FAQ

21A Saint Heliers Bay Road, St Heliers, Auckland 1071, New Zealand

Our team want to give you the best experience possible when shopping at Louis and Phoebe. We want to bring you quality, distinctive products from around the world and New Zealand. Go on spoil your best friends!! If you have any queries what so ever please do not hesitate to contact us at +64 21 562 051 Head pet lover Jane Boyd

Shipping costs are calculated at checkout, simply enter the postcode for your shipping address and it will display the total cost for delivery. What if my parcel goes missing? If your parcel goes missing please contact the courier company as it is their responsibility (they have been paid) to deliver your parcel. We try to send all of our parcels tracked and they should be signed for.

While we hope that you’re always delighted with your order, we understand that there are occasions you may want to return items. If you do wish to return an item you are entitled to exchange, receive a credit or a full refund excluding delivery costs on all purchased items. However, if you do have a problem with an item we would appreciate an email with a photo if possible within 7 working days. Please add your order number with a note so we know who the parcel is from. Please note..If you have bought the wrong size please return your product in its full packaging. Please do not take the tickets off as we can’t re sell the product. All undamaged correctly returned items will be refunded in full, providing you let us know by email and return within 7 working days. We will only reimburse postage for damaged, defective or incorrectly sent items only. We reserve the right to refuse a return product that is damaged by the recipient due to lack of care or disregard of the product. If you have contacted us and are returning your item please send to:- Louis and Phoebe Ltd 21a St Heliers Bay Road, St Heliers Auckland 1071 Damaged on arrival If you receive a product and it is damaged it would have happened on the way to you. All products leave Louis and Phoebe in perfect condition. If any thing is Fragile we wrap every thing carefully to make sure it will arrive safely and make it very clear on the box with fragile stickers. Please contact the courier and get a refund as we will need to get a refund from the courier in order to replace your purchase.

You are never constrained by store opening hours. You can shop our on line store anytime of the day or night, every single day of the year – our on line store is never closed. Just think, no traffic jams, hassle finding a car park. Just imagine your pet looking very stylish and clean (if you buy our pet shampoo). Happy shopping