FAQs

Products

How do I clean and care for the leather products?
Please use a soft damp cloth to remove any dirt and stains. We also encourage you to keep the leather away from cosmetics, oils and other corrosive cleaning detergents to maintain the product.

What size collar should I purchase for my pet?
Please see our sizing page that provides a guide based on measured lengths.

What size leash should I purchase for my dog?
We recommend you choose the small dog leash if your dog fits our XS or S collar and the large dog leash if your dog fits our S/M, M, L or XL collar.

What size should I order if my dog is between sizes?
We recommend you select the bigger size if your dog is between sizes.

How accurate are the colours on the website?
We have tried to ensure the colours on the website reflect the true colours of the physical product, however, we cannot guarantee your monitor will reflect this.

Orders

What currency is used on the website
All currency on the website is in AUD.

What currency will my transaction be procced in?
All transactions will be processed in AUD.

Can I cancel an order I recently placed?
Please email us at customercare@tommybella.com and we can assist with your enquiry.

What types of payment do you accept?
We accept MasterCard, Visa, America Express, PayPal, Apple Pay, Google Pay, ShopPay and AfterPay.

Shipping

Do you ship internationally?
Yes, we do ship internationally.

How much does shipping cost?
We offer a flat rate shipping fee of $10AUD within Australia and $15AUD within New Zealand. For the rest of the world, we offer a flat rate shipping fee of $30AUD, or Auspost Standard Rate if over 500 grams.

When will I receive my order?
For orders with a shipping address based in Australia or New Zealand, once the order has been placed, it will take approximately 10 business days (excludes weekends and public holidays) for your furry best friend to receive their Tommy & Bella accessories.

For orders with an international shipping address, once your order is dispatched we will notify you by email of a tracking code. Delivery times for international orders will vary depending on the country, state and post code. Please use your tracking number as a reference to check the status of your delivery.

When will I receive a shipping confirmation email?
A shipping confirmation with a tracking code will be emailed to you once the order has been dispatched.

How do I track my order?
You can track your order via the tracking code provided in the shipping confirmation email once your purchase has been dispatched.

Returns and Exchanges

Can I exchange products because of sizing issues?

We are happy to offer exchanges for sizing issues, as we understand it can be hard to get right. Please contact customercare@tommybella.com with the following within 7 days of receiving the product/s and we will help start the return process:

1) Tommy & Bella order number

2) The product to be exchanged and the new size needed

All products to be exchanged have to be returned in unused condition and in original packaging. Once we have received the collar at our PO Box, it will be reviewed by our team to determine if the size exchange can go ahead. If the products returned cannot be approved for an exchange, we will email you with further details.

Price difference between product sizes, postage and personalisation costs to complete the exchange process will be the responsibility of the customer. 

What happens if I receive a faulty product?
Please contact customercare@tommybella.com with your order number within 7 days of receiving it. We will do our best to dispatch a replacement at the earliest convenience.

What happens if I receive an incorrect product?
Please contact customercare@tommybella.com with your order number within 7 days of receiving it. We will do our best to dispatch the correct item at the earliest convenience.