FAQs
Frequently Asked Questions (FAQs)
Everything you need to know before welcoming your new chilli&nala piece.
GENERAL
1. Who are Chilli & Nala?
Chilli (our cheeky Cavoodle) and Nala (our playful American Staffy) are the inspiration behind the brand. Every design is thoughtfully tested and approved by them before becoming part of a collection.
2. Are your products tested on dogs?
Always. Each piece is wear-tested for comfort, durability and fit to ensure it meets our standards — and theirs.
3. What sizes do you offer?
Our collections are available in sizes to suit everything from petite pups to larger breeds. Please refer to the Size Guide located on each product page for detailed measurements.
4. How do I choose the right size?
We recommend measuring your dog’s neck and chest and comparing this to our Size Guide. If you’re unsure, email us your pup’s breed and measurements — our team will happily assist with personalised sizing advice.
🚚 SHIPPING + DELIVERY
5. How long will my order take to arrive?
Orders are processed within 1–5 business days. Estimated delivery times:
- Standard Shipping: 3–7 business day
- Express Shipping: 1–3 business days
Delivery times may vary slightly depending on location.
6. Will I receive tracking details?
Yes. Once your order has been dispatched, you will receive a confirmation email with tracking information.
RETURNS + EXCHANGES
7. Do you accept returns?
We offer store credit for eligible returns within 30 days of delivery (excluding sale items and international orders). Items must be unused, unwashed, and returned in original condition with tags attached. Please refer to our Returns Policy for full details.
8. What if my order arrives damaged or incorrect?
If something isn’t quite right, please contact us at info@chilliandnala.com.au within 30 days of delivery and we will resolve it promptly.
PRODUCTS + CARE
9. How should I care for my accessories?
Care instructions are listed on each product page. Most items can be spot cleaned with mild detergent and warm water. Harnesses and collars should be hand-washed and air-dried. We recommend avoiding machine washing or tumble drying to preserve structure and finish.
10. Are your products suitable for all breeds?
Yes. Our designs prioritise safety, functionality, and comfort across a wide range of breeds — from smaller companions to stronger pullers.
11. Do you release limited collections?
We regularly launch seasonal pieces and limited-edition prints inspired by travel, elevated streetwear, and our signature European aesthetic. Once sold out, many styles do not return.
ABOUT US
12. Is chilli&nala Australian owned?
Yes — we are a proudly Australian, family-owned brand based in Sydney, NSW.
13. How can I get in touch?
You can reach us at info@chilliandnala.com.au or connect with us on Instagram @chilliandnala. We value thoughtful conversation with our community.