FAQ

FREQUENTLY ASKED QUESTIONS.
WE’VE DONE OUR BEST TO ANSWER THEM ALL.

Our shipping and product information can be found here. If we didn’t address your question, please contact us below.

Where does Hound & Soul ship?

We ship to Australia and all over the world.

What is the cost of Shipping?

Shipping is calculated at checkout.

Standard shipping anywhere in Australia with Australia post, Sendle and Aramax couriers. 

We also offer a DHL for standard international shipping (including tracking).

For international shipping, you will be responsible for all customs associated charges within your country.

If you need your products urgently, please email info@houndandsoul.com.au to discuss.

When can I expect my delivery?

It usually takes 48 hours to dispatch an order. Australian orders usually arrive within 5-7 working days. Remote areas may experience longer delivery times. International delivery times vary based on your location. When your order has been dispatched, you’ll receive a tracking number.

What payment methods can I use?

Several secure payment methods are accepted, including Visa, MasterCard, American Express, and PayPal. 

We accept Afterpay and Zip.

What is your refund/exchange policy?

Upon receiving your products, we will provide you with a full refund or exchange, provided that they are unused and undamaged, within 14 days of receiving the goods. If you wish to receive a refund or exchange, please email us at info@houndandsoul.com.au

 

You will be responsible for the return shipping, any losses, thefts or damages during transit.

Your item return needs to have the receipt or proof of purchase.

What happens when you receive my returned items?

Our team will inspect the returned item as soon as we receive it, and we will notify you that it has been received.

We’ll let you know right away if your refund has been approved.

After we approve your return, your credit card (or original payment method) will be refunded.

Based on your card issuer’s policies, you should receive the credit within a certain amount of time.

Can i change or cancel my order?

Please email us at info@houndandsoul.com.au immediately if you require a change or cancellation of your order. 

Unfortunately, you can’t cancel or change an order once it’s been dispatched. If you decide to cancel or change your order after it’s been dispatched, please follow our refund/exchange policy.

How do I apply to be a wholesale customer ?

Our retail partners are an important part of the Hound and Soul community and we look forward to learning more about your business and exploring a potential partnership!

 

Visit our wholesale page. Here you can fill in your business details. We’ll review your application and advise you of approval.

Please contact us if you have not received notification of approval from us within 2 weeks of submitting your application.

Who is eligible to be a wholesale customer?

We welcome retailers, dog groomers, market stall holders, and anyone else who holds an ABN to apply for a wholesale account with Hound and Soul.

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