Furra FAQ – Frequently Asked Questions
Welcome to Furra’s FAQ! Below are answers to the most common questions about our shop, orders, policies, and support. If you still have questions, feel free to email us at contact@furra.com.au.
📦 SHIPPING
Do you ship internationally?
No, we currently ship within Australia only.
How much is shipping?
We charge a flat rate of $10 AUD for standard shipping within Australia.
How long does shipping take?
After dispatch, delivery generally takes:
- 2–10 business days for metro areas
- 5–15 business days for regional or remote areas
How long until my order is sent out?
We typically process orders within 1–3 business days. During busy periods or sales, it may take slightly longer.
Will I receive tracking?
Yes! Once your order is shipped, you’ll receive a tracking link via email.
🔄 RETURNS & REFUNDS
Can I return my order if I change my mind?
We may accept returns for change of mind within 30 days, as long as:
- The item is unused and in original packaging
- It’s not marked as Final Sale
- You cover return postage
Please note: Slight variations in colour or shine are normal and not considered faults.
How to request a refund or return?
Click the profile icon in the store's menu or click here to go to the login page.
1. Log in to your account:
a. In the "Email" field, enter your email address, and then click "Continue".
b. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
c. Go back to the online store, and then enter a six-digit verification code.
2. Click "Request return" for the order that you want to submit the return for.
3. If your order has more than one item, then select the items that you want to return.
4. Select a return reason and add a note for the store.
5. Click "Request return".
If your return request is approved and requires shipping, then you receive an email with shipping instructions and a return shipping label. After the product is returned, you receive a refund.
We aim to respond within 1–2 business days.
What if I ordered the wrong breed or style?
This counts as a change-of-mind return. You're welcome to return the item (if eligible) and reorder the correct one.
What if my item is faulty or incorrect?
If your item arrives damaged or not as described, email us within 30 days with your order number and photos. We’ll sort it out ASAP in line with Australian Consumer Law.
Are shipping costs refundable?
Only if your item is faulty or not as described. Otherwise, original shipping costs are non-refundable.
🧾 ORDERS & PAYMENT
Can I cancel or change my order?
Once an order is placed, we start processing quickly. If you need to change or cancel, please email us right away — we’ll do our best to help if the order hasn’t been dispatched.
What payment methods do you accept?
We accept Visa, Mastercard, Apple Pay, Google Pay, and Shop Pay via Shopify’s secure checkout.
I forgot to apply my discount code — can you add it later?
Unfortunately, discount codes can’t be applied after the order is placed.
How can I add my 10% discount on top of the current special discount?
Once you've subscribed to our newsletter and clicked on the "Apply discount code" button, the 10% discount will automatically be added.
If not, you can manually enter the discount code during checkout in the Discount code field.
📌 OTHER QUESTIONS
Are Furra keychains safe for kids?
Furra keychains are small and contain small parts. They are not toys and should be kept out of reach of children under 3 years of age.
What are Furra charms made from?
They are made from transparent high-quality plastic and assembled by hand. Each one may have slight differences in clarity or texture — this is normal.
Can I give Furra as a gift?
Absolutely! Furra makes a beautiful, heartfelt gift — especially for someone who loves their pet deeply or is grieving a furry friend.
Still stuck? Email us anytime at contact@furra.com.au – we’re happy to help