Returns & refunds
How to send something back, what cannot come back, and when the money returns.
Dieser Text liegt bislang nur auf Englisch vor. Die juristische Übersetzung übernimmt eine Fachperson — eine maschinelle wäre hier das falsche Werkzeug. Bis dahin gilt die englische Fassung.
Last updated 2026-08-10
Thirty days
You have thirty days from delivery to change your mind — sixteen more than the law requires. The item must be unused and in its packaging.
Write to us first. We send a return label. Do not post anything back before you have one, or we cannot match the parcel to your order.
What cannot be returned
Personalised items. A collar embroidered with a name cannot be sold to anyone else, so it is made to order and excluded from the right of withdrawal. We say so on the product page, before the basket, deliberately.
Used or washed items, and items returned without their packaging.
Damaged on arrival
Send a photograph the day it arrives. We reship the same day and you do not have to return the damaged one.
This is separate from your legal guarantee of conformity, which lasts two years and which nothing here reduces.
A parcel that never comes
Past the fifteenth day after dispatch, tell us. We reship or refund, your choice. Chasing the carrier is our job, not yours.
When the money comes back
Within fourteen days of the returned goods reaching the warehouse, or of our agreeing to refund without a return.
Always to the payment method you used. We cannot refund to a different card or account — that is a PayPal rule, and a sensible one.
Shipping is refunded too when you return an entire order. When you return part of one, it is not.
A question about this page? Write to us — a person answers within one business day. Kontakt