FAQ

You should be able to fit two fingers between your dog's neck and the collar. Measure your dog's neck circumference using a measuring tape. If the measurement falls between two sizes, choose the larger one. It is important that the measurement does not fall at either end of a size range. If it is close to the upper limit, we recommend choosing the next size up.

Take two measurements: the neck circumference and the chest circumference behind the front legs. Always consult the size guide for the specific product, as sizing may vary depending on the harness model.

No. Each model has its own size guide. Check it before every purchase, as measurements may vary depending on the collar or harness model.

To extend the life of your accessories:

• Hand washing is recommended, or use a short 15–30 minute washing machine cycle.
• Allow to air dry (do not tumble dry) and avoid exposing the products to sunlight.

❌ Avoid hot water and harsh cleaning products.

For stubborn stains, use a 15–30 minute cycle without spinning, ideally inside a laundry bag.

If your order has not yet been processed and you wish to cancel it, please email us at frenchtoutou2025@gmail.com. However, orders that have already been shipped cannot be cancelled or modified before delivery. You must receive the parcel and then follow our return procedure if you wish to exchange the size or request a refund.

Check your spam or junk folder. If you still cannot find the confirmation email, contact us at frenchtoutou2025@gmail.com.

Our promotions can usually be combined with other discounts, as well as with the welcome discount and free shipping.

Enter your discount code in the designated field in the order summary at checkout. The discount will be applied once the code has been validated. Some offers are applied automatically.

Delivery times vary depending on the destination.

For mainland Spain and the Balearic Islands: generally 2–5 business days from the date the order is shipped.

For the rest of the EU, the usual delivery time is 3–10 business days from the date the order is shipped.

These times may vary due to external circumstances and periods of high activity (Black Friday, Christmas, sales, etc.).

Shipping costs:

• Mainland Spain: €4.50
• Balearic Islands and Portugal: €4.95
• Ceuta and Melilla: €4.95
• Canary Islands: €9.95
• Continental Europe: €8.00
• Cyprus, Malta and Greece: €28

Do you deliver throughout the EU?
Yes, we deliver throughout the European Union.

Is shipping free?

Enjoy free shipping when your order reaches the minimum amount required for your delivery area:

• Mainland Spain: on orders over €35.
• Balearic Islands and Portugal: on orders over €49.
• Ceuta and Melilla: on orders over €59.
• Continental Europe: on orders over €69.

Free shipping is not available to the Canary Islands, nor to Cyprus, Malta and Greece, due to additional shipping costs and customs formalities.

The applicable shipping costs are displayed at checkout.

Contact us at frenchtoutou2025@gmail.com, providing your order number and details of the problem.

If an order is returned because delivery was unsuccessful (incorrect address, recipient unavailable, parcel not collected, etc.), a flat fee of €5 will be deducted from the refund to cover logistics costs for mainland Spain and the Balearic Islands. For the rest of the EU, the fee is €9.95.

Yes, a tracking number will be sent to you by email as soon as your order has been shipped.

If the size is not suitable, contact us at frenchtoutou2025@gmail.com and provide your name, order number and the size you would like.

Please wait for instructions from our customer service team before returning the product.

The product must be unworn and unused, with its tags and original packaging.

First exchange:

• Mainland Spain: free
• Balearic Islands and Portugal: €5.95
• Ceuta and Melilla: €5.95
• Canary Islands: €10.95
• Continental Europe: €8.95
• Cyprus, Malta and Greece: €28.95

Subsequent exchanges:

• Mainland Spain: €6.95
• Balearic Islands and Portugal: €7.95
• Ceuta and Melilla: €7.95
• Canary Islands: €12.95
• Continental Europe: €9.95
• Cyprus, Malta and Greece: €29.95

• The first free size exchange is not available during special promotional periods, such as Black Friday, or other special sales events.

Please contact our customer service team before returning the product.

You have 30 days from receipt of your order to request the return of an unused product. Contact frenchtoutou2025@gmail.com and provide your name and order number.

What are the return conditions?

Items must be in their original condition, unworn and unused, with tags and original packaging, and accompanied by proof of purchase.

All return requests must be submitted to our customer service team in advance.

Items returned without prior approval will not be accepted.

Are returns free?

Return shipping costs payable by the customer are as follows:

• Mainland Spain: €6.95
• Balearic Islands and Portugal: €7.95
• Ceuta and Melilla: €7.95
• Canary Islands: €11.95
• Continental Europe: €9.95
• Cyprus, Malta and Greece: €29.95

If the product is defective, we will send you a prepaid shipping label and the relevant instructions after approval.

The refund will be processed within 14 business days. Your bank may require additional time to process it.

3-year warranty against manufacturing defects. It does not cover normal wear and tear or misuse.

We are not responsible for damage caused by incorrect use or excessive force applied to the products. It is the customer's responsibility to inspect the item before each use and check that it is suitable for their dog.

✅ What the warranty covers:

• Manufacturing defects.
• Product non-conformity.

❌ What the warranty does not cover:

• Normal wear and tear.
• Damage caused by accidents or misuse.
• Improper maintenance.
• Tears or accidents resulting from intensive use.

How do I make a warranty claim?

Email us at frenchtoutou2025@gmail.com. Attach clear photos of the product and a brief explanation of the issue.

If the claim is approved, we will offer you:

• A free replacement.
• Or store credit.
• Or a refund (in certain cases).

Depending on the situation, sending photos may be sufficient. If the product needs to be returned, we will provide a prepaid shipping label.

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

We offer secure and convenient payment methods through Shop Pay, Google Pay, PayPal, Bizum, Klarna and others.

We also accept standard bank card payments.

Yes, all our prices include VAT except for tax-exempt regions.

Yes. We use Shopify's secure platform, which is recognised worldwide and complies with strict data protection standards.

For general enquiries, email us at info@frenchtoutou.eu.

For order-related problems, size exchanges, returns or other issues with your order, contact us at frenchtoutou2025@gmail.com.

We aim to reply within 24 hours.

📸 Follow us on Instagram and Facebook too!