If you wish to return a product you have ordered in our online store you can do that within 30 days of purchase. If the goods have been purchased from a reseller, the products must be returned to the same place you bought it.
Please follow these steps in order to return a product:
- Make sure the product is unused, has original packaging and tag. All parts and accessories must be included. we reserve the right to partially or not at all refund the return if these requirements are not met.
- Go to our Returns page, (if you ordered to Sweden, Finland, Denmark, or Greenland, please use this link) and type in your order number and email address.
- Pack the product in a suitable packaging for shipping.
- Print out the pre-paid return label and attach it to the return package.
- Deliver the package to your closest DHL service point. In Norway, Sweden, Denmark, and Finland, all returns are done through PostNord. In the rest of the world, DHL handles all our returns.
- As soon as we receive the return, we will e-mail you with information about your refund.
If you wish to exchange a product, you can do the following:
- Order a new product in the online store.
- Return the old product with these steps. We will refund you as soon as we receive the returned product.
Is return shipping free for products bought in your webshop?
We offer free returns, but the initial shipping cost is not refunded. If your purchase did not qualify for free shipping, and you had to pay for shipping, we will not reimburse the shipping cost should you choose to return the product. Returns are free if the goods are shipped with the approved return label issued by us. Non-stop dogwear does not refund expenses you otherwise will have in return shipping. Uncollected packages that are sent back to us unannounced, can be charged for return shipping.
The product has been damaged during transport, what should I do?
We are responsible for the product until it is delivered to you. If you have received a damaged product, please contact our customer service immediately, at the latest 48 hours within receiving the product if the product has been damaged under shipping. We will require an image of the damage, and a description of what is damaged or destroyed. Let us know within the deadline, and we will replace the product.
How long does it take to get reimbursed money from returns?
As soon as we receive the product you have sent in return to us, we will process the return and refund you through the same payment method you used to purchase the product.
If you have purchased the product with an invoice payment method, and already payed the invoice, including the product you regret and have returned, you will need to provide us the account number on which you will receive the refund. We reimburse you as soon as possible and at the latest within 14 days of receiving the returned product.