Returns Policy
Returns & Refunds
Changed your mind?
We've got you.
We want returns to feel just as easy as everything else about shopping with us. Here's exactly how it works.
30 days to return
Simple online portal
Friendly support, always
How returns work
Four steps, start to finish. No back and forth needed.
1
Start your return
Head to our Returns Portal and pop in your order number (starts with BLD) and the email you ordered with.
2
We review it
Our team checks your return and you'll get an email once it's approved, with instructions on where to send it.
3
Send it back
Pop the tracking number on the portal so we can keep an eye out. You'll get an email once it lands with us.
4
We Process It
Once it's inspected, your refund, exchange or store credit will be processed. Any issues we will contact you.
What can be returned
Provided it's within 30 days of delivery and still in as-new condition, with tags attached.
✦ Eligible for return
- ✓ Unused, unworn, unwashed items with tags and packaging still attached
- ✓ Returned within 30 days of your delivery date
- ✓ Full sets from a Buy One Get One offer (all pieces must come back)
- ✓ Embroidered items (a $4.95 restocking fee applies)
✕ Not eligible
- ✕ FINAL SALE items (unless faulty)
- ✕ Personalised items, including ID Tags & personalised embroidery
- ✕ Pet beds, bowls, feeders, toys, food and treats plus grooming items
- ✕ Gift cards
Good to know
The details behind the details.
Refunds
Timing
Refunds go back to your original payment method within 7-10 business days of us receiving your return. Original shipping costs aren't included.
Exchanges
Size swaps only
We currently offer exchanges for the same item in a different size, when this shows as an option on the portal. A handling fee applies.
Postage
Who pays
Return shipping is on you, unless the item is faulty or we sent the wrong thing. We recommend using a trackable service. We do not accept any responsibility for lost items.
Within 5 days
Faulty or damaged
Email returns@bigandlittledogs.com with your order number, details and a photo. We'll send a return postage label and sort a replacement (depending on stock) or refund.
Within 5 days
Missing or incorrect items
Email returns@bigandlittledogs.com within 5 days of delivery. Include your order number and details for us to investigate.
Sale items
Refunded at sale price
Items bought during a sale are refunded at the price you paid. Sale pricing usually can't be re-honoured after the sale ends.
Gift orders
Store credit
Returns on gift orders are credited as a gift voucher. Let us know it was a gift before returning so we can note your order.
12 months
Warranty
Big & Little Dogs products are made from high quality and durable materials, however they are not indestructible. Our pet wear is guaranteed against material defects and workmanship for 12 months from purchase. Doesn't cover normal wear and tear. Please ensure that you inspect all items for wear prior to use.
EU customers Only
Right of withdrawal
You can withdraw from your purchase within 14 days of delivery via our withdrawal form. We will send you a receipt confirmation by email without undue delay. Personalised items are exempt. Return shipping costs are the responsibility of the customer unless the item is faulty or incorrectly sent. Refunds will be processed within 14 days of us receiving the returned item.
Ready to start your return?
Grab your order number and head to the portal. It only takes a couple of minutes.
Start a returnGot a question first? Email us at returns@bigandlittledogs.com
International orders with import tax & duties
If you're returning an order from a destination that collects import tax, duties or tariffs, these usually aren't refundable. You'll need to contact your local border control to discuss this - these fees are outside our control.
Late or missing refunds
If it's been more than 10 business days since your refund confirmation: double check your bank account (the refund won't include original shipping), then contact your bank or card provider as processing can take a little longer on their end. Still nothing? Email returns@bigandlittledogs.com.
Warranty claims
Email info@bigandlittledogs.com with your original order number, details and a photo/video of the issue. Claims must be made within 12 months of purchase. We're unable to take responsibility for any injury or loss caused by use or misuse of our products.