For example, if you order a dog coat from us, shipping costs €4.99.

For orders of, for example, a chest band, shipping costs only €3.50.

Here you can find our shipping rates .

Yes, we offer free shipping within Germany for orders over €119.

Once your package has been handed over to DHL, DHL usually needs 1-3 working days for delivery.

You received a DHL tracking ID with your shipping confirmation email. You can use this ID to track your package on the DHL website.

Wir versenden ausschließlich mit DHL.

If you are logged into your customer account, you can easily use your shop credit at checkout. As soon as credit is available, it will be automatically displayed in the "Shop Credit" section.

Then simply click on "Apply shop credit" – and the amount will be taken directly into account as a payment method.

You can also find your current balance at any time in your account details , as soon as you are logged in.

Good to know: You can also use your shop credit when paying with Shop Pay .

In the order confirmation email you will find a link where you can download your invoice as a PDF.

Unfortunately, it is no longer possible to change an order after it has been submitted.

You can ask us all your questions via our contact form .

If you ordered as an end customer, we will issue an invoice in PDF format for every order. You can download this as a PDF via the link in your order confirmation email.

Unfortunately, that's not possible, as we are an online shop and do not have a physical store.

Should you wish to exchange or return your order, please register your return online in our returns portal beforehand.

Yes, you can of course exchange your order, for example, your coat. Register your exchange online in the returns portal . There you will receive all the necessary documents and your DHL return shipping label.

Don't worry, sometimes things can go wrong – we'll help you find a solution. To ensure your complaint is processed as quickly as possible, please send us an email with the following information:

• Description of the damage
• Photos of the damage
• A complete recording of the article
• Your order number
  

Send everything to service@theoundemma.com . We will take care of your request as soon as possible.

Wenn du deine Bestellung zurücksendest und statt einer Erstattung auf dein ursprüngliches Zahlungsmittel die Erstattung als Shopguthaben wählst, erhältst du von uns einen Bonus von 10 % auf das Guthaben obendrauf.

Dieses Guthaben kannst du ganz einfach mit deiner nächsten Bestellung verrechnen. Wähle im Checkout bei deiner nächsten Bestellung einfach dein Shopguthaben als Zahlungsmittel aus und bezahle damit.

Zudem geht die Erstattung als Shopguthaben am schnellsten.

No, if you register your exchange, you should return your item to us promptly. Your new size or color will only be generated as an order and reserved for you once your return has been processed.

Click here >> to go to the returns portal .

Du findest das Retourenportal entweder im Kundenbereich unter Umtausch & Retouren, oder du kannst auch über diesen Link direkt dorthin gelangen:

>>Zum Retourenportal

You have 30 days to return your order to us.

We only accept returns of unworn products. Products you wish to return or exchange must have their original tags attached. This is the only way we can match the product to your order and process your return.

We cannot accept returns of products that have already been worn. If products are returned to us that have been worn and used, we will refuse an exchange or refund and return your package to you.

We also reserve the right to refuse to accept coats that are covered in dog hair, or to charge a flat cleaning fee of €10. This amount will be deducted from the refund.

We cover the shipping costs for exchanges within Germany. Please register your exchange in our returns portal . There you will receive a free DHL label and all further information.

If you wish to return your order, you are responsible for the return shipping costs. If you have registered your return online, you can either request a DHL label from us for €4.90, which we will deduct from your refund, or you can, of course, choose a different shipping provider instead of shipping it yourself. Important: The order remains your property until we receive your return.

Processing your return can take up to 7 business days after we receive the goods. Please be patient. Once we have processed your return and issued a refund, you will receive a credit note for your records. The refund will then be issued via the same payment method used for the original order. Depending on your payment provider, this may take an additional 1-3 business days.

Please refrain from initiating chargebacks with your payment provider during this timeframe, as this will only unnecessarily prolong the process.

Once your return has been received and inspected by our shipping staff, we will refund your purchase price to the payment method you used for the order. A refund to a different payment method is not possible.

Please note the following:

1. First, check your email provider's spam folder.
2. After you enter your email address and register, you will receive a confirmation email asking if we may send you emails. You must confirm this by clicking the button. Afterwards, you will receive an email with your personal code.
3. Unfortunately, our email provider T-Online keeps causing problems with the delivery of our emails. It's best if you register again with a non-T-Online email address.

• Discounts and promotions cannot be combined. You can only redeem one discount code (e.g., shipping or product discount) per order. Combining discounts with ongoing promotions is not always possible – please contact our customer service if you are unsure.
• Discount codes must be entered directly during the ordering process. If you forget to enter a code, it cannot be applied retroactively. Should you experience any difficulties redeeming your discount code or have any other questions, please contact our customer service before placing your order.
• Our promotions are only valid within the specified period and cannot be applied retroactively to orders already placed or those placed later. Please understand that we want to remain fair to all customers and therefore cannot make any exceptions.

No, that's not possible. A discount code cannot be applied retroactively. If you have any difficulties redeeming your code, please contact customer service .

If you have received a valid discount code, you can enter it at checkout. It's important that you enter the code in the designated field and also click "Redeem." Only valid and redeemed codes will be applied.

No, that's not possible. Every action and every action code has a specific duration that cannot be changed retroactively.

You can select your dog's coat size separately by measuring your dog's back length and chest circumference. This ensures that the coat fits your dog correctly and doesn't slip.

You can customize our coats for your dog by combining different coat sizes and chest measurements. This also means that in the configurator you always need to select and order a coat section and a chest strap.

Olive Branch is a different shade of olive. It is slightly lighter than the olive shade of the products from the 24th collection.

No. Henry is designed to fit closer to the body than our other coats. You can wear a harness over our sweater.

Yes, if you already have a chest band, you can also order our coats without one.

To do this, go to our configurator and select "I don't want a chest band" when choosing the chest bands.

For all current products, you can sign up for our availability service. Simply go to your desired product, select your size, and click "Notify me when available" below. Enter your email address and click submit. As soon as your desired size is back in stock, you will receive an email from us.

You are free to choose which chest band you combine with your coat. For example, you can combine a winter coat with a chest band designed for sweaters/raincoats. Likewise, you can also combine a raincoat with a chest band designed for sweaters/winter coats.

Customize your coat to suit your needs.

The chest band for winter coats is additionally insulated on the inside, with the same insulation as our winter coats. Both chest bands are waterproof and made from the same outer fabric as our coats.

Yes, the Oskar winter coat is waterproof and therefore provides optimal protection against cold and rain.

After attaching the chest strap to the coat, pull the coat over your dog's head once, guide the chest strap between your dog's front legs, and attach the wings of the chest strap to the sides of the coat.

Das angegebene Maß bei der jeweiligen Größe ist der Umfang des Loops. Die richtige Größe bekommst du, indem Du den Halsumfang deines Hundes misst. Die Faustformel lautet: Halsumfang plus 5cm ist gleich Loop-Größe.

Beispiel: Dein Hund hat einen Halsumfang von 32cm. Dann addiere 5 cm und du erhältst die Loop-Größe ML mit bis zu 40cm.