FREQUENTLY ASKED QUESTIONS
Do you need more information on us? Look through our frequently asked questions to learn more about our products, sustainability practices, shipping etc. If you can’t find what you’re looking for you always get in touch with us.
How do I care for my products?
You can machine wash all of our coats, toys and accessories on a low temperature. Make sure to use a mild detergent. Please, do not iron, bleach or tumble dry them. To maintain product lifetime, be sure to use a washing bag for each accessory.
Do you design your own prints?
Yes, all of our prints are designed in house to guarantee that our products preserve a unique edge. This way you can be sure that they are exclusive to us, and only sold by us. We use a technique called sublimation printing, which is a heat transfer based method. It is perfectly safe for printing clothing fabrics. It is widely used in sportswear and swimwear.
I cannot find my dog's size? Can you custom fit?
We offer our products in a selection of all breed and breed specific sizes. We aim to cover all pups from XXS to extra large, and we’re sure you’ll find the right fit for your pup. Unfortunately, due to the high volume of orders we can no longer offer custom fitting on any of our items.
How do I measure my dog for a coat?
You will find our measuring chart and instructions by clicking here. Please, make sure that you always measure your pup in an upright standing position. This is to make sure you get all the sizes right. If your pup falls between two sizes, purchase the bigger one for better coverage. For individual product sizes, check the ‘Sizing’ tab under the product description.
What is vegan leather?
Essentially, vegan leather is a faux leather that dos not use animal skin. It is widely used in fashion, furniture or interior design. It comes in a great variety of colors, finishes and textures. Vegan leather is 100% cruelty free!
Are you sustainable?
Yes, we are a sustainable business. This means, that we have several practices implemented to cut production waste, care for the environment and reduce plastic pollution. If you would like to read more about our sustainability practices click here.
ORDERS & RETURNS
What payment methods do you accept?
We accept, PayPal, credit and debit card payments via Stripe, Bancontact, Ideal and Giropay.
Can I modify my order once submitted?
We aim to start processing your order as quickly as possible. If you wish to change your order, item, sizing etc. let us know within 24 hours of placing the order. Message us on firstname.lastname@example.org as soon as you can. And hopefully, we will be able to assist you.
How long until my order reaches me?
We aim to ship all orders as soon as possible. Preparation time for any product is up to 3-5 business day. While shipping is 3-10 business days depending on the destination.
Do you exchange items?
As all Goods are ‘custom made – made to order’ we can only refund damaged or faulty items. If Your order arrives and You notice you ordered the incorrect size – we will accept a return in exchange for a store credit. For more information on cancellation, returns ad exchanges visit our ‘Delivery and returns policy’ page.
Do you ship worldwide?
Yes, we ship our products worldwide. All of our parcels go out as recorded delivery. Domestic parcels will take under 3 business days. Shipping within the EU or to the UK takes 3-5 business days. While shipping overseas would roughly take 7-10 business days.
What are your shipping costs?
Our shipping costs are €10 for all items, regardless of the destination or the weight of the package. There might be some exceptions to this charge, in case of multiple product orders. In the unlikely case of this happening, our system will automatically calculate your shipping costs accordingly.
All parcels go out recorded, and you will be notified about your order being dispatched. You will also receive an email, as well as a text message from the designated courier about the estimated delivery of your parcel. Please, make sure to check all your email folders carefully.
Are your products available for wholesale?
Yes, we work together with a selection both physical and online retailers. If you are interested in selling our products, please fill out wholesale enquiry form here. You will find more information on our wholesale terms here. Please note, that we receive a high number of applications. We aim to respond to each and every one of them. However, we cannot guarantee a positive response in each case.