How can we help you?

Frequently asked questions

Do you have some issues with ordering products or a question about a product? Here you can find our Frequently asked questions.

Can’t find the answer to your question? Don’t hesitate to contact us by chat or mail.

Choose your question


I forgot my password, how can I reset it?

If you forgot your password, you can simply set up a new one by clicking on ‘lost your password?’. You will then receive a mail to set up a new one. In case you didn’t receive a mail after 10 minutes, please check your spam folder before contacting the customer service.

Do I need an account to order something?

You don’t need an account to place an order. However, this makes it easier to follow your parcel and to place an order in the future.

How do I create an account?

You can create your account in just a few clicks.

  1. Click on the account button on the right side of the screen.
  2. Enter your email address and click register.

You can also create an account when you place an order.


I didn’t receive an order confirmation, is my order placed correctly?

If you did not find an order confirmation, we advise you to check your spam folder first. If you can’t find any mail there either, please contact our customer service.

I want to cancel my order, is this possible?

If you already paid your order, you cannot cancel it. Once you have received your package, you can return it and we will refund the order.

How can I pay for my order?

We accept Bancontact, Ideal, Paypal, Klarna, Apple Pay, Visa en Mastercard.


To which countries do you ship?

Currently, we ship to the following countries:

  • Belgium
  • Bulgaria
  • Croatia
  • Cyprus
  • Czech Republic
  • Denmark
  • Estonia
  • Finland
  • France
  • Germany
  • Greece
  • Hungary
  • Ireland
  • Italy
  • Latvia
  • Lithuania
  • Luxembourg
  • Malta
  • Monaco
  • Netherlands
  • Poland
  • Portugal
  • Romania
  • Slovakia
  • Sweden

What are the shipping rates?

Shipping costs are automatically calculated when you enter your delivery address. All order from €49,99 will be shipped for free.

How long does it take to ship the products?

All orders placed before 10 PM will be sent on the same day.

Can I track my parcel?

Once your order is confirmed, you will receive a track and trace code to follow the status of your package. If you have not received a code within 24 hours of placing your order, we recommend that you contact our customer service department.


Can I return a product?

If you’re not satisfied with a product, you can return it within 30 days. If you wish to return your order, please click here to fill in the return form.

The returned goods should be returned in the original packaging, with the tags still attached to the product and dog hairs should be removed.

My item was damaged during shipping, what now?

If you received a damaged product, we advise you to contact our customer service for more help.

Can I return something that was not directly ordered from this website?

If you ordered a product through of our retailers, you can not return this through our webshop. We suggest you contact the store and follow their return policy.


Can I wash the cover of the dog bed?

Yes, the cover of every dog bed is washable. You can just take the cover off the bed and put it in your washing machine (30 degrees). After washing, let air dry completely, before putting it back on the inserts.
For improved results, we recommend that you vacuum the bed, so you get rid of the first hairs and to close the zipper of the cover to avoid damaging.

Is the filling safe to eat?

The filling of our dog beds is not toxic to dogs. In case your dog has eaten a lot of filling, or behaves differently after eating the filling, we recommend you to consult your veterinarian.

Which size should I pick?

It is important to choose the right size for your dog. A dog bed that is too small or too large will not provide the proper support.  Measure the length of your dog from the nose to the start of the tail and add at least 15 cm. This is the ideal length of the dog bed. You can check the sizes in the size guide on the product page.


Does my dog need a coat?

Some dogs might benefit a dog coat. For example: small breeds, short-haired dogs, old dogs or pups, clipped dogs, dog’s who are used to warmer climates.

If you want to know more about if your dog benefits from a dog coat, please read this blog post. 

What is the difference between a waterproof and waterrepellent fabric?

A fabric is water repellent when it acts as a barrier between rain and the fabric. A waterproof fabric does not let any rain penetrate the fabric.

What is an artificial rabbit skin lining?

Some dog coats are lined with artificial rabbit skin. This is an incredibly soft and cozy fabric that creates tiny pockets of air. These air pockets trap and keep the body heat of the dog, so it works as an extra isolating layer. The lining is 100% animal friendly and polishes the coat of the dog for shiny results. The lining is easy to maintain as no hairs stick to it and it is washable while it keeps its softness.

Can my dog wear a harness under the dog coats?

Yes, if your dog wears a harness under his dog coat, there’s a special cut for the lead.

Collars, harnesses & leads

Is there a matching lead for my collar/harness?

Yes, for every collar of harness we develop there’s a matching lead. You can also mix and match the leads with the collars/harnesses if you can’t choose  ?

Can I adjust the leads?

The 120cm, 140cm and tow lead are not adjustable. The other leads can be adjusted in size thanks to the snap and ring.

How do I order the right size for my dog?

To choose the right size, measure the circumference of the neck (for a collar) or belly (for harness). Then compare these measurements with our size chart to see which size fits best. Are you still doubting about the size, do not hesitate to contact our customer service for more help.

Can I wash my collar, harness or lead?

All our products are washable. Check the careguide on the product description to check how to maintain your product.

Dog bowls

Do I choose an elevated bowl or a dog bowl on the ground?

When choosing a dog bowl, it is important to put your dog’s priorities first. An elevated dog bowl provides a better body position when the dog eats and makes swallowing easier. An elevated dog bowl is also recommended for old dogs with health issues such as arthritis and joint problems because it relieves the pressure on the neck and joints. If your dog suffers from gas and bloating, an elevated bowl is not recommended.

Are the dog bowls dishwasher safe?

Yes, all our dog bowls are dishwasher safe.

Can I leave the bowls outside?

Yes, our bowls are resistant to all kinds of weather. You can therefore leave them safely outside.


Are the toys chew-proof?

During the development of our toys, we play a lot with them to ensure fun and quality. However, toys are meant to play and unfortunately there’s no such thing as an indestructible toy. Therefore, we can never guarantee that toys won’t break, but they are developed to last.

Can the toys be washed?

Most toys can be washed at 30 degrees. We advise you to put the toys in a washing bag to prevent damage. You can also look at the description of a product for the precise washing instructions.

Can’t find the answer to your question? Our customer service is happy to help you by chat or by mail: [email protected]

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