RETURNS & EXCHANGES
Each of our Stylish Hound products is created and packaged with great care and attention to detail.
If your item is damaged upon arrival or you have received the wrong item, make sure you contact us within 5 days of receiving the product to discuss options. All faulty items will be replaced by Stylish Hound.
We are happy to accept exchanges due to sizing issues, provided that the product has not been worn (tried on in house is ok- NOT outside), no scuffs, no marks and is in brand new resellable condition. This is due to the fact that we cannot resell worn items or have other customers or yourself receive a worn item. We recommend you try on the gear so Out of the packaging/tags cut off is OK. Please email within 10 days of receiving the product. As part of our duty of care for all our customers and their dogs, we are happy to assist to check fit on your dog. Please ensure you qualify for an exchange, and we can assist you to identify any potential issues. As we are assisting virtually, please help us by.
- Providing 3 clear photos of the harness on your dog: front, side and back.
- Describing the issue you are experiencing. We can always help you check your pup's sizing
to avoid sizing issues and disappointment, please email hello@stylish-hound.com.
We are unable to offer refunds or store credit for certain items/cases.
For hygiene reasons, we cannot offer exchanges/refunds for:
- Items we receive and deem to be dirty. This is due to the fact that we cannot resell worn
items or have other customers or yourself receive a worn item.
- Used Lick mats, lick bowls, tough chews, tug toys, snuffle mats, collapsible water bowls and
water bottles. This is because they have come into contact with unknown food/water
products as well as doggy dribble, which would not be hygienic for us to re-sell, or have
other customers or yourself receive a dirty item.
- Swim jackets, dog robes, dog raincoats, human raincoats that have been used in the water/
rain. This is because they are dirty and may not be hygienic, and we cannot resell dirty or
unhygienic items or have other customers or yourself receive a dirty item.
For customised reasons, we cannot offer exchanges/refunds for:
- Custome name patches. This is because we are unlikely to be able to re-sell custom name
patches. If you are looking to re-purchase a custom harness due to a sizing change, please
email us to discuss if it is possible to re-use your custom name patches for your next order.
We are happy to exchange and/or provide store credit (once returns qualify per condition for change of mind or if you are unhappy with the product).
We are available to individually assess each claim if any issue arises. Please email us at hello@stylish-hound.com
For returns, please submit using our Returns Portal to make this easier for you and us.
https://stylish-hound.com/a/SH-Returns-Portal
All postage related to exchanges and returns will be at the expense of the purchaser. We are always happy to assess case by case. Please email hello @stylish-hound.com
STORE CREDIT / REFUND POLICY FOR EXCHANGES ONLY
For exchanges/returns, we only offer store credit. The system we use and the safe payment gateway charges us per transaction and order. If we refund, it will also back charge your account. For ease of both parties and to avoid disappointment of transaction fees, we will offer store credit on returns/exchanges. Refunds for items will only be issued if you have already repurchased the correct size/product by the time we process your returned parcel.
The value of the store credit will be the value of the exchanged items paid by the customer. This includes if a discount was used on your order.
Please note that all return shipping costs are the responsibility of the buyer unless otherwise arranged at the discretion of Stylish Hound.
Download our Exchange/Returns Form here:
EXCHANGE/RETURN PROCESSING AND ADDRESS DETAILS
To exchange please send us back your current product and we will create a store credit once checking the condition. Returns are processed every Wednesday (though we try our best to process asap). Please allow 10-12 business days for your return to be processed.
Please send it back to:
Stylish Hound
35 Mary Parade
Rydalmere, NSW 2116
0413176092
GENERAL CANCELLATION / REFUNDS DETAILS
We are so sorry to see that we cannot find something suitable for you and your hound. We hope to see you again one day...
If you would like to cancel your order after your order has been placed due to change of mind, this must be communicated to us before your item is dispatched from our warehouse and/or when we see your email. Please note that we cannot cancel your order due to a change of mind once this order has been dispatched from our warehouse.
Any refund will minus 15% fee from our Third-Party gateways when paying with our Online Platforms/PayPal/Credit Cards (we do not receive the amount you pay at checkout). Any Third-party payment options deduct a % (this is not charged by us). If you received free shipping and wish to request a refund, shipping of $10 (domestic) and $30 (international) will be deducted on your refund. This is charged to us by Australia Post and DHL. For these reasons above, as a brand we choose to offer store credit over refunds to assist our customers.
Please note: The above fees are not charged by us but by third party payment gateways and courier services. Thank you in advance for understanding.
RETURN TO SENDER DETAILS
We understand you may be busy, simply missed the couriers or may have provided the wrong address for your order. When we receive a RTS order, we will reach out to you via your provided email to discuss options. If you believe your order may have been sent back to us, please reach out to us via email at hello@stylish-hound.com.
We are more than happy to re-send your order for you. If you original order was sent out successfully, you will need to pay for the new shipping fees as well as the Return-To-Sender fees that we get charged with when our couriers have to send a parcel back to us. We understand this is frustrating, but our couriers have significantly increased their shipping fees over the past year. Since we do not want to increase our prices to match, which would hurt our customers, in situations like this we unfortunately need to charge for sending out the new parcel and the RTS shipping costs.
If this happens to you, let us know how we could make the extra cost your while, perhaps by adding on additional items you would like in your new order should the cost of shipping + RTS fees.
SHIPPING POLICY
At Stylish Hound we are here to set you and your dog up for success and make your dog parwent journey as easy as possible with the tools you need.
99% of the time you and your dog have happily received your order within a few days.
With all things, there is always 1% of orders that experience unexpected delays, interruptions by mother nature (e.g. roads blocked due to flood) or lost in transit. This is frustrating for not only us as a small business but for you as a customer.
We have set processes in place to reduce the risk of this happening but when it does unexpectedly happen, we want to be able to provide you with the most updated information on your parcel in real time based on the third party provider. We have these processes in place to avoid further disappointment to you the customer and to us as a small business. Recently, we have had to place a few policies in place as we have unfortunate/dishonest experiences from going above and beyond for our customers.
Third Party Couriers:
Being a small business we use the most reliable, cost effective for both you and us third party couriers to deliver your orders. Once your order has left our Stylish Hound Warehouse we entrust your order to the hands of these third party couriers. The couriers will then uphold their promise to deliver the parcel to you in a timely manner.
Please note that we have limited control of parcels once it has left our warehouse. Our customer service team works closely with our account managers and their enquiries team to help track delayed and lost parcels and provide you with as much information about your order in transit as possible.
Delivery:
Delivery times can differ depending on your location please see these estimates on our shipping page here. https://stylish-hound.com/pages/shipping-information
Upon delivery of all our Domestic parcels the couriers have the authority to leave in a safe place. This is at the discretion of the courier if they feel it is safe to do so. Should the area be a high traffic area, exposed to weather, or not secure for any reason at the discretion of your local postie - the parcel will be redirected back to their local distribution center or your local post office for collection or redelivery.
For International orders all parcels are signed on delivery due to the longer distance the parcel has had to travel, different country policies and security. These policies are set in place to avoid the disappointment of parcels being stolen and not accounted for by you. At times, your local customs may require additional information from you that we cannot provide on your behalf.
Parcel Delays:
As we ship all around Australia and the World we aim to get all parcels packed and shipped out within 2 to 4 business days. We rely highly on our third party couriers to get your parcels delivered in a timely manner.
As you could imagine with the thousands of parcels being shipped around the world, issues and delays are inevitable. In cases like this, our customer service team works closely with our account managers and their enquiries team to help track delayed parcels and provide you with as much information about your order in transit as possible. We submit enquiries on your behalf to see what the delays are and a new possible delivery date. These third party couriers can take 1 to 3 business days to conduct their investigations and get back to us with an outcome. We then relay that information to you.
Lost In Transit:
This is the most frustrating of all for both you the customer and us as a small business.
When parcels get lost in transit, the customer not only gets upset and lose out on your parcel getting to you. We sadly lose out and do not get refunded or compensated for the Products Cost we have lost, Shipping & Handling fees and Inhouse expense. We see many businesses not offering responsibility for lost parcels, for us personally, we don’t want to see you and your dog miss out. We do assess this case by case, however in most circumstances, we resend you and your dog's order back out again as our promise to you.
In cases like this our policy here is that we work with the third party courier in confirming this parcel is indeed lost, once confirmed we then are able to send out your parcel again. In the past, we have arranged to resend parcels out whilst the postal is working to locate the parcel. A few occasions, postals have relocated the lost parcel and resent to customers. We communicated with the customer with a return label to resend the item back to us which on a few occasions the agreement was not honored. Due to this, we have lost an amount in cost as we are a small business. Hence we now have a policy that we can only resend once the Postal Service has confirmed it is Lost in Transit. Due to the postal service not compensating for our losses, we are unable to offer a refund as we aim to at least recover a portion of our costs from the order, rather than at a complete loss.
In any of the above cases we appreciate your concern and disappointment in wanting your order delivered. We ask that you please be patient with our team in getting a resolution for you as we are always here to help and rely heavily on these third-party couriers for information. We appreciate kindness with communication as we are a person on the only side and no verbal/written abuse will be tolerated. We are always here to assist you and your dog! Thank you in advance.
