FAQ

We believe in exceptional customer service. If you have a question, please do not hesitate to contact us and we'll get back to you as soon as possible.

Email

pralinespaw@gmail.com 

COVID-19 UPDATE

We're temporarily suspending all International shipping until further notice. Domestic shipping are currently experiencing delays. All parcels are marked Authority to Leave (ATL)

About Praline's Paw
Praline's Paw products are designed in Melbourne and most of our products are handmade in Melbourne. We also work closely with Artisans from South-East Asia. Praline's Paw products are created with love and originality.

Processing Time
Ready made item will be shipped in 3-4 business days, made-to-order items 5-12 business days and custom rug, blanket/bag 6 -8 weeks. If your order consists of ready made item and made-to-order or custom item, it will be shipped together. 

Order / Tracking Information
An automatic email will be sent to you. Please check your spam/junk folder.

Praline's Paw is not responsible for any lost or stolen packages. In the unlikely circumstance this should occur, we recommend filing a claim via Auspost or Sendle website. 

We are also not responsible for returned or rejected packages due to an invalid shipping address provided by the customer. Please note that if this occurs and the package is returned us, the customer is responsible for any newly incurred shipping costs.

Returns 
At Praline's Paw we want you to be 100% satisfied, but as most of our products are made-to-order, we unfortunately cannot provide exchange, refund or returns. If you have any questions regarding an item, please do not hesitate to reach out via email prior placing your order.

If your item arrives damaged, please contact us within 24 hours of receiving.  Photo evidence of the shipping box and damaged goods are required.

Changes to your Order
If you require any changes to your order; including incorrect address details and/or item sizing, contact us immediately.

Customs Fee
International Packages may be held by customs which then produces a customs fee - we do not take any responsibility for this payment and it is up to the customer to pay this fee.