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 M or L 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.

How long does it take to dispatch my order?
We try and dispatch all orders within 1-2 business day/s. During peak periods there might be a delay, however we will endeavour to dispatch at the earliest convenience.

What types of payment do you accept?
We accept MasterCard, Visa, America Express and PayPal.

Shipping

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

How much does shipping cost?
We offer a flat rate shipping fee of $10 (AUD) within Australia and $15 (AUD) for the rest of the world.

How long does shipping take?
The shipping time is approximately 10 business days.

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

Returns and Exchanges

Can I exchange products because of sizing issues?
Yes, we are happy to offer an exchange, as we understand sizing is hard to get right. Please contact customercare@tommybella.com with your order number within 7 days of receiving your purchase and we will help start the exchange process. For collars with personalised leather and metal tags, we are happy to offer an exchange for the right sized collar but will be unable to exchange the personalised leather and metal tags. We recommend detaching the personalised leather and metal tags to be used on the new collar.

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.