Store Policy
Customer Care
At Cabin & Hound, we want shopping with us to feel simple, considered and reliable. If you have a question about a product, an existing order, delivery or anything else, please contact us through our website contact form. We aim to respond within 1–2 business days. If your enquiry relates to an existing order, please include your order number so we can assist you as quickly as possible.
Privacy & Safety
Your privacy is important to us. We collect and use personal information only where reasonably necessary to process orders, provide customer support, operate our website and communicate with you where you have chosen to receive updates or marketing. Payment information is processed securely through our payment providers. Cabin & Hound does not directly store your complete payment card details. We do not sell your personal information to third parties. Where we use service providers to help operate our store, fulfil orders, process payments or deliver communications, information may be shared with those providers only as reasonably necessary to provide those services.
Payment Methods
Available payment methods are displayed at checkout. All prices and applicable charges will be shown before you complete your purchase. Orders are not confirmed until payment has been successfully processed. For international customers, your bank or payment provider may apply currency conversion fees or other charges outside of Cabin & Hound’s control.
Shipping
Cabin & Hound ships within Australia and internationally. Shipping availability, costs and estimated delivery times are calculated at checkout based on the items in your order and your delivery location. Some products may be dispatched separately and may arrive in more than one delivery. Once your order has been dispatched, tracking information will be provided where available.Delivery timeframes are estimates only and may be affected by carrier delays, public holidays, peak shopping periods, customs processing or other circumstances outside our reasonable control. International orders may be subject to customs duties, taxes or import charges imposed by the destination country. These charges are the responsibility of the customer.
Changes & Cancellations
If you need to change or cancel an order, please contact us as soon as possible. We will do our best to assist, however orders may enter processing shortly after they are placed. Once an order has been processed, prepared for dispatch or shipped, we may no longer be able to change or cancel it.
Returns & Refunds
We want you to be happy with your Cabin & Hound purchase. If you would like to request a return, please contact us with your order number, the item concerned and the reason for your request. Unless otherwise required by Australian Consumer Law, change-of-mind returns must be requested within the return period stated on our Returns Policy and items must generally be unused, in their original condition and with original packaging intact. Certain items may be excluded from change-of-mind returns for hygiene, safety, personalised-product or other reasons. Any relevant exclusions will be stated where applicable. Approved refunds will be processed back to the original payment method. Nothing in this policy excludes or limits any rights you may have under Australian Consumer Law.
Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty or incorrect, please contact us as soon as possible. Include your order number, a description of the issue and clear photographs of the item and packaging where relevant. We will review the issue and work with you to arrange an appropriate remedy in accordance with applicable consumer law. Please do not dispose of damaged items or packaging until we have reviewed your request, as photographs or other information may be required.
Product Information
We take care to present product descriptions, measurements, colours and images as accurately as possible. However, colours may vary slightly depending on your screen settings and handmade, natural or manufactured products may have minor variations between items. Where sizing applies, please review the measurements or size guide on the product page before ordering.
Contact
For questions about these policies or an existing order, please contact Cabin & Hound through the contact form on our website. We aim to respond within 1–2 business days.