Frequently asked questions
How do I know the exact size of the dog collar?
Each collar should allow a couple of fingers' space between the dog's neck and the collar itself. The best way to be sure of the perfect size is to measure your dog's neck. Measure your dog's neck with a tape measure and, if it is between two sizes, choose the larger size, always keep in mind that the measurement you get should not be either end of either size. If it coincides with the upper end, we recommend you choose the next size up. You can consult our Size Guide. And if you still have any doubts, write to us at email@example.com.
What materials are all collars, leashes and accessories made of?
Our creations are created in our family-run factory in Milan by skilled craftsmen. We use Italian cow leather and iron or brass fittings, both ideal materials for human and pet accessories. All our raw materials are subjected to rigorous quality controls that certify the absence of chemical products that are dangerous for the health of pets and humans.
I have the wrong size / I don't like what I ordered, can I return it?
Of course, and the service is completely free*. If you like the necklace you have chosen but it is not the right size, contact us and we will guide you to change it for another one. We leave you the explanation of the steps to follow in the section Refund policy. However, if you still have any doubts, you can always write to us at firstname.lastname@example.org.
What happens if you are out of stock or I can't find a necklace I'm looking for?
Unless we have not announced the discontinuation of a particular collection/item, our factory will be in the process of producing and restocking it. If you have any requirements or questions, please do not hesitate to contact us. email@example.com.
I want to be informed about promotions, news and offers, what can I do?
We encourage you to follow us on our Instagram profile and to subscribe to the newsletter where we will periodically inform you of news about the brand.
Have I placed my order correctly?
When your purchase has been completed and your account has been debited, the order has been successfully processed. We will also send you a purchase confirmation email to the email address you provided. If you have not received the confirmation, please contact us by sending us an email to firstname.lastname@example.org.
How can I see the status of my order and can I track it?
Our logistics service provider (GLS parcel) will send a tracking SMS to the phone number provided at the time of purchase so that you know at all times how long it will take to receive your order. In addition, you will receive an email from us confirming that your order has been dispatched, specifying the tracking number. If you have any problems, please write to us at email@example.com.
Can I change or cancel my order?
Orders that have been dispatched cannot be cancelled or modified until they reach their destination. If, on the other hand, your order has not yet been processed and you wish to cancel it, please send us an email to firstname.lastname@example.org and notify us of the cancellation and your reason and we will do everything we can to help you. In the event that the shipment has been sent, please write to us to arrange the return once you have received it.
From which countries can I order?
We ship all over Spain, to European countries such as Italy, France, Belgium, Holland, United Kingdom, Denmark, Portugal, Greece, Poland, Germany, Austria, Luxembourg, Czech Republic. We also ship outside Europe. If you want to check the shipping costs of each area, you can see them aquí.
How long will it take for my order to arrive?
It depends on where you want it to arrive. Generally for mainland Spain and the Balearic Islands it usually takes 1-3 working days; however, for the rest of Europe the delivery time varies from 3-5 working days. Shipments outside Europe usually take between 20-30 days.
What shipping methods can I choose from?
For mainland Spain and the Balearic Islands you can choose express delivery (24h - 48h) and standard delivery (4h - 72h). For the Canary Islands, Europe and the rest of the world you can only choose standard delivery. It is not possible to send orders to military bases or post office boxes.
What happens if I have not received all the items of my purchase?
Check your email to see if we have sent you an email informing you that some of the products in your order are no longer available. If this is the case, we will refund you for that item using the same payment method used for the purchase. If you have not received an email, please contact us at email@example.com.
What should I do if I receive an incorrect or defective item?
If exceptionally you receive an item with a defect or different from the one you purchased, we will refund the item to the same payment method used as soon as we receive the item and verify its condition. To process the return, you will have to fill in the Return Form that comes with the package, reseal it well and follow the steps detailed below aquí.
Are shipping, exchange and return of an order free of charge?
Yes, these services are free of charge from 59€ (VAT included) of purchase on all orders in mainland Spain and the Balearic Islands. For purchases of less, shipping costs are 3,90€..
Until when do I have the right to return/exchange the product?
You can return/exchange your purchase within 14 calendar days of receiving it, provided it is in perfect condition, free of defects and/or signs of use..
I have a discount code, how do I use it?
The promotional code can be added during the "Checkout" process, together with your billing details. The discount will be applied immediately upon entering the code, reducing the total purchase amount. Only one promotional code can be used per order and as long as the product does not benefit from another promotion/sale.
What payment methods can I use to make my purchase?
The following payment methods are available:
- Debit or credit card: Visa, Visa Electron, MasterCard y American Express.
- Paypal: for this method, you will be redirected to the Paypal page to proceed with the payment.
- Klarna: for this method, you will be redirected to the Klarna website to proceed with the payment.
- Services such as Apple Pay and Google Pay.
Do prices include taxes?
Yes, the final price of each item includes the VAT corresponding to the current Spanish legislation, which you will see broken down in the purchase detail.
Is there a minimum purchase amount?
Obviously not. We remind you that all shipments to mainland Spain and the Balearic Islands are free shipping on purchases over 59€.