Frequently Asked Questions

Most frequent questions and answers

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 or phone 021659122
Head pet lover
Jane Boyd

We are in Auckland, New Zealand our retail shop is at 21a St Heliers Bay Road, St Heliers. If you would prefer to pick up your order please contact us at through our website and we will arrange for you to pick up.

Shipping costs are calculated at checkout, simply enter the postcode for your shipping address and it will display the total cost for delivery.

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

Choose the item that you want to purchase and click on the image or the text. Click on the ‘add to cart’ button to place an order into your cart. Make sure you choose the correct size and colour. You can keep adding or remove items from your shopping cart. When you are ready to make your purchase enter your billing address and shipping address and proceed to Payment Express, Afterpay or Lay buy. Proceed to pay for your goods.
You will receive an email form Louis and Phoebe to thank you for your order, and tell you we have received your order and will be processing it in due course. You will receive a tracking number to track your order. Once processed your order is shipped.

Easy Peesy!

Love Louis and Phoebe

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.


Still have questions? Contact us today

Email us with any questions or enquiries. We would be happy to answer your questions.
Call - 09 575 1364
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