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.

We ship exclusively with DHL.

If you are logged into your customer account, you can use your shop credit at checkout to pay for your order.

Simply click on "Apply shop credit" at checkout – 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.

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.

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.

Please also note all information under Exchange & Returns.

Yes, you can of course exchange your order, for example, your coat. Register your exchange online in the returns portal . There you will also receive your DHL label for the return shipment.

Please also note all information under "Exchanges & Returns".

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:

1) Description of the damage

2) Photos of the damage

3) A complete recording of the article

4) Your order number

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

If you return your order and choose to receive a refund as shop credit instead of a refund to your original payment method, we will give you a bonus of 10% on top of your credit balance.

You can use this credit towards your next order. Simply select your shop credit as your payment method at checkout and pay with it.

Furthermore, refunds are processed as shop credit the fastest.

Yes, that's possible. Please register your exchange online in our returns portal .

Please proceed as follows:

1) Register your item as a "return".

2) But instead of "Refund", select "Choose another product".

3) Now select your new item and complete the process as described in the returns portal.

Yes. If there is sufficient stock of the item to be exchanged, your item will be reserved for you for 10 days.

Should you need more time for the return shipment, the reservation will be automatically cancelled after 10 days.

You can find the returns portal either in the customer area under Exchanges & Returns, or you can also go there directly via this link:

>>Go to the returns portal

You have 30 days to return your order to us.

1) We only accept returns of unworn products.

2) Returned products must have their original labels attached. This is the only way we can match the product to your order and process your return.

3) 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 send your package back to you.

4) We also reserve the right to refuse to accept coats that are still 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. You will receive an email from us as soon as we have processed your return.

If you return an item, you will receive another email from us once your credit has been refunded.

The refund will be issued via the same payment method used for the original order, unless you select "Refund as store credit".

Depending on the payment provider, the credit may take another 1-3 working 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 have entered your email address and registered, you will receive a confirmation email asking if we may send you emails. You must confirm this by clicking a link. Afterwards, you will receive an email with your personal code.

3) Unfortunately, our email provider T-Online is experiencing recurring problems with the delivery of our emails. It's best if you register again using 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.

The measurement given for each size is the circumference of the loop. You can find the correct size by measuring your dog's neck circumference. The rule of thumb is: neck circumference plus 5 cm equals loop size.

Example: Your dog has a neck circumference of 32cm. Then add 5cm and you get the loop size ML with up to 40cm.

At the end of 2024, we changed the sizes of our coats and chest straps. If you have a coat from our first collection, please note that the old size will no longer fit. For example, if your dog has a back length of 57 cm, you would have worn size 8 before the change; now you need size 6. Therefore, please remeasure your dog's back length and chest circumference according to our measuring guide and then select the new size from the size chart.

If you can't find the answer to your question in our FAQs, feel free to contact us via our website chat or contact form . Of course, you can also send an email to our customer service team at service@theoundemma.com.