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.

RETURNS + SHIPPING + POLICIES + TERMS OF SERVICE

Chilli & Nala Pet Accessories

SHIPPING POLICIES

Processing Time
All orders ship within 1–3 business days (Monday to Friday). Need your order sooner? Email us at info@chilliandnala.com.au and we’ll do our best to help.

Orders under $150 will be charged a flat-rate shipping fee based on order weight, destination, and service type.

Estimated Shipping Times
Shipping times vary depending on your location and selected delivery method. Orders are shipped Monday through Friday, excluding public holidays. You'll receive a shipping confirmation email with tracking details once your order has been dispatched.

• Standard Shipping (3–7 days): Begins after processing time.
• Express Post (1–3 days): Begins after processing time and shipped via Express Post.

Customs, Duties & Import Taxes
We declare accurate commercial values for all non-Australian orders. Customers are responsible for any customs duties or import taxes that may apply.

Unclaimed, refused, or returned international orders will be refunded (product cost only) minus a 10% restocking fee. Shipping fees are non-refundable. International orders may take up to 3 weeks to arrive.

Incorrect Address / Returned Mail
Please double-check your shipping details at checkout. Chilli & Nala is not responsible for packages delivered to incorrect addresses. Any returned packages can be re-shipped at the customer’s expense.

If your package is marked “delivered” but you haven't received it, it is your responsibility to contact your local postal service to investigate.

Lost or Undelivered Packages
Once a package leaves our hands, it is the responsibility of Australia Post. If your order is marked as delivered but is missing, please contact your local post office for assistance. Chilli & Nala is not liable for lost parcels and does not issue refunds for them.

RETURN POLICIES

We do not accept returns on SALE items or international orders. Items no longer available on our website are also ineligible for return.

Returns (Store Credit Only)
To request a return, email info@chilliandnala.com.au within 30 days of delivery (as confirmed by Australia Post tracking).
Returns must meet these conditions:

• Items must be returned within 30 days of delivery
• Original condition: unworn, unwashed, tags attached, and in original packaging
• Once received and approved, store credit will be issued for the item value only
• Buyer is responsible for return shipping costs
• A restocking fee may apply if the return is not neatly packaged or in original condition
• Shipping costs are non-refundable
• Returned items will not be held during transit

Quality Control Issues
If your item arrives damaged or incorrect, please contact us within 30 days of delivery at info@chilliandnala.com.au.

To be eligible for replacement or refund:

• The item must be returned in its original condition (tags on, unwashed, unworn, neatly packaged)
• Incorrect or damaged items returned without proper packaging may incur a restocking fee

Order Cancellations
If you need to cancel your order, please contact us as soon as possible. Cancellations will incur a deduction for Credit Card/PayPal processing fees.

Sales and Promotions
Items purchased during promotional periods (e.g., Black Friday) are FINAL SALE and not eligible for return.

PRIVACY POLICY

Chilli & Nala respects your privacy. We use your shipping, billing, and contact details only to:

• Communicate with you about your order
• Fulfill your order
• Comply with legal obligations

We will never sell or share your personal information without your consent.

By using our website, you agree to our privacy policy and terms of service.