FAQ FRENCHTOUTOU

Each collar should allow you to fit two fingers between your dog’s neck and the collar. Measure your dog’s neck using a tape measure. If the measurement falls between two sizes, choose the larger one. Make sure the measurement doesn’t fall at the extreme ends of a size. If it’s at the upper limit, we recommend choosing the next size up.
Take two measurements: around the neck/chest and around the chest behind the front legs. Always check the size guide specific to each product, as depending on the harness model,  the size may vary.
No. Each model has its own size guide. Always check it before purchasing, as measurements may vary between collars and harnesses.
To extend the life of your accessories:
- Hand wash in lukewarm water with mild soap. Rinse well and let air dry (no tumble dryer).
❌ Avoid: - Hot water or harsh products. - Machine washing (it may damage buckles or stitching).
For heavy stains: wash cold, inside a laundry bag, on a delicate cycle with no spin. However, hand washing is always recommended.
Shipped orders cannot be cancelled or modified before delivery. However, if your order has not yet been processed and you wish to cancel it, please email us at info@frenchtoutou.eu specifying the reason. We’ll do our best to assist you. 
Check your spam folder. If not found, contact us at info@frenchtoutou.eu
You have 14 days to return an unused product. Contact info@frenchtoutou.eu. You are responsible for return shipping costs unless the product is defective. The item must be in its original condition, unworn, with tags attached, and in its original packaging, accompanied by proof of purchase.
Returns must be sent, after prior approval, to the following address: CALLE JARDIN DE LAS ROSAS, 6, 18567 DEHESAS VIEJAS, GRANADA. Items returned without prior request will not be accepted. If the product is defective, we will send you a prepaid shipping label along with the corresponding instructions.
Are returns free?
Returns and exchanges are the customer’s responsibility. In the event of a manufacturing defect or an error on the part of FRENCHTOUTOU, the costs will be covered after approval. If you return the item on your own, we recommend using a tracked shipping method. FRENCHTOUTOU cannot be held responsible for losses during returns made by the customer. The refund will be issued to the original payment method within 10 business days, depending on your bank.
3-year warranty against manufacturing defects. Does not cover normal wear or misuse.
We are not responsible for damage caused by improper use or excessive force. It is the customer’s responsibility to inspect the item before each use and ensure it fits their dog properly.
✅ The warranty covers:
- Manufacturing defects.
- Product non-conformity.
❌ The warranty does not cover:
- Normal wear.
- Damage caused by accident or misuse.
- Poor maintenance.
- Tears or damage from intensive use.
How to activate the warranty?
- Email us at info@frenchtoutou.eu.
- Attach clear photos and a brief explanation.
If validated, we’ll offer you:
- A free exchange
- Or store credit
- Or a refund (in some cases)
Depending on the situation, a photo may suffice. If a return is required, we’ll provide a prepaid label.
Delivery times vary by destination. For mainland Spain and the Balearic Islands: between 3 and 5 business days. For the rest of Europe, delivery depends on the chosen carrier. Orders placed after 12 p.m. are processed the next business day. These times may vary during busy periods (Black Friday, Christmas, sales, etc.).

Do you ship across Europe? Yes, we deliver throughout the European Union.
Free shipping? Free delivery from €50 for Spain.

The available payment methods are displayed during the checkout process and may vary depending on the country or shipping method.

We offer secure and fast payment methods through Shop Pay, Google Pay, and PayPal.

We also accept traditional credit card payments.
Do the prices include VAT? Yes, all our prices include VAT.
🤔💳 Is my payment secure? Yes. We use Shopify’s secure platform, which is recognized worldwide and meets the highest data protection standards.

 

 
By email: info@frenchtoutou.eu. Response within 24h. 📸 Follow us on Instagram and Facebook!
Our promotions cannot be combined with other discounts, gifts, or offers, and do not apply to already discounted products, except for the welcome discount and free shipping on orders over 50 euros in Spain.
You can add your promo code on the checkout page, in the order summary box. The discount will apply immediately after validating the code.
If you experience a delivery issue and cannot resolve it with the carrier, contact us at info@frenchtoutou.eu 💬 with your order number and details of the issue. We’ll do our best to help.
In case of a returned order due to failed delivery (incorrect address, absence, uncollected parcel, etc.), a flat €5 fee will be deducted from the refund to cover logistics costs.
Yes, a tracking number will be sent to you by email once your order has been shipped.