FAQs

Before returning or exchanging an item, please review our Return Policy below.

Please visit our Accounts page to submit a request for an exchange or return-for-store-credit.

In the case of an error on our end or if the product was damaged during shipping, we will gladly provide you with a pre-paid return shipping label and a replacement.

• Returns are made through our Accounts page within 21 days of the delivery date. 
• For size exchanges please include the specifications in the notes before submitting your request.
• A tracking code for your returned package must be provided (it helps us identify which package belongs to you).
• The returned items must be in their original state, unwashed, unworn, and all tags must remain attached.
• Shipping costs for the original order cannot be refunded

Please be aware that refund processing may take 5 to 10 business days to reflect on your bank account, which is subject to the processing times of financial institutions. 

Please allow between 1-2 Business Days for your tracking number to update once you receive your tracking number by email.

If you don’t see the email in your inbox try checking your spam folder or add contact@furbabycouture.com to your safe sender’s list.

If you’ve placed an order and received a cancellation email from us, the item you ordered was not in stock at the time of processing. You will receive a follow-up email and a refund via the original payment method used. Refunds may take up to 7 business days depending on your bank.

Please double-check the shipping option you selected, cut off times for ordering, and the date which we said it will be delivered by. If it’s before the advised shipping date and you’ve had your dispatch email, then it’s on its way. Your shipping date has to have passed for us to be able to investigate where your order is. On rare occasions, we do come up against a bump in the road. If your shipping date has passed, please contact us at contact@furbabycouture.com or through our Contact page here and have your order number ready.

Upon receiving your order, please thoroughly check the delivered items. If you receive an item that is defective, incorrect, or you believe that you are missing an item: please contact our Customer Care team via the Online Request Form or email us directly at  contact@furbabycouture.com within 5 days of delivery. Please report your item as soon as possible for assessment.

Include a photo and description of the issue along with your Order Number to ensure a speedy resolution. We will work with you to correct the order as quickly as possible so that your Furbaby can show off its new style!

We’ll always be happy to assist you!

Furbaby is not liable for any lost, stolen, or damaged packages or for any delay caused by the act or default of the shipping carrier. Furbaby is responsible for orders until they leave our warehouse facility only. Once tracking is received, it is between the shipping company and the customer to ensure the goods arrive safely.