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, one or the other measurement may be required.
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. If your order has already been shipped, you can manage the return through the Returns & Exchanges portal once you receive it.
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. Returns are at your expense unless the product is defective. The item must be in its original condition, unworn, with tags and in its original packaging, along with proof of purchase.
Returns must be sent to: CALLE JARDIN DE LAS ROSAS, 6, 18567 DEHESAS VIEJAS, GRANADA.
If your return is approved, we’ll send you a prepaid shipping label and instructions. Items returned without prior request will not be accepted.
Returns must be sent to: CALLE JARDIN DE LAS ROSAS, 6, 18567 DEHESAS VIEJAS, GRANADA.
If your return is approved, we’ll send you a prepaid shipping label and instructions. Items returned without prior request will not be accepted.
Are returns free?
Returns and exchanges are at the customer’s expense. In case of manufacturing defects or an error by FRENCH TOUTOU, costs will be covered after validation. If you return the item on your own, we recommend using a tracked shipping method. FRENCH TOUTOU cannot be held responsible for lost parcels. Refunds are made to the original payment method within 10 business days depending on your bank. For shipments to the Canary Islands, Europe, and the rest of the world, shipping, customs, or tax fees are non-refundable.
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.
- 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.
- 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.
- 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 2 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 mainland Spain and the Balearic Islands.
Do you ship across Europe? Yes, we deliver throughout the European Union.
Free shipping? Free delivery from €50 for mainland Spain and the Balearic Islands.
Available payment methods are shown during checkout and may vary depending on the country or delivery option.
Are prices VAT inclusive? Yes, all our prices include VAT.
🤔💳 Is my payment secure? Yes. We use Shopify’s globally recognized secure platform that meets the highest data protection standards.
Are prices VAT inclusive? Yes, all our prices include VAT.
🤔💳 Is my payment secure? Yes. We use Shopify’s globally recognized secure platform that 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.
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.
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.