Discover answers to our most frequently asked questions. Should you require additional guidance, please contact us and our team will be delighted to assist you.
Shipping and Delivery
Which countries do you ship to?
We can ship our products anywhere in the world. If you cannot find your country during checkout, please contact us and we'll add it for you.
When is my order shipped?
It normally takes 1-2 business days for us to process your order. Please note that this does not include holidays and weekends.
How long will it take to get my order?
Delivery times vary depending on your order and where you are based. Due to overwhelming demand, some orders may experience delays.
Once you have added your items to your shopping basket, you will be able to see our delivery estimates before completing the purchase.
Delivery times by country can also be seen on our Shipping & Delivery page.
What shipping options do you offer?
Shipping options can vary depending on your location, but for most all countries.
Your order will be shipped via courier (depending on your location it could be UPS, FedEx, or DHL). Your parcel will arrive quickly and safely and include tracking information.
Once you have added your items to your basket you will be given an estimated delivery date for each shipping option.
After that when you have entered your delivery details, you will be able to see the exact shipping options available for your delivery location, including price, and postal method.
All this information can be seen before completing your order.
What postal carriers do you use?
The postal carrier used to deliver your order depends on your delivery address.
We use a variety of couriers with most orders being delivered by UPS, Fed Ex, or DHL.
If you would like to know the exact carrier handling your order, please contact us by visiting our Contact Us page we will then be able to share the carrier and delivery details for your location with you.
How do I cancel my orders before I make a payment?
After logging into your account, go to your Shopping Cart. Here, you will be able to make payment or cancel your order. We cannot give refunds once payment is verified.
How can I change my shipping address?
The last used shipping address will be saved into to your account. When you are checking out your order, the default shipping address will be displayed and you have the option to amend it if you need to as long the item is not shipped. If your order is shipped, you cannot change any longer your shipping address.
How can I track my orders?
After logging into your account, the status of your orders can be found under Order History. For orders via registered postage, a tracking number will be given to you after the receipt given from courier.
How much does shipping cost?
Shipping is calculated based on your location and the items in your order. You will always know the shipping price before you purchase.
Returns and Exchanges
What is the return policy?
You have the right to withdraw from your purchase within 14 days without giving any reason. To exercise your right of withdrawal, please complete the withdrawal form on our dedicated Returns and Exchanges page or via your customer account.
Upon receipt of your withdrawal request, we will process it as soon as possible and send you a confirmation email containing the return instructions.
For more detailed information and instructions, please kindly visit our dedicated Returns and Exchanges page or our Refund Policy.
How can I return my order?
To exercise your right of withdrawal, please complete the withdrawal form on our dedicated Returns and Exchanges page or via your customer account.
What is the process of receiving refund?
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to the original method of payment, within a certain amount of days.
My order never arrived.
Check your order confirmation email for the tracking number (only if you have been provided with one). If that does not work, contact us by visiting our Contact Us page, tell us what you ordered and your order number, and we will help you out.
My order arrived incomplete or damaged.
We take such matters very seriously and will look into individual cases thoroughly.
If after receiving a product the client claims that it is inconsistent with the order: wrong product type, size or technical defects, they should contact the store to determine how the claim should be processed. All complaints are processed within 14 business days of their receipt.
Complaints regarding discrepancies between the appearance of the products ordered and the received ones, which result from monitor settings parameters, in particular differences in colours and shades, are not considered a basis for return.
Complaints regarding mechanical damage of packages caused during transit are processed only if a damage protocol was written and signed by the recipient and supplier of the package and sent to our address. Please always check if your parcel has not been damaged during transit before accepting it. If the parcel packaging shows signs of damage, please do not accept the parcel and prepare a damage protocol together with a courier and contact the store as soon as possible. Checking a parcel on delivery is required to consider possible client claims arising from parcel damage or theft in transit.
Please contact us by visiting our Contact Us page. Explain to us what you ordered and provided your order number, and we will help you out.
Product
Where are your products manufactured?
Our products are manufactured in Europe. We carefully select our manufacturing partners to ensure our products are high quality and sustainable. Meticulously designed and crafted in-house to ensure exceptional quality. We work closely with local manufacturing producers, utilizing their expertise to bring you the best possible products.
Are your products sustainable?
We use only sustainable materials that are certified and premium, to prioritize the well-being of your pet and the environment.
What kind of materials do you use in your products?
We use various types of wool in our products. Since the raw material originates from living animals, animal welfare is of utmost importance. We ensure the use of only certified materials. Our products are certified by Woolmark and Standard 100 OEKO-TEX®, which guarantees the highest quality and safety.
What kind of certificates do you possess?
Our products are certified by Woolmark and Standard 100 OEKO-TEX®, which guarantees the highest quality and safety.
What is woolmark certification?
The Woolmark® promise gives you the confidence that all of our products are made of certified wool that is sustainable and meets highest quality standards.
The Woolmark certificate is awarded only to products made of the highest quality merino wool. Merino wool is a natural, breathable and antibacterial material that is ideal for sensitive skin.
Payments
What are the payments methods available?
Currently, all credit cards are accepted, including Apple Pay, Google Pay, and Shopify gateway Shop Pay.
How can I track my payment?
After logging into your account, the status of your checkout history can be found under Order History.