FAQ

Below you’ll find answers to some of the most common questions about orders, shipping, returns and products at LuxeWag Collective.

How long does shipping take?

Estimated delivery usually takes 7–20 business days after dispatch, depending on the product, destination, courier service and external delays. Delivery times are estimates only and may vary due to factors such as customs processing, local courier performance, weather and seasonal demand.

How long does order processing take?

Orders are typically processed within 1–5 business days. Processing time includes order verification, preparation and packing. During busy periods, holidays or promotional events, processing times may be slightly longer. You will receive a shipping confirmation email once your order has been dispatched.

Do you provide tracking information?

Yes. Most orders include tracking. Once your order has been dispatched, you will receive an email with your tracking details and a link to follow your parcel’s progress where available.

How can I track my order?

After your order has been dispatched, you will receive a shipping confirmation email with a tracking link or tracking number. You can use this link to follow your delivery. If you have not received tracking details within a reasonable time, please contact us at orders@luxewagcollective.com with your order number.

Can I return my order?

Eligible items can usually be returned, provided they meet our return conditions and are requested within the return window. Returns must be requested within 14 days of delivery. Items must be unused, clean, free from pet hair, odours, stains and damage, and in their original condition and packaging where possible. Please refer to our Returns & Refunds Policy for full details.

What should I do if my item arrives damaged?

If your item arrives damaged, please contact us at orders@luxewagcollective.com as soon as possible. Include your order number, a description of the issue and clear photos of the item and packaging. We will review your case and work with you to find a suitable solution in line with our Returns & Refunds Policy.

What should I do if I receive the wrong item?

If you receive an incorrect item, please email orders@luxewagcollective.com with your order number, a description of the issue and clear photos of what you received. We will investigate and help correct the order.

Are your products suitable for dogs and cats?

Many of our products are suitable for both dogs and cats, while some are designed with a specific pet in mind. Please check the product description for details on suitability. If you are unsure, feel free to contact us and we will be happy to advise.

How do I choose the right size?

We recommend measuring your pet carefully before ordering and comparing your measurements with the guidance provided on the product page or in our Size Guide. Consider your pet’s length, height and weight, as well as their typical sleeping or resting position. If you are between sizes, we generally suggest choosing the larger option for comfort.

How do I care for my product?

Care instructions vary by product and material. Please refer to the product description and any care labels provided. You can also visit our Care Guide for general advice on caring for fabric items, carriers, bowls, feeding stations and accessories.

How can I contact LuxeWag Collective?

You can reach us via the contact form on our Contact Us page, or by email at:General enquiries: info@luxewagcollective.comOrder support: orders@luxewagcollective.com

“For any order issues, including missing items, damaged products, incorrect products or delivery concerns, please contact us at orders@luxewagcollective.com with your order number, a clear description of the issue and photos where applicable.”