Products & Sizing
What sizes do you carry?
What sizes do you carry?
XXS to M, for dogs up to 12kg.
What size should I order?
What size should I order?
Check the product page for the size chart. Measure your dog's chest, neck,
or back length (depending on the product). Match those measurements to the chart.
Between sizes? Read our Small Dog Sizing Guide — we correct the "size up" advice most brands give.
Still unsure? Email hello@bisoudog.com with breed and measurements. We'll reply within 24 hours.
Are your products safe for small dogs?
Are your products safe for small dogs?
Yes. We only stock brands that meet our standards for small dogs. Every product is selected for quality, materials, and suitability for dogs 2-12kg. Check product pages for specific materials and ingredients.
Do you make these products?
Do you make these products?
No. Bisou Dog is a curated multi-brand retailer, not a manufacturer. We source the best small dog brands globally, and hold inventory in Belgium for fast EU shipping and premium packaging.
Why don't you carry [specific brand]?
Why don't you carry [specific brand]?
We're selective curators. If a brand doesn't meet our standards for design, quality, or small dog suitability, it doesn't make the cut.
That said — we're always looking. Send recommendations to hello@bisoudog.com.
Will you restock sold-out items?
Will you restock sold-out items?
Usually, yes — depending on demand and brand availability. Email hello@bisoudog.com if you're waiting for something specific.
Orders & Shippings
How long does shipping take?
How long does shipping take?
Processing time
Orders are processed within 1-2 business days (Monday–Friday, excluding Belgian bank holidays).
Delivery times from shipment:
- Belgium: 2-4 business days
- Netherlands, Luxembourg, France, Germany: 3-5 business days
- Rest of EU: 4-6 business days
What countries do you ship to?
What countries do you ship to?
We ship EU-wide to 26 countries across Europe: Belgium, Netherlands, Luxembourg, Germany, France, Austria, Denmark, Poland, Croatia, Hungary, Czech Republic, Slovenia, Slovakia, Monaco, Spain, Italy, Portugal, Ireland, Sweden, Finland, Greece, Romania, Estonia, Latvia, Lithuania, Bulgaria.
We do not currently ship to: Cyprus, Malta, Canary Islands, or other non-EU territories.
How much does shipping cost?
How much does shipping cost?
Shipping costs are calculated at checkout based on your delivery destination and order total.
Belgium
- Pick up point: from €2.95
- Home delivery: €5.95
- Free shipping on orders over €100
Netherlands, Luxembourg:
- Pick up point: €3.95
- Home delivery: €7.95
- Free shipping on orders over €100
France:
- Pick up point: €4.95
- Home delivery: €8.95
- Free shipping on orders over €100
Germany:
- Pick up point: €7.95
- Home delivery: €9.95
- Free shipping on orders over €100
Spain, Italy, Portugal:
- Pick up point: €5.95
- Home delivery: €12.95
- Free shipping on orders over €150
Austria, Denmark, Poland, Croatia, Hungary, Czech Republic, Slovenia, Slovakia, Ireland, Sweden, Finland:
- Home delivery: €14.95
- Free shipping on orders over €150
Greece, Romania, Estonia, Latvia, Lithuania, Bulgaria:
- Home delivery: €24.95
- Free shipping on orders over €150
Do you offer free shipping?
Do you offer free shipping?
Yes.
- Orders over €100 ship free to Belgium, Netherlands, Luxembourg, France, and Germany
- Orders over €150 ship free to the rest of the EU
When your order qualifies for free shipping, Bisou Dog selects the best delivery option for you (typically a nearby pick-up point).
Prefer home delivery?
You can upgrade at checkout:
- +€4.95 for Belgium, Netherlands, Luxembourg, France & Germany
- +€5.95 for all other EU countries
Can I change or cancel my order?
Can I change or cancel my order?
Contact us immediately at hello@bisoudog.com before your order ships. Once we've dispatched it, we can't make changes. You can still exercise your 14-day right of withdrawal after delivery.
My order hasn't arrived within the estimated time.
My order hasn't arrived within the estimated time.
Contact hello@bisoudog.com if your order doesn't arrive within:
- Belgium: 7 working days from order confirmation
- EU: 14 working days from order confirmation
My package arrived damaged.
My package arrived damaged.
Don't discard packaging. Take photos of the box, products, and any damage. Email hello@bisoudog.com within 5 business days with photos and your order number. We'll arrange a replacement or refund.
Returns & Exchanges
What's your return policy?
What's your return policy?
We offer free returns on all orders. You have 14 days from delivery to request a return.
Once your return is approved, you must ship it back within 7 days.
We’ll email your prepaid return label within 24 hours (Monday–Friday).
How do I return an item?
How do I return an item?
- Go to your order confirmation email and click “View your order”
- Click “Return items” and select what you’d like to return
- Choose a reason (this helps us improve)
- We’ll email your prepaid return label within 24 hours
- Pack your items (unused, original condition, tags attached when possible)
- Drop off at the carrier location listed on your return label (this may differ from the carrier that delivered your order) within 7 days after the return request is approved
- Once received, your refund is processed within 5–7 business days
Can’t find your order email?
Log in at bisoudog.com/account or email return@bisoudog.com.
How long until I get my refund?
How long until I get my refund?
We process refunds within 14 days after receiving and inspecting returned items. You'll be refunded to your original payment method. Allow 5-10 business days for the refund to appear in your account.
Can I return items if I used them?
Can I return items if I used them?
You can inspect products as you would in a shop (trying a harness on your dog briefly, testing a toy). Items should be returned in resalable condition. We may deduct from your refund if items show diminished value due to excessive use, soiling, or damage beyond normal inspection.
What items can't be returned?
What items can't be returned?
For health and hygiene reasons:
- Sealed food items, treats, supplements, shampoos, grooming products, and wipes that have been unsealed after delivery
- Personalized products made to your specifications (custom engraving, made-to-order items)
If these arrive unsealed or defective, you can always return them.
Do you offer exchanges?
Do you offer exchanges?
We don't offer direct exchanges. Return the original item for a refund, then place a new order. This ensures you get what you need faster.
Discounts & Codes
How do I use a discount code?
How do I use a discount code?
Enter your code at checkout in the discount field before payment.
Can I use multiple discount codes?
Can I use multiple discount codes?
No. Only one discount code per order, and codes cannot be combined unless explicitly stated.
My discount code isn't working.
My discount code isn't working.
Check:
- Expiration date (specified in promotional materials)
- Minimum purchase requirements
- Product restrictions (some codes only apply to specific items)
Still not working? Email hello@bisoudog.com with the code and your issue.
Do discount codes have cash value?
Do discount codes have cash value?
No. Codes cannot be exchanged for cash.
Account & Payment
Do I need an account to order?
Do I need an account to order?
No, you can checkout as a guest. Creating an account makes reordering easier and lets you track orders anytime.
What payment methods do you accept?
What payment methods do you accept?
We accept:
- All major credit cards (Visa, Mastercard, American Express)
- PayPal
- Apple Pay
- Google Pay
- Klarna (Buy Now, Pay Later)
All payments processed securely via Shopify.
Is my payment information secure?
Is my payment information secure?
Yes. We use Shopify's PCI-compliant secure checkout. We never see or store your full payment details.
I was charged but didn't receive a confirmation email.
I was charged but didn't receive a confirmation email.
Check your spam folder. Still missing? Email hello@bisoudog.com with your name and order date - we'll locate your order and resend confirmation.
About Bisou Dog
Who runs Bisou Dog?
Who runs Bisou Dog?
Me. One person (and dog) who got tired of the pet aisle and have zero tolerance for boring pet gear. Both Belgium-based with Italian roots. I built the store small dogs with big standards actually deserve.
Why "Bisou Dog"?
Why "Bisou Dog"?
Named after my first dog. Bisou means 'kiss' in French. Kind of perfect for dogs who are basically attached to you 24/7.
What are Bisou Dog’s values?
What are Bisou Dog’s values?
Our core value is simple: Not Pets. Family. That includes the dogs who are still waiting for a home. We believe a beautiful life should extend to everyone, which is why a portion of every order goes directly to supporting trusted dog rescue organizations.
Legal & Privacy
How long do you keep my order data?
How long do you keep my order data?
We retain order and transaction data for 10 years to comply with Belgian tax and accounting regulations. See our Privacy Policy for details.
How do you use my personal data?
How do you use my personal data?
We collect information to process orders, send shipping notifications, and (with your consent) send marketing emails. Read our full Privacy Policy for details on data collection, usage, and your rights under GDPR.
How do I exercise my GDPR rights?
How do I exercise my GDPR rights?
Email hello@bisoudog.com to:
- Request a copy of your data
- Correct inaccurate data
- Request deletion (subject to legal retention)
- Object to processing
- Withdraw marketing consent
We respond within 1 month.
Still need help?
Email: hello@bisoudog.com (general inquiries)
Returns: return@bisoudog.com
Response time: Within 24 hours, Monday-Friday
