FAQ-FRENCHTOUTOU

Each collar should allow two fingers to fit between your dog's neck and the collar. Measure the neck with a tape measure. If the measurement is between two sizes, choose the larger one.

It is important that the measurement does not fall at the extremes of a size. If it falls at the upper limit, we recommend choosing the larger size.

 

Take two measurements: neck/chest circumference and chest circumference under the legs. Always consult the product-specific size guide, as one measurement or another may be required depending on the harness model.

 

No. Each model has its own size guide. Check it every time you make a purchase , as measurements may vary depending on the collar or harness model.
To extend the life of accessories,
-Hand wash recommended, in warm water with mild soap.

-Rinse well and let air dry (no tumble dryer)

❌ Avoid:

-Hot water or aggressive products.

-Machine washing (risk of damaging buckles or seams)

For heavy stains: wash cold, in a bag, gentle cycle without spinning. However, hand washing is always recommended.
Shipped orders cannot be canceled or modified until they have arrived at their destination. However, if your order has not yet been processed and you wish to cancel it, please email us at info@frenchtoutou.eu informing us of the cancellation and the reason, and we will do our best to assist you. If your order has been shipped, you can manage the return from the Returns and Exchanges portal once you receive it.
Check your spam folder. Otherwise, contact us at info@frenchtoutou.eu.
You have 14 days to return an unused product. Contact info@frenchtoutou.eu. Returns are at your expense unless the product is defective. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.
To make a return, you can contact us at the following address: info@frenchtoutou.eu. Please note that returns must be sent to the following address: CALLE JARDIN DE LAS ROSAS, 6,18567 DEHESAS VIEJAS GRANADA.
If your return is accepted, we will send you a return shipping label and instructions on how and where to send your package. Items returned without a prior return request will not be accepted.
You can always contact us for any questions regarding returns at info@frenchtoutou.eu
Are returns free?
Returns and exchanges are the customer's responsibility. If the return or exchange is due to a factory or FRENCHTOUTOU defect, the costs will be covered by FRENCHTOUTOU after validation by a member of the team. If you wish to return the item on your own, we recommend using shipping methods with sub-localization of the packages. FRENCHTOUTOU cannot be held responsible for any losses during returns managed by the customer. If you have made a return, the amount of the item will be refunded to the original payment method. The refund will appear in your account within 10 working days, depending on your bank. For shipments to the Canary Islands, Europe and the rest of the world, we do not refund the shipping costs of the order, customs fees or fees not related to FRENCHTOUTOU. Customs fees, duties or taxes related to exchanges/returns made by the customer are the responsibility of the customer. If you have made a return, the amount of the item will be refunded to the original payment method. The refund will appear in your account within 10 working days, depending on your bank.

 

3-year warranty against manufacturing defects. Does not cover wear and tear or misuse.
We are not responsible for breakages or damage caused by misuse or excessive force applied to our products.
It is the customer's responsibility to carefully inspect the product before daily use and to ensure that the item purchased from our store is suitable for their dog and its intended use.
The warranty does not cover damage caused by wear and tear or other factors unrelated to the quality of the product.
✅What the warranty covers:
- Manufacturing defects.
-Non-conformity of the product.

❌ What the warranty does not cover:

-Normal wear and tear.

-Damage caused by misuse or accident.

-Poor conservation or inadequate maintenance.

Accidents or tears due to intensive or improper use.

How to activate the warranty?

-Write to us at info@frenchtoutou.eu.

-Attach clear photos of the product and a brief explanation.

If the guarantee is validated, we will offer you:

-A free exchange

-Or a credit

-Or a refund (in some cases)

Should I return the product?

Not always. Depending on the case, a simple photo is enough.

If a return is necessary, we will provide you with a prepaid label.

 


  • Delivery times vary depending on the destination. Generally, orders to mainland Spain and the Balearic Islands take between 2 and 5 business days.
  • For the rest of Europe and the rest of the world, delivery times vary depending on the carrier chosen. All domestic orders placed after 12:00 p.m. will be processed and shipped the following business day. International shipments are also processed and shipped the following business day. Please note that delivery times may be affected by circumstances beyond our control.

Do you deliver throughout Europe? Yes, we deliver to all countries in the European Union.

Free delivery? Free delivery from 50€ for the peninsula and 60€ for Balearics Island.

Can I track my order? Yes, you will receive a tracking number by email as soon as it is shipped.

Available payment methods are displayed during the ordering process and may vary depending on the country or delivery option chosen.

Do prices include VAT? Yes, all our prices include VAT.

🤔💳 Is my payment information completely secure? Your payment information is completely secure. We use Shopify as our payment platform, a globally recognized service used by the majority of online merchants. Shopify meets the highest security standards to ensure your data is always protected.

By email: info@frenchtoutou.eu. Response within 24 hours.📸 Also follow us on Instagram and Facebook!
Our promotions cannot be combined with other promotions, gifts or offers, and therefore cannot be used on products that are already reduced.
You can add the promotional code on the payment screen, specifically in your order summary, in the box reserved for applying discounts. The discount will be applied immediately when you enter the code.
If you have an incident and have not been able to resolve it directly with the shipping company, please contact us at info@frenchtoutou.eu💬 and provide your order number. Explain the problem to us and we will do our best to help you resolve it.