This is where you can fetch all the information you need! From help finding your pooch's best size to assistance returning an item, we've got you covered! Can't find the answer you're looking for? Reach out to us through our Contact Us page, and we will get back to you ASAP!
Orders
How do I track my order?
Once your order has been dispatched from our Sydney warehouse you will receive an email confirmation containing your tracking number.
Please be aware that tracking information may take 24 hours to update after placing your order.
Why didn't I receive an order or shipping confirmation?
The email may have been delivered to your spam or junk folder. If you are unable to locate your order/shipping confirmation, please reach out to customercare@dogue.com.au and we can resend it.
How can I change or cancel my order?
To change or cancel your order, please reach out to our customer support team ASAP via email (customercare@dogue.com.au). Please note that if your order has already been dispatched, we will be unable to change or cancel your order.
How can I address a gift certificate to the recipient?
Please include the recipient details in your order notes at checkout.
I forgot to apply a discount to my order, what should I do?
Unfortunately, we can't add a discount to your order retroactively. Depending on the discount, you may be able to use it on your next order.
Shipping & Delivery
Where will my order be shipped from?
Your order will be shipped from our warehouse in Sydney, Australia.
Made to Order items will be sent directly from our leather supplier in Melbourne, Australia.
What shipping options are available?
We ship via AusPost Standard and AusPost Express Post.
Standard: 3-5 business days
Express: 1-3 business days
International: 2-4 weeks
Orders going to regional areas may take longer.
We also offer Made to Order walkwear, shipped with AusPost. This takes approximately 1-2 weeks from purchase, including development and postage.
Returns
Can I return or exchange an item?
Please see our returns policy for more information about how to return or exchange an online order.
What items are ineligible for returns?
Clearance items cannot be returned for change of mind or sizing issues. All Final Sale or unable to be returned items will list this in their product description.
How do I organise a return?
Please follow our returns policy: https://www.dogue.com.au/pages/refunds-policy?_pos=1&_sid=e5c922bf2&_ss=r
How long will my return take to process?
After arriving back to our warehouse, our team aims to process returns within 2-4 business days.
Refunds may take 2-3 business days to reach your account, depending on your bank and payment method.
Please reach out via email if you need further help - customercare@dogue.com.au
Can I return an item that I purchased online in-store?
While we prefer a return to our online warehouse, you are welcome to return an item that you purchased online to one of our stores, provided that the store sells the item and is happy to accept it. However, as our physical and online stores have different products and systems, you need to contact us via email FIRST so we can advise the process - customercare@dogue.com.au
Sizing
What size should I order for my dog?
We can always help you find the perfect size for your pup!
We recommend checking the unique 'size guide' available on each product and measuring your pooch to find their best fit. Please keep in mind that our 'size guide' is a guide only.
The neck measurement can be found by measuring around where your dogs collar usually sits.
The chest measurement can be found by measuring the widest part behind your dogs front legs. Your dogs fur type, length and chest size/width need to be considered when choosing the perfect size.
Feel free to reach out to our team via our chat function or email - customercare@dogue.com.au
Stores
Do you have a physical store?
Yes our flagship store is in Bondi Junction. You can find out more by visiting DOGUE Bondi.
Where can I find information about store services and events?
Find out more information about store services and events by visiting our store page or following us on social media @clubdogue and @doguebondi
Can I bring my pet in-store?
Absolutely, We love meeting your furry friends! Please make sure your pet is on a lead.