Our returns policy lasts 30 days, so if 30 days have gone by since your purchase, please contact us and let us know what the issue/problem is; we’ll work with you to try and resolve it as quickly as possible.
Please note Gift Cards are non-refundable if they have been used; in partial or in full.
Take a photo of the product/issue and please contact us at haylo@pugparties.com to let us know straight away. We want to get the issue/problem resolved as soon as possible, once proof of purchase has been verified.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging, but we understand that sometimes that is not always possible and should not stop you from contacting us.
Depending on the issue/problem, we will arrange for the product to be returned to us for inspection, and will then be in touch to discuss the option of a refund or exchange.
The time frame for order delivery is divided into two parts:
Processing time: Order verification, tailoring, quality check and packaging. All orders are sent to the manufacturer for dispatch within 24 hours after the order is placed. The manufacturer and courier process the orders, which takes an additional 2–4 days.
Shipping time: This refers to the time it takes for items to be shipped from our warehouse to the destination. International delivery usually takes about 12 - 20 business days. After processing and leaving the warehouse, items usually take between 7 and 14 days to arrive at their destination but can take longer from time to time.
If our warehouse lets us know that your product is going to be delayed for any reason, we will let you know immediately and give you the option to cancel your order if you do not wish to wait.