Shipping policy

shipping

we process every order within 24 hours. once it's on its way, you'll receive tracking updates directly in your inbox.

estimated delivery times:

netherlands: 1–2 working days
belgium & france: 2–4 working days
germany, luxembourg & austria: 3–5 working days

shipping costs are calculated at checkout. free shipping applies from €50 for NL, BE, and FR orders.
all Pelage orders are shipped from the Netherlands within the EU, no customs fees for EU customers.

please note: once your order has been handed to our carrier, we cannot be held responsible for delays on their end. we'll always do our best to help you follow up if something doesn't go as expected.

customs

all Pelage orders are shipped from the Netherlands within the EU. for EU customers, no customs fees apply.

Returns & Refunds

we want every order to feel right. if something isn't, we're here to help.

return window
you have 14 days from the date you receive your order to request a return.

eligibility
to be eligible, items must be unopened, unused, and in their original packaging. you'll need your receipt or proof of purchase.

for hygiene reasons, opened or used products cannot be returned. if you're unsure whether a product is right for your dog, reach out before ordering — we're happy to advise.

sale items and gift cards are not eligible for return.

how to start a return
contact us at hello@pelagecare.com before sending anything back. returns sent without prior approval will not be accepted. if your return is accepted, we'll provide the return address and instructions. return shipping costs are at your expense unless the item is defective or incorrect.

damages & incorrect items
please inspect your order upon arrival. if your item is damaged, defective, or not what you ordered, contact us immediately with your order number and a photo. we'll make it right.

exchanges
the quickest way to exchange is to return your item and place a new order once the return is accepted.

refunds
once we receive and inspect your return, we'll let you know whether it's approved. if approved, your refund will be processed to your original payment method within 10 business days. bank processing may add a few extra days on their end. if 15 business days have passed since approval and you haven't received your refund, contact us at hello@pelagecare.com.