Frequently Asked Questions:

SIZING:
You can find size guides under each product on our store. If you need further help with sizing, please email us at hello@wilkopetcare.com

DO YOU SHIP INTERNATIONALLY?
Yes Wilko Petcare ships worldwide ! Shipping prices will show at checkout. 

CAN I GET A REFUND OR EXCHANGE?
Wilko Petcare will happily exchange an item should the size or colour not be right. Please email us at hello@wilkopetcare.com where we will provide return address and organise new size/colour. Exchange postage costs are at the customer's expense. Please include a prepaid postal satchel with your return, alternatively we can invoice you through paypal for shipping once original item is recieved. Should the item not be in it's original condition we will need to return original item at your own expense. Wilko Petcare has a strict no refund policy.
 
WHAT PAYMENT OPTIONS DO I HAVE?
Wilko Petcare offers two payment options; Paypal and Credit Card, powered by Stripe. Stripe is a transparent online payment system businesses use to accept credit card payments over the Internet. Stripe System have the most stringent level of PCI compliance and credit card security possible. Through Stripe you can pay with a VISA or Mastercard. Please note that we do not accept American Express. The currency displayed on Wilko Petcare is in AUD. The bank that has issued your credit card determines the exact exchange rate that you will pay.

I MADE A MISTAKE ON MY ORDER, CAN I CHANGE IT?
If your order hasn't been shipped, we will do our best to accomodate amendments of your order. Please notify us as soon as you can, as we ship 5 days a week. Wilko Petcare is not responsible if the order has been shipped and there is a mistake in order (postal address, size, colour). 

WILL I BE CHARGED CUSTOM FEES OR TAXES ?
As the customer, you are liable for all import duties, customs and taxes applicable to your order. Please note that Wilko Petcare does not have any control of any duties, customs and taxes levied by the country your order is being shipped to. We cannot advise you what the cost will be as these charges can vary according to country. Since these fees are not computed nor applied to orders by Wilko Petcare, please contact your local customs office to find out more information if you are unsure of the charges.

WHERE CAN I FIND MY TRACKING DETAILS?
Once your order has been shipped you will receive an email notification with tracking details. Please note if you type your email address incorrectly into your order, then your won't receive your tracking number. Alternatively, you can log into your Wilko Petcare account at any time and click on your order, which will show your tracking details. 

MY ITEM SHOULD HAVE ARRIVED BY NOW?
Please log into your Wilko Petcare account and check the status of your order. Public Holidays, Christmas, New Year and Easter periods can cause delays. Shipping time frame is out of Wilko Petcare's control once your package has been sent. Should your shipping status not be clear, please contact us at hello@wilkopetcare.com and we will happily help you out.

I DIDN'T RECEIVE MY PACKAGE AT ALL ?
Wilko Petcare is not responsible for any lost or stolen packages. Please ensure that the postal address provided with your order is a safe address to leave package if no one is home. Should your package get lost in the mail, it is the customer's responsibility to follow up with the postal service. We will happily provide shipping details, however it is the Postal Service and Customer that need to deal with the lost package. 

HOW MUCH IS SHIPPING?
At checkout you will be provided with a regular and express shipping option. Shipping time frames will also be displayed here. This will vary for each country. Wilko Petcare
 offers free shipping for Australian orders over $150, this is regular shipping, not express. Should you need express shipping, please select the Express option, which will be at customer's expense. For our International customers, all standard international shipping costs/expenses apply.