FAQ

Orders

How do I know which size to choose?

Every product page gives the exact measurements in centimetres, along with the chest or neck measurement to take depending on the accessory. If you are between two sizes on a harness or a collar, take the larger one: the adjustment always makes up a few centimetres, the other way round doesn't work.

Can I change or cancel my order?

Yes, as long as it hasn't left the warehouse. Write to us as soon as possible with your order number. Once the parcel has shipped, you'll need to go through the returns procedure.

Delivery

How long will my order take?

Allow 11 to 15 working days from the moment the order is confirmed, everywhere we deliver. Packing takes 1 to 3 working days, transport the rest.

Is delivery charged?

No. Delivery is free on every order, with no minimum spend, in all the countries we serve.

How do I track my parcel?

A tracking number is emailed to you as soon as the parcel ships. You can follow it at any time from the Track my order page.

Do you deliver outside France?

Yes: the whole European Union, Switzerland and the United Kingdom. Delivery times and free shipping are identical.

Returns and refunds

How long do I have to change my mind?

30 days from delivery. The item must be unused and in its original packaging. For hygiene reasons, an accessory already worn by an animal cannot be taken back.

Do I pay for the return?

Return postage is at the customer's expense, unless the item is faulty or doesn't match the order — in which case we cover everything.

When am I refunded?

Within 14 days of the return reaching us, to the payment method used for the purchase.

Products and animals

Are your products suitable for puppies and kittens?

Most of them, yes, as long as you follow the sizes given. Chew toys are not recommended for very young animals whose teeth are still fragile.

Can an accessory be left unsupervised?

Interactive toys and light-up collars are made for supervised use. Like any accessory, they should be taken away if the animal damages them.

Payment

Is payment secure?

Yes. Transactions go through an SSL-encrypted connection and 3D Secure authentication. We never have access to your card details.