Shipping policy

 

 

Where do you ship to?

Bisous currently ships to the following countries:

  • Australia
  • New Zealand
  • Canada
  • United States
  • United Kingdom
  • Europe

We are working on growing, so please email us at hello@bisouspets.com if you would like to purchase something and your location isn't currently listed!

 

What is the cost of shipping?

Flat rate shipping costs will be calculated at checkout based on your location and the flat rate shipping charge selected by you. We may change our flat shipping rates from time to time based on the fees charged to us by our delivery service providers, with notice given by posting the updated shipping costs on our website. Please note that our international shipping rates do not include duties and taxes. Local duties may apply depending on the customs rules in your country, and are payable by the recipient.

We offer free shipping Australia wide for all orders over $95.

Country Shipping Type  Flat Rate
Australia Standard Post $7.00
Express Post $13.00
New Zealand Standard International Post $13.00
United States Standard International Post $15.00
Express International Post $30.00
Canada Standard International Post $15.00
United Kingdom Standard International Post $20.00
Europe Standard International Post $20.00

 

Please reach out to our customer service team with any questions, via the Contact Us page or at hello@bisouspets.com.

 

How long will it take for my delivery to arrive?

We process and dispatch all orders within 1-2 business days of receipt of payment. Please allow for an additional 48 hours during peak periods, such as collection launches and promotions.

If circumstances we can’t control affect our ability to dispatch your order, we will contact you to advise of the delay and will complete your order as soon as we can, or discuss with you alternative options.

We use third party delivery service providers to help us get our products to you, and the delivery timeframe is largely dependent on the delivery service provider.

 

How can I track my delivery?

Once your order has been shipped, you will receive an email with a tracking number. If you do not receive an email, please contact our customer service team at hello@bisouspets.com. Please allow up to 48 hours for your tracking number to register.

 

My order hasn’t arrived, what do I do?

We do our best to make sure all parcels arrive as quickly as possible. We recommend contacting our customer service team with your name and order number so we can investigate this with the delivery service provider, and help you receive your parcel as soon as possible.

Please understand that while we will investigate your missing order, we make no representations as to responsibility or liability for any lost or misdelivered order.

 

Will I have to pay duties and taxes on my order?

All international deliveries may be subject to duties and taxes. Duties and taxes are unique to each region and they are the responsibility of the customer. In most cases, duties are charged once the parcel reaches its destination. For more information on duties and taxes in your region, we recommend you visit your local customs website.

Bisous reserves the right to deduct any costs incurred from orders that are refused at customs, including a redirection fee.

Packages may be subject to customs clearance procedures that can cause delays beyond original delivery estimates. Please consider this when purchasing your order.

Any estimate provided for duties and taxes should be used as a guide only. Bisous is not responsible for any additional fees incurred.

 

Can I cancel or change my order?

Unfortunately, as we endeavour to pack and post orders daily, we are unable to change or cancel orders once placed. Please make sure you choose your items carefully and select the correct shipping before placing your order.

 

Can I change the address on my order?

As our orders are processed quickly, we cannot always guarantee that we will be able to change your shipping details. Please contact us at hello@bisouspets.com and we will do our best to assist you.

Please make sure that your postal address details are correct when placing your order – we won’t be responsible for any incorrect or failed delivery if you don’t supply current and accurate postal address details. If your order is undelivered due to your error and returned to us, we reserve the right to require you to pay further postage fees or terminate the order and issue a refund accordingly.

 

Do you ship to PO Boxes or Parcel Lockers?

No, unfortunately we do not ship to PO Boxes or Parcel Lockers. Please make sure you provide a valid street address at checkout.