Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be new and unused — in the same condition you received it, with tags and in its original packaging. You'll also need your receipt or proof of purchase. Used or worn items can't be accepted.

To start a return, contact us at hello@thecollie.com.au.

Who pays for return shipping

• Change of mind: if you change your mind within 30 days, the return is on us to accept — but you cover the cost of return shipping. This includes choosing the wrong size for your dog. Our sizing details are listed across the product pages, so please check them before ordering.
• Faulty or incorrect items: if the item is defective, damaged, or we sent the wrong product, we cover the return shipping.

If your return is accepted, we'll send instructions on how and where to send your package. Items sent back without first requesting a return won't be accepted.

Please note that refunds apply to the purchase price of the item only. Shipping charges and any other associated fees are non-refundable.

You can always reach us with any return question at hello@thecollie.com.au.

Damages and issues

Please inspect your order on arrival and contact us immediately if the item is defective, damaged, or incorrect, so we can evaluate the issue and make it right. Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at hello@thecollie.com.au.