Fur-You FAQ
We want you to feel confident in your purchase, whether you're shopping for your beloved dog or a thoughtful gift. Below you'll find answers to commonly asked questions across topics like ordering, sizing, care, sustainability, and visiting our studio. If your question isn't covered, we're always happy to help via hi@fur-you.com.au.
Ordering & Production
How does made-to-order work?
We don't keep inventory. Every product is individually screen printed and sewn once you've placed your order. This helps us reduce waste and ensure that each piece is made with care, just for you.
Can I change or cancel my order?
We begin preparing your order soon after it's placed. If you need to make a change (like print design or colour), please contact us within 24 hours. After that, changes or cancellations aren't possible.
What currency are your prices listed in?
All prices are listed in Australian Dollars (AUD).
Where are your products made?
Everything is designed, printed and handmade in Melbourne, Australia. We work with local makers to minimise our carbon footprint and support ethical production.
Shipping & Delivery
How long will my order take to arrive?
Please allow 2–4 weeks for your order to be made and delivered. We’ll send you a confirmation email when your item has shipped, along with tracking details.
Do you ship internationally or offer express shipping?
We currently ship within Australia. International and express shipping options may be introduced in future as we grow—join our mailing list for updates.
How do I track my order?
Once your item is shipped, you’ll receive an email with a tracking link. If you haven't received it or have trouble tracking, please reach out to us.
What happens if my parcel is delayed or lost?
If your parcel is delayed, we recommend checking the tracking link first. If it appears lost or hasn’t moved in several days, contact us and we’ll investigate and help resolve it quickly.
Returns, Refunds & Faulty Items
Do you offer refunds or exchanges?
Because our products are made-to-order, we don't offer refunds or exchanges unless the item is faulty. Please refer to our size guide carefully before ordering.
What if I receive a faulty item?
We're so sorry! If your item is damaged or defective, email us within 7 days of receiving it. Include photos and a description of the issue and we’ll organise a replacement or refund promptly.
How do I organise a return or report an issue?
Simply email us at hi@fur-you.com.au with your order number and a brief description of the issue. We’ll guide you through the next steps.
Sizing & Fit
How do I choose the right size for my dog?
Check our detailed size guide on each product page. Measure your dog’s chest and neck circumference, and length from base of neck to tail. If in doubt, email us and we’ll happily assist.
What if my pet is between sizes?
We generally recommend sizing up for comfort. Our garments are designed for layering and movement.
Can I get sizing help before ordering?
Absolutely. Send us your dog’s measurements and breed and we’ll help recommend the best fit.
Product Care
How do I wash and care for my Fur-You garments?
- Cold machine wash on a gentle cycle
- Turn inside out to protect the print
- Do not bleach
- Tumble dry on low or air dry flat
- Do not Iron print
Will the prints fade or crack?
With proper care, your screen-printed garments will hold up beautifully. Turning the garment inside out before washing and air drying will extend its life.
Gifting & Special Requests
Can I send something as a gift?
Yes! You can enter a different shipping address at checkout. We also offer gift wrapping upon request.
Do you offer gift wrapping or personal notes?
We do! Leave a note at checkout or email us after your purchase to request wrapping or a personalised message.
Do you sell gift cards?
We are working on offering digital gift cards—stay tuned! Sign up for our newsletter to be first to know when they launch.
The Studio & Screen Printing
Can I visit your studio?
Yes, we offer walk-through studio visits by appointment. You can see our screen printing process up close and learn more about how your petwear is made.
What’s the ‘Print with Mel’ experience?
It's a hands-on workshop where you can screen print your own petwear. These sessions are perfect for gifts, creative days out, or bonding with your pup-loving pals. Details and bookings will be available on our website.
What makes your screen printing process special?
Every design is hand-drawn and screen printed using eco-conscious inks. Our slow, considered approach allows us to create small-batch, wearable art for pets and their people.
Sustainability & Values
What makes Fur-You sustainable?
Our entire business model is built around sustainability. We:
- Make only what is needed (no wasteful overstock)
- Use reclaimed, recycled and natural fabrics where possible
- Print everything by hand in our Melbourne studio
- Work with local makers to reduce our carbon footprint
What kind of materials do you use?
We carefully source natural fibres, up-cycled fabrics and end-of-roll textiles. Our packaging is plastic-free and recyclable.
How does made-to-order reduce waste?
By making products only when they’re ordered, we avoid excess stock and unnecessary textile waste.
Why do you make everything locally?
Local production allows us to monitor quality, reduce transportation emissions, and support the creative economy here in Melbourne.
✉️ Contact & Support
How do I contact you?
Email us anytime at hi@fur-you.com.au and we’ll respond as soon as possible.
What’s the best way to ask a quick question?
For sizing advice or order updates, email is best. We’re also active on Instagram—send us a DM and we’ll do our best to help!