made after 24 hours of order placement will be denied as they will already be printed, packed and shipped. Then your order/s will need to be treated as an exchange and you'll need to follow the return and exchange process as detailed below.

 

Exchanges 

Not happy with the size, colour or style, then return and exchange it!  Exchanges are available only if the product/s are unworn, unwashed, unmarked and tags are kept on. Unfortunately we don't offer exchanges on overseas orders (i.e. New Zealand, United Kingdom and America). We also don't offer exchanges on bumper stickers, jewellery, breed specific products, custom products, dog zip hoodies and sale items. 

 

Exchange Process

Exchanges must be requested via hello@thedogmum.com within 30 days of the product/s arriving to you. You will be responsible for providing a 500g Parcel Post Satchel for tanks, t-shirts and long sleeve tees or a 1kg Parcel Post Satchel for hoodies for us to ship your exchange back to you. These satchels are to be purchased from Australia Post. If you do not include the required Parcel Post Satchel with your exchange, we will need to charge you for the satchel before we will ship your return. Once the criteria have been met for a return, you need to complete the return/exchange form and return your item/s to the supplied return address. Return shipping costs are the responsibility of the customer. We are not responsible for lost return packages, and recommend you track your package. We highly advise that you use a trackable shipping service like Australia Post to return your product/s. We can’t guarantee that we will receive your returned package. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. Please allow up to 2 weeks for your exchange to be processed.

 

Incorrect or Damaged Products

Although we go to extreme lengths to monitor our quality control, we can occasionally miss a damaged/faulty item. If you believe you have received a faulty or an incorrect item, please email us immediately via hello@thedogmum.com with a photo of your damaged or incorrect item/s. If deemed damaged/faulty or incorrect, we will organise for a replacement to be shipped to you asap.

If you have received damaged, incorrect or incomplete product/s, it is your responsibility to contact within 1 week of your order/s arriving. 

If your clothing item is damaged when you wash your garment/s, you will not be entitled to an exchange. Please ensure your wash your garment/s according to our Product Care instructions. If your garments are washed according to these instructions, you will not have any problems.