Shipping, complaints and returns

Shipment

If the items you ordered are not all available in stock, we will wait until we can ship your order in full.

We ship our orders to the EU, Switzerland, Canada and the USA.

We ship climate-friendly with DHL GoGreen:

DHL GoGreen

Shipping to

Shipment-
flat rate

Delivery time**
EN €4.99 1-3 workdays
EU/Europe* €15.99 3-7 working days
USA / CAN* 40,-€ (up to 5kg) Approximately 25 business days
USA / CAN* 60,-€ (5-10kg) Approximately 25 business days

* For deliveries to NON-EU countries, additional taxes, customs duties and fees may apply, which you as the customer must pay.
** Deviations caused by the shipping service provider are possible.

Exchange of unused goods

If you need a different size , we will be happy to exchange your ordered goods for the correct size within 30 days of receipt. The prerequisite for a size exchange is of course that the goods are unused and in perfect condition:

  • Please report your exchange by email to service@theoundemma.com , stating the order and invoice number. If possible, please attach a photo to your email, for example of the coat on your dog. This way we can better understand which size is right for you.
  • Please measure your dog again and tell us your dog's body measurements by email. We would also be happy to advise you on the new size choice. You can find out how to measure your dog here .
  • Only if your exchange is confirmed by us by email after registration can you assume that the goods are in stock and can be exchanged promptly.
  • Please include your new desired size as information when returning the item.
  • The customer must provide sufficient postage for the return shipment.
  • We will send you the replacement delivery free of charge.

Return unused goods

  • If you want to return a product within 30 days of receipt, please register your return in advance by email at service@theoundemma.com , stating your order and invoice number.
  • Returns must be sent back to us by the customer with sufficient postage.
  • Please note that we cannot accept returns without postage .

    Please note that we neither accept returns nor exchange goods that show signs of wear. If your returned goods show signs of wear, we reserve the right to refuse to accept the return or to withhold part of the refund price.

    Complaints about unused goods

    If there is a complaint about our goods, please write us an email stating the order and invoice number at service@theoundemma.com .

    We will contact you immediately and find a satisfactory solution together.

    ×