FAQ
Shipping
Pompous Pets South Africa works closely with The Courier Guy for all our delivery needs. Our lead time for all major cities within South Africa (Cape Town, Johannesburg, Pretoria and Durban) is between 2-3 working days from the time of ordering. For outlying areas you can expect your delivery within 3-5 working days from the time of placing your order.
We charge a basic shipping fee of R110 for all orders. If the value of your order exceeds R1000 we will ship your order free of charge. Since we are a small business we only ship within South Africa at this time.
Should you require any assistance to amend your order or your delivery day & time, please contact us at orders@pompouspets.co.za or message us on any of our social media platforms such as Facebook or Instagram and we will do our best to assist you.
Would I be able to Return my Order?
You can log a return by emailing us at orders@pompouspets.co.za within 7 days of receipt. We only refund orders if they are faulty, otherwise we will issue a store voucher for the full amount excluding shipping cost. If any of your products arrive damaged in any way, please email us immediately detailing the issue and we will either refund you or exchange the damaged item per your preferred choice. Should you have ordered the incorrect item & want to exchange it for another item, the shipping cost is at the buyers own expense.
Who manufactures our Products?
We are a South African pet accessories brand and are passionate about providing our South African pets and owners with the best products available. Therefore we do not want to limit our choices by only sourcing locally. We have made connections with some incredible international manufacturers who fit our quality control & ethical standards.
Incorrect Order?
We are so SORRY! Small team working over here, so mistakes are totally bound to happen. Please contact us at orders@pompouspaws.co.za and provide us with your invoice number so we can delivery you your missing products at our own cost. We will arrange for The Courier Guy to collect your incorrect order as well.
What size Should I order?
Please note we have changed Manufacturers. Our NEW harnesses use a slightly different sizing chart than our first two collections. We have a detailed sizing guide available on every relevant product page, which showcases exactly where you should measure your pet. If in between sizes, please always size up. Should you still be unsure of your decision, please get in touch with us at info@pompouspets.co.za
Updates on Sales & Promotions
Subscribe to our newsletter and you will be kept up to date on all our upcoming promotions, sales and new releases. You can also follow us on our social media accounts, Facebook & Instagram; to hear about any latest news regarding product launches and collaborations.
Do you accept custom size orders?
Unfortunately at this stage we do not offer customised orders. However should you have any suggestions regrading the sizing for a specific breed, we would be more than happy to hear it.
Health Concerns for my pet
Should your pet develop a reaction after coming in contact with our products, please take him/her to your local vet immediately to find out what may have caused the reaction. Whilst we ensure to only sell safe products for your pets, just like us, pets have allergic reactions too. Pompous Pets South Africa cannot be held liable for any injury or illness relating to use or consumption of our products, please make sure you read our detailed terms & conditions page for more information.
If your dog has developed a rash from the harness you have ordered, please document the instance and get in touch with us at orders@pompouspets.co.za, it might be that you ordered an incorrect size or that our harnesses don’t suite your dogs body shape. We will do our best to assist you with any issues.
Returns & Exchanges
We want nothing more than for you to absolutely LOVE your Pompous Pets order! All our materials from the webbing to the thread used, has the correct safety and strength requirements. However should you have any issues with our products quality PLEASE do get in touch with our team immediately by emailing us at orders@pompouspets.co.za, We pride ourselves on offering great quality pet accessories but we also understand that sometimes accidents can occur, we would love the opportunity to make it right.
Please provide us with an email detailing the issues you have experienced as well as your order number, so we can ensure to improve our service to you. Should you have simply changed your mind and wish to order a different style or size, products need to be returned in their original packaging to qualify for an exchange. Unfortunately we do not offer refunds unless your product was faulty. You will receive store credit for the full amount minus the courier cost, which can be used to purchase something else at any time in the future.
Any refunds for faulty products are issued to the original form of payment and are processed within 15 business days of receipt of returned merchandise. You will be refunded the purchase amount and any applicable sales taxes, however shipping charges are non-refundable. We do NOT charge for the collection of damaged goods however, should you simply want to exchange your order for a different style, delivery charges will apply.
- Should you have bought an incorrect size or style, you will be responsible for the shipping costs involved in the exchange.
- The order is your responsibility until it reaches us. If you dont wish to make use of our courier company, please use a trusted courier service that will ensure safe delivery of your order.
- The cost of returning your order to us is your responsibility unless the order arrived with you faulty.
We reserve the right to exclude sale items from our regular returns policy. We reserve the right to modify our returns policy at any time.