Frequently asked questions
Shipping
How long will it take to get my order?
It depends on your location within Australia. Standard Premium Shipping has an estimated delivery time of 7–15 business days after dispatch. Express Premium Shipping has an estimated delivery time of 5–10 business days after dispatch. Delivery details and tracking information will be provided in your confirmation email.
HELP! I provided a wrong address. What can I do?
Now you should be quick. We can only change your shipping address before the package leaves our facility.
What shipping carriers do you use?
We use trusted carriers for international shipments, with final delivery across Australia handled by partners such as Australia Post, Aramex and iMile, to ensure safe and timely delivery of your order.
Can I return my product?
We always aim for make sure our customers love our products, but if you do need to return an order, we’re happy to help. Just email us directly and we’ll take you through the process.
Where do you ship from?
Orders are shipped from international fulfilment centres and delivered across Australia by trusted local courier partners.
Pricing & Taxes
Are prices shown in AUD?
Yes. All prices on our website are displayed and charged in Australian Dollars (AUD). The amount shown at checkout is the amount charged to your card.
Please note that some banks may apply an international transaction fee based on the merchant’s location or payment processing route. This fee is set by your bank and is outside of our control.
Is GST included in the price?
GST is included where applicable and handled in accordance with Australian tax requirements. You will not be required to pay any additional GST or import taxes upon delivery.
Warranty
What if it stops working?
All Pawluna products go through a strict quality inspection period in order to assure premium products. We offer you a 30 day limited warranty.
In case your product presents malfunctions or manufacturing defects, we’ll quickly organize a free replacement.
However, our warranty does not cover theft, accidental damage, damage from regular wear and tear, or issues resulting from misuse or mishandling.
Extra
Where is Pawluna based?
Pawluna is an international brand operated by Arctive, based in Belgium, serving customers in Australia. Orders are shipped internationally, with final delivery handled by trusted local courier partners across Australia.
Couldn't find your answer?
We're here to help. If you couldn't find the information you were looking for, please reach out to us directly. Our team is eager to assist you.