Refund policy

We do not offer refunds for change of mind, as we hold limited stock of each size and many items are made to order.

Faulty or damaged items
If your item arrives faulty or damaged, or you receive the wrong item, please contact us at woof@clothesbyportia.co.nz as soon as possible so we can assess the issue and make it right.

Bespoke and custom items
Bespoke, custom, and personalised items cannot be refunded or exchanged, as these are made specifically for you and your dog.

Sale items and gift cards
We cannot accept returns or refunds on sale items or gift cards.

Refunds
Where a refund is approved (for example, for a faulty item), you'll be notified once we've assessed it, and the refund will be issued to your original payment method. Please note it can take some time for your bank or card provider to process and post the refund.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, custom products (such as special orders or personalised items). Please get in touch if you have questions or concerns about your specific item. 

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.

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. Please remember it can take some time for your bank or credit card company to process and post the refund too.