Frequently Asked Questions

We've put together answers to the questions we hear most often. If you can't find what you're looking for, please don't hesitate to contact us — our team is always happy to help.

📦 Orders & Payment

How do I place an order?

Simply browse our store, add your favourite items to the cart, and proceed to checkout. We accept all major credit cards, PayPal, and other secure payment methods. You'll receive a confirmation email as soon as your order is placed.

Can I modify or cancel my order after placing it?

We process orders quickly to ensure fast delivery. If you need to make changes, please contact us at support@consupere.com as soon as possible. We'll do our best to accommodate your request, but we cannot guarantee changes once an order has been dispatched.

Is it safe to shop on your website?

Absolutely. Our website uses SSL encryption to protect your personal and payment information. We never store your full card details, and all transactions are processed through secure, trusted payment gateways.

🙩 Shipping

Where do you ship to?

We ship to most countries worldwide. Shipping availability and rates are calculated at checkout based on your delivery address.

How long does delivery take?

Delivery times vary depending on your location:

• Hong Kong & Macau: 2–4 business days
• Asia Pacific: 5–9 business days
• International: 10–18 business days

Please note that these are estimated timeframes and may vary during peak seasons or due to customs processing.

How can I track my order?

Once your order has been shipped, you'll receive a tracking number via email. You can use this number to track your package directly on the carrier's website.

🔄 Returns & Exchanges

What is your return policy?

We want you and your pet to be completely satisfied. If you're not happy with your purchase for any reason, you may return unused items in their original packaging within 30 days of delivery for a full refund or exchange.

How do I start a return?

Please contact our support team at support@consupere.com with your order number and reason for return. We'll guide you through the process and provide a return shipping label where applicable.

Are there items that cannot be returned?

For hygiene reasons, the following items are non-returnable unless they arrive damaged or defective: food items, opened grooming products, and personalised or custom-made products.

🐾 Products & Sizing

How do I choose the right size for my pet?

Each product page includes a detailed size guide with measurements. We recommend measuring your pet's chest girth, neck circumference, and back length before ordering. If you're between sizes, we generally suggest sizing up for comfort.

Are your products safe for pets?

Yes — pet safety is our highest priority. All materials used in our products are non-toxic, pet-safe, and tested for quality. We carefully vet every supplier and product before it enters our collection.

How do I care for my pet's clothing?

Most of our clothing items are machine washable on a gentle cycle with cold water. Please refer to the care label on each product for specific instructions. We recommend air drying to maintain the shape and quality of the fabric.

💬 Still Have Questions?

We're here to help! Reach out to our friendly support team and we'll get back to you within 24–48 business hours.

• 📧 Email: support@consupere.com
• 🕑 Hours: Monday – Friday, 9:00 AM – 6:00 PM (HKT)