How can I return an item?
If you don't like an item or it doesn't fit, you can easily register your return through our returns portal.
Access your order there using the order number and the email address or postcode you provided when placing the order. Select the items you want to return and follow the next steps. You will then receive all the information you need for your return.
Please keep your proof of postage until your return and refund have been fully completed.
Important: If your item is defective, damaged or you received the wrong item, please contact our customer service first via our contact form. Complaints are not handled like a standard return.
How long do I have to return an item?
You have 14 days after receiving your order to cancel your purchase. You do not have to give a reason. You can find all the details in our cancellation policy.
If you ordered several items in one order and they are delivered separately, the cancellation period begins when you receive the last item.
With a customer account, you also benefit from our extended return period of an additional 14 days within Germany. This gives you up to 28 days in total to return your items.
Please note that our return conditions apply to the additional voluntary return period.
How much does a return cost?
We cover the return costs for returns made as part of your cancellation. To do this, register your return via our returns portal and use the return shipping method provided there.
If you send us items from the same order in several separate returns, under our current return conditions we only cover the cost of the first return. You must cover the costs of any further separate returns from the same order yourself.
Different rules apply to valid complaints. In this case, please contact us via our contact form before returning the item.
What do I need to bear in mind when making a return?
Of course, you may unpack an item and inspect it in the same way you would in a shop.
When returning an item, please make sure that it is:
- clean and complete,
- as far as possible, free from hair, fluff or dirt,
- returned with any accessories provided,
- still carrying any labels and tags, if possible, and
- carefully packaged for return shipping.
If an item has been used beyond normal inspection and this has reduced its value, this loss in value may be taken into account when issuing the refund. You can find further information in our return conditions.
You do not have to give a reason for your return. However, if you tell us why something did not fit, your feedback helps us continue to improve our products and service.
Can I exchange an item directly?
We currently do not offer direct exchanges.
For example, if a collar is too small or a coat is too large, you can return the unsuitable item via our returns portal and simply order the desired size or variant from us again.
This also has an advantage for you: you do not have to wait until your return has been processed and can secure the desired variant immediately, as long as it is available.
When will I receive my refund?
After you cancel your purchase, we will refund the corresponding amount using the same payment method you used for your order.
The refund will be issued within 14 days of receiving your cancellation at the latest. However, we may wait until your return has arrived or until you can prove that you have sent it. You can find more information in our cancellation policy.
As soon as your return has arrived, it will be inspected and the refund will then be initiated. Depending on your payment provider, it may take a little longer for the amount to appear in your account.
If you cancel your entire order, we will also refund the cost of standard delivery. For a partial return, the shipping costs of the original order will generally not be refunded proportionally.
Has my return arrived?
You can check the shipping status of your return using the carrier's tracking service.
If your parcel is already shown as delivered there, it has arrived with us. Please note that the return still needs to be inspected and processed afterwards – delivered therefore does not automatically mean that the refund has already been issued.
Has your return been with us for some time according to the tracking information, but you have not yet received any update? Then please contact our customer service via our contact form, quoting your order number and tracking number. We will look into it for you.
Which items are excluded from returns?
There is generally no statutory right of cancellation for products made individually for you or personalised products. This includes, for example, personalised collars with your own lettering.
Other statutory exceptions may apply, for example, to perishable goods or certain sealed products if the seal was removed after delivery. You can find the full list of exceptions in our cancellation policy.
According to our current information on complaints and returns, food and dietary supplements are also excluded from returns.
If you are unsure about an item, please contact our customer service via our contact form before returning it.
If a personalised item or an item otherwise excluded from standard returns is defective or was not made as ordered, you can of course make a complaint about it. Please contact us via our contact form.