What is your returns policy?

We want you to love your Love Nigella, so if your not sure of the colour, size or fit, we offer a full product refund value (excluding delivery) or exchange on items in new condition that have not been worn;  within 28 days of receiving your order.

If you discover a fault or quality issue, let us know straight away! Please contact us and provide the item details, your order number and details of the fault and we will have a replacement item sent to you as quickly as we can, and organise for the faulty item to be returned to us so we can ensure our manufacturing and quality teams are aware of the fault.

What should I do if my order hasn't been delivered yet?

We use Australia Post for local and international deliveries, using your Australia Post tracking number you may track your shipment and receive an estimated delivery date. If you are unable to track your item, please do not hesitate to contact us with your order number and we will assist in every way we can.

Why isn't my promotion code working?

You must enter the code EXACTLY as it was provided. Please ensure all formatting including capitals, spacing and spelling is as per the code provided. Any changes will result in the promotion not being applied to your order.

You can only use one promotion code per order, this applies to free shipping codes as well as product promotions, so you need to chose the best value promotion for your order.

Promotion codes, can only be used within the country they were issued. For example if you have a Canadian free shipping code, your order must be sent to Canada  for it to be applied.

All of our codes have an expiry date, which would have been detailed when sent or provided by our customer service team. The promotion will only be applied if you are ordering before the expiry.

Sorry discount codes can not be applied to gift vouchers.

I am missing an item from my order, what do I do?

Please contact us as soon as you can, provide your order number and details of the item you are missing, we will investigate and address the issue for you immediately and have the missing item sent ASAP.

Can I cancel my order after I have placed it?

Yes, provided the order has not been packed or dispatched. Please contact us straight away and we will provide the status of your order and assist you in every way we can.

The Love Nigella story...

Once upon a time, there was a little black pug puppy. Named Nigella after the Nigella seed (a little black seed) and because we knew she would adore her food like her namesake. Stopped everywhere she went and winning hearts we knew then that there was something very special about our little girl.

At six months of age, we started a Facebook profile – just for fun, and it still is just for fun, we take so many pictures of Nigella and her grumble regardless… but after a few short months, Nigella had close to 10k followers and two years later, she has 70k of the most kind, generous, fun loving, pug adoring family of followers..!

As Nigella’s reach grew, so did her influence, many messages, many questions,many comments, everyone wanted to know what Nigella was wearing. Many of her outfits were hand made, because we just couldn’t find what we wanted, and unfortunately we didn’t have the resources to share her hand made garments.

Coupled with twenty years of experience as a fashion marketer and encouraged by her husband, Kasey started the design patent process, sourcing production, fabrics and magnets that she could share. Its taken us 12 months to develop the product because its so different to anything produced previously – and great things take time.. and thats how Love Nigella was born!

 

I would like to work at Love Nigella, how do I apply?

Our approach is simple: we work hard, because we love what we do! As a start-up, we are running our business very lean at the moment, however form time to time we do have opportunities open. Details of opportunities will be posted on our website and sent in our email newsletters, so be sure to subscribe.

I would like Nigella to trial or endorse my product?

As a social influencer, Nigella is often asked to endorse products. Nigella only shares and provides information on products she uses personally. If you would like Nigella to review a product please contact us with details and we will correspond.

I would like to ask Nigella to feature in my photoshoot or video?

Nigella is at home in front of the camera and loves the attention! Please contact us with details, primarily the date, content, theme and location and we will correspond. Again, if its a commercial feature, the content and /or product must be approved and the location must be safe and an environment Nigella will enjoy.

How did you create such a strong social following and brand?

Our founder Kasey has a strong background in marketing, and she strongly advises that you must use social as it was intended for ‘social’ – seems quite simple, but its where many brands fall over. In addition to Love Nigella, Kasey consults to a number of businesses as a Marketing Strategist.

Is it possible for my dog to model for you?

Yes, from time to time we need models to help with our website and catalogues. Make sure you follow our social pages as call outs will be detailed via social.  Also ensure you tag your own photos using #lovenigella and #nigellathepug to be featured on our social feeds.

What is your Privacy Policy?

PROTECTING YOUR PRIVACY:

Love Nigella (ABN 46 847 918 832) understands the importance of protecting your right to privacy of your personal information. We have policies and appropriate procedures in place to ensure that all personal information, no matter how or where it is obtained, is handled sensitively, securely, and as required by the law. We are committed to adhering to the Australian Privacy Principles (APP), which set clear standards for the collection, access, storage and use of personal information, which may be obtained as part of our business operations.

 

ABOUT OUR PRIVACY POLICY:

The purpose of this document is to set out our policies in relation to the collection, holding, use and disclosure of personal information relating to an individual. Personal information means information (including information or an opinion forming part of a database), whether true or not, and whether recorded in a material form or not, about an individual whose identity is apparent, or can reasonably be ascertained from the information or opinion. This Privacy Policy also sets out how you can make a complaint if you believe your legal rights have been breached. Our Privacy Policy applies to all your dealings with us via our website, email or over the phone. We encourage you to check our website regularly for any updates to our Privacy Policy.

 

PERSONAL INFORMATION COLLECTED:

Normally we collect information from you directly, unless it is unreasonable or impracticable to do so.

Collection of your personal information can occur through the following interactions:

When you access and use our website;

During conversations with our team members;

When you complete purchase orders, registrations, requests or applications for our products or services (by phone, in person or electronically).

When you communicate with us directly (by email, telephone, direct mail or any other means).

When you interact with us during promotions, via social media, competitions, special events, or;

If you are a candidate for employment, when you complete forms in relation to the recruitment and selection process, for the purpose of assessment.

We may also collect personal information about you from the following third parties:

If you are a candidate for employment, we may collect information about you from your nominated referees, where you have authorised us to do so.

 

WHAT INFORMATION DO WE COLLECT?

The personal information we collect is in most cases supplied by you when you place an order, register on our website to receive direct marketing materials, open an account with us or to provide feedback to us. Personal information may include:

Name and contact details (e.g. delivery address, phone number, email address);

Date of birth;

Dogs name, age, size and breed;

Other information you may supply us; or

Transaction information.

 

WHY DO WE COLLECT YOUR INFORMATION?

In addition to any purpose notified to you at the time of collection, we collect, hold, use and disclose your personal information so we can:

To provide you with products and services that you have requested from us;

To communicate with you, including about products and services, competition results, special offers, and events that might interest you.

To answer your questions and provide you with information or advice;

To create orders, transaction records, agreements for the sale of products or services, accounts, tax invoices or receipts.

Facilitate the running of, and your participation in, loyalty programs.

Provide your personal information to third parties that assist us in providing products and services you have requested, such as delivery service providers and fulfillment managers.

Carry out administration, marketing, planning, fraud and loss prevention activities, procurement, product and service development, quality control and research to improve the way Love Nigella

And its related service providers provide products and services to you.

Better understand your requirements and preferences and improve our service to you.

To consider and respond to complaints made by you.

To comply with laws or regulations or to comply with any directions given by regulators or authorities; or

If you are a candidate for employment, to assess your suitability for a position.

 

YOUR EMAIL ADDRESS:

From time-to-time Love Nigella may send you electronic marketing material – but only ever in accordance with the provisions of Spam Act 2003.

You may unsubscribe from our mailing list at any time, by clicking ‘unsubscribe’ at the bottom of our newsletters.

 

DISCLOSURE OF PERSONAL INFORMATION:

Your personal information may be disclosed in connection with any Purpose to any of the following:

Our employees, contractors or service providers, to the extent reasonably necessary to fulfill our obligations to you. This may include Internet service providers, IT systems administrators, mailing houses, couriers, payment processors, and data entry service providers.

Our business advisors, including lawyers, accountants or other professional service providers, to the extent reasonably required;

Suppliers and other third parties with whom we have commercial relationships, for business, marketing and related purposes;

If you are a candidate for an employment position involving a third party with whom we have an agreement, to that third party to assess your application; and

If required by law, to any person authorised by such law. This may include the police service, ambulance service, or government departments or regulators within Australia in connection with law enforcement activities.

Your personal information will not be shared, sold, rented or disclosed other than as described in this privacy policy.

 

COOKIES:

Whenever you visit our website, our servers automatically record information about your usage of our website through ‘cookies’ and clickstream data.

Cookies are small pieces of information stored by your browser on your computer or mobile device. Cookies and clickstream data are used to maintain session information between your browser and our website and identify things related to your use of the website such as the time, date and URL of the pages you visit, your IP address, your location and browser software. Some computers and mobile devices also permit your location to be shared with us (often referred to as geo-location data). Most browsers can notify you when a new cookie is received, or let you turn off cookies or geo-location services altogether. Turning off these services may mean some features on our website are not be available to you. We use information obtained this way in order to learn about your preferences so that we may improve our website and the service offered through it.

 

SECURITY:

We take all reasonable steps to protect all personal or company information from misuse, loss, interference, unauthorised access, modification or disclosure.

Your information is stored securely whether in an electronic or physical form. For example, only personnel requiring access to the information are allowed access. All personal, company or confidential information is stored in secured premises or in electronic databases requiring logins and passwords.

Some information is kept for a number of years to comply with applicable legal requirements. Any personal information that is no longer needed is destroyed or de-identified.

From time to time and in line with customer expectations and legislative changes, our privacy policies and procedures will be reviewed and, if appropriate, updated.

 

BREACHES OF PRIVACY:

If you believe that Love Nigella has breached your privacy, please contact us at kasey@lovenigella.com and we will resolve the issue.

 

CHANGES TO THE PRIVACY POLICY:

Love Nigella reserves the right to modify and change the Privacy Statement at any time. Any changes to this policy will be published on our site.

What are your Terms & Conditions?

GENERAL:

These terms and conditions govern your use of the Love Nigella and Nigella the Pug Website, please read the terms carefully. By using these websites, you agree to and acknowledge that you have read and reviewed and accept and agree to the below terms and conditions. You should check this page regularly for any changes we may have made to the Terms and Conditions. Continued use of the Website following any change to these Terms will be deemed acceptance of those changes.

Access to this Website is permitted on a temporary basis, and we reserve the right to withdraw and / or amend the Services without notice. We will not be liable if for any reason this Website is unavailable at any time or for any period. From time to time, we may restrict access to some parts or this entire Website.

Love Nigella has the right to amend, remove or vary the Services and/or any page of this Website at their absolute discretion at any time and without notice.

WEBSITE CONTENT:

The information and content on the Love Nigella website is not intended to be a substitute for professional veterinary advice, diagnosis or treatment. Love Nigella does not endorse any specific veterinarians, products, tests, procedures, opinions or any other information that may be mentioned on the Website.

Always seek the advice of a qualified veterinarian with any questions or concerns that you have regarding an animal’s medical condition. Do not disregard information or advice of a professional veterinarian or delay seeking it due to information on this Website. Relying on the information stated on this Website is done so at your own risk.

Whilst we do our best, we cannot guarantee that the colours shown on the website exactly reproduce the colours of our products. This may depend on the colour reproduction on your computer or mobile device. Information on this website is subject to change without notice.

USE OF WEBSITE:

When you access the Website, you agree that you do so on the following conditions: You may only use the Website and the Content on the Website for personal purposes unless Love Nigella provides express written consent.

OWNERSHIP:

The Love Nigella Website and it’s content is owned and operated by Kasey Willoughby T/A Love Nigella ABN 46847918832, 38 Kens Road, Frenchs Forest, Sydney NSW AUSTRALIA.

INTELLECTUAL PROPERTY/COPYRIGHT:

Unless otherwise indicated, Love Nigella owns all copyright of the material on the Website. All registered and unregistered trademarks used on the Website are the property of their respective owners.

All copyright, data, text, software, images, graphics, trademarks, logos, interfaces, photographs, and other intellectual property (Content) on the Website is owned, controlled by, or licensed to Love Nigella. Except for viewing the content for your own personal non-commercial use, Love Nigella does not grant you any rights to use the Website or content for any other purpose unless it expressly consents in writing.

PRICING:

Prices are inclusive of GST and exclusive of delivery charges. Prices are subject to change without notice.

GIFT CERTIFICATES:

All gift certificates are valid for up to 12 months from the date of purchase and are not redeemable for cash.

ORDERS & DELIVERY:

In the unfortunate circumstance that the product or products you have ordered are out of stock, we will contact you within two business days.

The delivery charges stated on the Website do no include any additional charges such as importation charges, taxes and duties by customs in the country where the order is to be delivered. You are responsible for such taxes and duties.

Love Nigella may occasionally provide special offers and promotions waiving delivery charges in certain circumstances. Love Nigella reserves the right to vary, cancel or extend special offers and promotions regarding delivery charges.

THIRD PARTY WEBSITES:

The inclusion of any hyperlinks to third party websites does not imply Love Nigella’s endorsement or approval of such third parties, their websites or their businesses or other activities. Love Nigella is not responsible for any content on Third Party Websites and if you choose to visit these Third Party Websites you do so at your own risk and should make your own enquiries before relying on content contained in any Third Party Websites.

SOCIAL MEDIA:

Love Nigella utilises social media as a core function and operation for its advertising and promotion of products and brand. Personal information is only collected from our social media sites when knowingly and voluntarily submitted by the user. We protect your personal information in line with our privacy policy, which abides by privacy laws in Australia.

PRIVACY POLICY:

Our privacy policy details how we use your information. By using the Love Nigella Website, you consent to the processing of information as described therein and declare that all data provided by you is accurate.

COOKIES:

As stated in our privacy policy, cookies may be used throughout our Website. A cookie is a small file placed on a user’s hard drive that tracks website navigation. For example, a cookie can be used to store registration information so that a user does not need to re-enter it on subsequent visits. If you are concerned about cookies, most browsers have an option that permits users to refuse a cookie. A user can refuse a cookie and still fully navigate our website. In order to collect statistics we may anonymously log information, and identify categories of users by items such as domains and browser types.

PROHIBITIONS:

You must not misuse the Love Nigella Website. You will not: commit or encourage a criminal offence; transmit or distribute a virus, Trojan, worm, logic bomb or post any other material which is malicious, technologically harmful, in breach of confidence or in any way offensive or obscene; hack into any aspect of the Service; corrupt data; cause annoyance to other users; infringe upon the rights of any other person’s proprietary rights; send any unsolicited advertising or promotional material, commonly referred to as “spam”; or attempt to affect the performance or functionality of any computer facilities of or accessed through this Website. We will not be liable for any loss or damage caused by a distributed denial-of-service attack, viruses or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of this Website or to your downloading of any material posted on it, or on any website linked to it.

INFORMATION & SERVICES:

Love Nigella updates the Website on a regular basis, however, makes no representation as to the accuracy, currency or completeness of any information or services on the Website. All information and services are provided on the basis that you undertake the responsibility for assessing at your own risk.

All information and services on the Website are provided on an “as is” basis. To the fullest extent permitted by the applicable law, Love Nigella excludes all terms, conditions and representations express or implied.

INDEMNITY:

You agree to indemnify, defend and hold harmless Love Nigella, its directors, officers, employees, consultants, agents, and affiliates, from any and all third party claims, liability, damages and/or costs (including, but not limited to, legal fees) arising from your use of this Website or your breach of these Terms of Service.

Love Nigella is not liable for any damages whatsoever including any special indirect or consequential damages resulting from loss of use of data or profits, whether in an action in contract, negligence or other tort, arising out of or in connection with access to this Site or the information contained in it. Love Nigella does not warrant that the Website will be uninterrupted or error free.

You should seek independent advice before acting on any material or information contained in this Website of any link to a third party web site and you must not provide any warranties to third parties in relation to the contents or performance of the Website.

LIMITATION OF LIABILITY:

Love Nigella does not warrant or guarantee: the accuracy or completeness of any information available on the Website. That access to the Website will be uninterrupted or error free, that any defects will be corrected immediately; or that the Website will be free from viruses or other contamination.

WAIVER:

If you breach these conditions, failure by Love Nigella to take action will not constitute a waiver of our rights and remedies arising from that breach and Love Nigella will reserve entitlement to enforce their rights and remedies in relation to that breach or any other situation where you commit a breach of these Terms of Service. Any waiver of any provision of the Terms of Service will be effective only if it is in writing and executed by Love Nigella.

TERMINATION OF USE:

Love Nigella reserves the right in its absolute discretion to suspend or terminate at any time the access to the Website of any user without notice for any reason, including but not limited to a breach of these Terms. The suspension or termination shall not affect either party’s rights or liabilities.

Love Nigella may disclose any information we may have about a user in relation to an investigation or allegation that your use of the Website is in breach of these Terms, or is in breach of law or other regulation. Love Nigella reserves its right to identify or bring legal action against any person who is breaching these terms, including obtaining injunctive relief.

OUTAGES:

Love Nigella reserves the right to cease, interrupt or withdraw your access to the Website for any reason, including without limitation, for upgrades and maintenance of the site.

SECURITY:

When using websites, the Internet or third party networks or facilities, you are using networks, facilities and services that are beyond Love Nigella’s control. You assume all risk and liability of your use of the Website, the Internet, or any such third party networks, including access to the Website via such media. Love Nigella recommends users review each website’s privacy statement before disclosing any personally identifiable information.

SEVERABILITY:

If any provision of these terms is found to be invalid or unenforceable by a court of law, it may be severed and will not affect the remainder of the agreement, which will continue in full force and effect and these terms will be deemed amended to replace, to the extent legally permitted, the rights and obligations contained in the invalid, illegal, or unenforceable provision. The invalidity, illegality, or un-enforceability of any provision of these Terms will not constitute failure of consideration.

GOVERNING LAW:

This site is created and controlled by Love Nigella. Your use of this site is governed by, construed and enforced in accordance with the laws of New South Wales, Australia. Disputes arising from your use of this site are exclusively subject to the jurisdiction of the courts of New South Wales, Australia.

This site may be accessed throughout Australia and overseas. Love Nigella makes no representations that the content of this site complies with the laws (including intellectual property laws) of any country outside Australia. If you access this site from outside Australia, you do so at your own risk and are responsible for complying with the laws in the place where you access the site.

What is your Dispatch & Delivery Policy ?

DELIVERY

Orders of $200 or more will receive FREE DELIVERY. For all orders under $200, the delivery fee will be calculated based on the weight of items in shopping cart and your delivery address, including country.

Delivery times within Australia are 3-5 business days from the time of order – except for items sold as pre-sale, which will be dispatched as soon as the goods are received in our warehouse. All deliveries are made by our freight partner, Australia Post. Please note that during our sale/promotional events, delivery may be longer than the specified delivery times above.

TRACKING YOUR ORDER

When your online purchase is complete you will receive an email containing your order confirmation and delivery details. We will also provide you with a link that will allow you to track and trace the status of your delivery at any time.

LOST OR DAMAGED GOODS

If your order is lost or damaged in transit, please Contact Us  within 7 working days of placing your order so that we may assist you.

INTERNATIONAL DELIVERY

International delivery costs do not include any taxes or duties which may be applied by customs at the destination country and any duties or taxes incurred are the responsibility of the delivery recipient.

Please note that in accordance with Australian export regulations we are required to declare the exact value of all items and identify the order as dutiable “merchandise”. We are also prohibited by law from identifying an order as a “gift” for export purposes, even if a customer has placed the order with the intention of delivery to a gift recipient.

For more information on taxes, duties and customs regulations please contact your local customs office directly.

PAYPAL HAS YOUR RETURN SHIPPING COSTS COVERED (Service available at no additional cost to PayPal account holders who have registered for it at www.paypal.com.au/returns.) *Up to 4 refunds per PayPal account on eligible purchases. A cap of $45 per refund request applies.

How do I make a Refund Request?

To submit a Refund Request, submit a claim within 14 days of returning the item and attach required documentation, available at www.paypal-returns.com/hc/en-au/requests/new.

If any document is missing, you’ll need to submit it within 7 days of your initial submission.

  1. The completed online claim form submitted via paypal-returns.com/hc/en-au/requests/new;
  2. The confirmation email for your PayPal transaction or a screenshot of your PayPal account showing that the entire price was paid using your PayPal account and displaying the PayPal transaction ID; and
  3. A copy of your return shipment receipt that shows the amount you paid.
    • If you use a service that tracks shipment, the receipt should also show the seller’s address;
    • If you use regular post (with no shipment tracking), we also need a photo of the package showing the seller’s address.
  4. If the return costs were deducted from the refund of your item, we also need a copy of the refund email from the seller or PayPal, showing the amount refunded to you.

Documents must be clearly legible and emailed to paypalaureturns@telusinternational.com. Please keep the original documents as you may be asked to provide new copies if the copies are not sufficiently legible.

How will I be refunded?

If your Refund Request is accepted, you will receive a refund directly to your PayPal account.

How will I know if my Refund Request is accepted?

PayPal will send you a:

  • Confirmation of receipt of your Refund Request: Within 1 business day
  • Notice of approval or rejection of your Refund Request: Within 5 business days from the receipt of your complete request
  • Refund to your PayPal account: Within 5 business days from the notice of approval of your Refund Request

For more information on the PayPal Refunded Returns Service, see the General Conditions of UseThe Refunded Returns Service is offered by PayPal Pty. Ltd, in partnership with TELUS International Europe, the service provider.

What is your safety advise regarding magnets?

All Love Nigella products contain magnets, have a warning label attached with the branded garment tag, advising ” WARNING: This product contains small magnets. Swallowed magnets can stick together across intestines causing serious infections and death. Seek immediate medical attention if magnets are swallowed or inhaled.”.

We also advise that you do not use products containing magnets if dog is pregnant or has a cardiac pacemaker.  If your dog is not in complete health, we strongly advise you consult with your vet regarding the use of products containing magnets. 

Do you have any product disclaimers?

In addition to our magnet warning, we must advise that while Love Nigella takes the upmost care in producing safe products, Love Nigella cannot be held liable if harm or injury is caused when wearing and using our products.  All animals be supervised when wearing and using all Love Nigella products.

Why don't you charge more for larger sizes?

Love Nigella doesn’t follow trends, we set them! It would be considered outrageous should a human brand charge more for a large size garment, than a small size. Yes our larger sizes do cost slightly more for us to produce, but we absorb that cost as part of our operational costs, to ensure that shopping our products is easy.

There are no hidden details or surprises, no complications – we stand by the WYSIWYG (what you see is what you get) philosophy. You get beautifully designed and manufactured  functional products that have one RRP – promise!

How do I care for my Love Nigella garments?

We understand that your pooch runs through mud, rolls in the grass, jumps in the lake, runs through sand and water at the beach – so just like kids clothes, we make sure our products are durable, made to last and can be washed easily. Our Love Nigella garments feature gold accessories, which may become dull should you wash our garments in the washing machine. We recommend hand washing, but should you prefer a more matt accessory, machine wash is fine.

What bricks and mortar stores are the Love Nigella products available in?

We are speaking to a number of stockists around the world now regarding stocking Love Nigella from July 2016. In the interim you can order from Nigella the pugs website and also PugLove.

What online stores is Love Nigella available in?

LoveNigella will be available in the online offer of our retail stockists, through PugLove and a small selection of approved sites that we are currently speaking with to work out the details. We believe that our product is most suitable for retail locations, so you can see the quality, feel the fabrics and experience the difference compared to other brands available, as such we are focussing on locations with a retail and ecommerece presence.

Whom can I speak to regarding stocking Love Nigella in my store or ecommerce site?

Please contact us and provide as much detail about your company, your customer base and why you are seeking to add the Love Nigella product.  We work closely with and value all our partners, so we will need to assess if your location or site compliments our distribution strategy and also does not directly complete with a contract we already have in place.

I heard that Love Nigella was at a local event or boutique market?

You heard correctly, from time to time we will participate in complimentary events and boutique markets. We love speaking with our customers, demonstrating the products and also enjoying lots of cuddles with their pooches and Nigella enjoys cuddles in return. Please visit our Facebook page for event registration and details.

What is your press contact?

Please email Kasey@nigellathepug.com for Nigella the Pug and Kasey@lovenigella.com for Love Nigella product.

How do I become a Love Nigella stockist or distributer?

Please contact us and provide as much detail about your company, your customer base and why you are seeking to add the Love Nigella product.  We work closely with and value all our partners, so we will need to assess if your location or site compliments our distribution strategy and also does not directly complete with a contract we already have in place.