FAQ

How can I ensure the right fit for my pet's accessories?

To ensure the best fit for your pet's accessories, it is essential to measure your pet accurately. We recommend using a soft measuring tape to measure the circumference of your pet's neck for collars and the girth for harnesses. Refer to our sizing guide on the product pages for detailed instructions on how to measure and select the appropriate size.

What is your return policy for pet accessories?

We have a 30-day return policy, which allows you to return items that are unworn, unused, and in their original packaging. To initiate a return, please contact us at hello@maisonlepooch.com.au. Please note that certain items, such as personalized products, are non-returnable.

How long does shipping take for orders within Australia?

For domestic orders within Australia, standard shipping typically takes between 2 to 10 business days, depending on your location. We also offer express shipping for next-day delivery in metropolitan areas. Once your order is dispatched, you will receive a tracking number via email to monitor your shipment.

Do you offer international shipping?

At this stage, we do not offer international shipping.

What should I do if my item arrives damaged or incorrect?

If your item arrives damaged or if you receive the wrong product, please inspect your order immediately and contact us at hello@maisonlepooch.com.au as soon as possible. We will evaluate the issue and work to resolve it promptly.

Can I exchange an item for a different size or color?

Of course.  We accept product exchanges & refunds due to incorrect sizing or change of mind, so long as:

  • Item(s) must be initiated for return within 28 days of receiving the item.
  • Item(s) must be returned in new condition, with original tags still attached.

You can send your item(s) back with the carrier of your choice. Please note:

  • We do not offer return labels, and return shipping costs are the customer’s responsibility.
  • We recommend using a trackable shipping service, as we cannot guarantee receipt of lost returns.
  • If an item is lost in transit without tracking, we cannot refund or exchange it.

What materials are used in your pet accessories?

Our pet accessories are crafted from premium materials, including durable fabrics and sophisticated hardware. Each product is designed to ensure both style and functionality, providing a luxurious experience for both pets and their owners.