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

Domestic & International parcels are currently experiencing delays. Australia currently has delays of approx 3-4 days. International packages are delayed by approx 2 weeks due to the shortage of passenger planes, please note this could change without any notice. 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 2-3 business days, made-to-order items 5-12 business days and custom rugs/blankets 6-10 weeks. If your order consists of ready made item and made-to-order or custom item, it will be shipped together. 

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 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.

Tracking Information
Please check your spam/junk folder.

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.
Return to Sender
Please contact us.