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, then match to the chart.
Between sizes? Our Size & Fit Guide explains why sizing down is usually better for small dogs — the opposite of what most brands advise.
Still unsure? Email hello@bisoudog.com with your dog's breed, weight, and measurements. We reply within 24 hours.
Are your products safe for small dogs?
Are your products safe for small dogs?
Yes. We curate exclusively for dogs 2–12kg — every product is evaluated for quality, materials, and small-dog suitability before it reaches our shop. That includes hardware weight, proportion, and ingredient standards. Check individual 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 to Friday, excluding Belgian bank holidays.
Delivery times from shipment:
- Belgium, Netherlands and Luxembourg: 2–4 business days
- France and Germany: 3–5 business days
- Austria, Denmark, Poland, Croatia, Hungary, Czech Republic, Slovenia, Slovakia, mainland Spain, Italy, Portugal, Ireland, Sweden and Finland: 4–7 business days
- Greece, Romania, Estonia, Latvia, Lithuania and Bulgaria: 6–10 business days
- United Kingdom, Switzerland and Norway: 6–10 business days
Delivery estimates are shown at checkout.
Delivery times are estimates and may be affected by carrier disruptions, weather or customs processing.
You’ll receive tracking details by email within 24 hours after your order ships.
What countries do you ship to?
What countries do you ship to?
We ship from Belgium to 29 European destinations.
European Union:
Belgium, Netherlands, Luxembourg, Germany, France, Monaco, Austria, Denmark, Poland, Croatia, Hungary, Czech Republic, Slovenia, Slovakia, mainland Spain, Italy, Portugal, Ireland, Sweden, Finland, Greece, Romania, Estonia, Latvia, Lithuania and Bulgaria.
We also ship to the United Kingdom, Switzerland and Norway.
EU orders do not incur customs duties or import taxes.
Orders to the United Kingdom, Switzerland and Norway may be subject to import VAT, customs duties or carrier handling fees on delivery. These charges are payable by the recipient.
We do not currently ship to Cyprus, Malta, Iceland, the Canary Islands, BFPO addresses, UK overseas territories or other non-European destinations.
How much does shipping cost?
How much does shipping cost?
Shipping costs are calculated at checkout based on your delivery destination and order total.
EU orders over €100 qualify for free shipping.
Orders to the United Kingdom, Switzerland and Norway over €250 qualify for free shipping.
When free shipping is available, Bisou Dog selects the best delivery option for your order. Where available, this is typically delivery to a nearby pick-up point.
You can upgrade to home delivery at checkout where available.
BELGIUM
Orders under €100:
- Mondial Relay pick-up point: €2.95
- Pick-up point: €4.95
- Home delivery: €5.95
Orders over €100:
- Pick-up point: free
- Home delivery upgrade: €4.95
NETHERLANDS & LUXEMBOURG
Orders under €100:
- Mondial Relay pick-up point: €3.95
- Pick-up point: €5.95
- Home delivery: €8.95
Orders over €100:
- Pick-up point: free
- Home delivery upgrade: €6.95
FRANCE
Orders under €100:
- Mondial Relay pick-up point: €4.95
- Pick-up point: €6.95
- Home delivery: €8.95
Orders over €100:
- Pick-up point: free
- Home delivery upgrade: €4.95
GERMANY
Orders under €100:
- Pick-up point: €7.95
- Home delivery: €9.95
Orders over €100:
- Pick-up point: free
- Home delivery upgrade: €5.95
SPAIN, ITALY & PORTUGAL
Orders under €100:
- Mondial Relay pick-up point: €5.95
- Pick-up point: €9.95
- Home delivery: €12.95
Orders over €100:
- Pick-up point: free
- Home delivery upgrade: €6.95
AUSTRIA, DENMARK, POLAND, CROATIA, HUNGARY, CZECH REPUBLIC, SLOVENIA, SLOVAKIA, IRELAND, SWEDEN & FINLAND
Orders under €100:
- Pick-up point: €14.95
- Home delivery: €16.95
Orders over €100:
- Pick-up point: free
- Home delivery upgrade: €7.95
GREECE, ROMANIA, ESTONIA, LATVIA, LITHUANIA & BULGARIA
Orders under €100:
- Home delivery: €24.95
Orders over €100:
- Home delivery: free
UNITED KINGDOM
Orders under €250:
- Home delivery: €29.95
Orders over €250:
- Home delivery: free
Import VAT, customs duties or carrier handling fees may apply on delivery.
SWITZERLAND & NORWAY
Orders under €250:
- Home delivery: €39.95
Orders over €250:
- Home delivery: free
Import VAT, customs duties or carrier handling fees may apply on delivery.
All orders are sent with care and include tracking.
Your estimated delivery time is shown at checkout and depends on your location.
You’ll receive your tracking details by email within 24 hours after your order ships.
Do you offer free shipping?
Do you offer free shipping?
EU orders over €100 ship free.
Orders to the United Kingdom, Switzerland and Norway over €250 ship free.
When your order qualifies for free shipping, we select the best delivery option based on your destination, reliability and efficiency. Where available, this is typically delivery to a nearby pick-up point.
Prefer home delivery? You can upgrade at checkout for a small additional fee, depending on your location.
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?
Returns from EU destinations are free.
Returns from the United Kingdom, Switzerland and Norway are subject to a €10 return fee, deducted from your refund.
Returns of damaged, defective or incorrect products are always free.
Request your return within 14 days of receiving your order.
Once your return is approved, ship it back within seven days using the return label we provide.
We’ll email your return label within 24 hours, Monday to Friday.
For returns from Monaco, contact return@bisoudog.com.
How do I return an item?
How do I return an item?
You can request a return through your Bisou Dog account or your order confirmation email.
Via your Bisou Dog account:
- Go to bisoudog.com/account.
- Enter the email address used to place your order.
- We’ll send a one-time login code to your email. No password is needed.
- Enter the code and select the order you want to return.
- Select “Return items”.
- Choose the products you want to return and tell us why.
Via your order confirmation email:
- Open your order confirmation email.
- Select “View your order”.
- Select “Return items”.
- Choose the products you want to return and tell us why.
After submitting your request:
- We’ll email your prepaid return label within 24 hours, Monday to Friday.
- Pack the products securely, with their original packaging, tags and accessories where possible.
- Drop the parcel at the carrier location shown on your return label within seven days after your return is approved. The return carrier may differ from the carrier that delivered your order.
- We’ll process your refund within 14 days after receiving and inspecting your return.
- Once processed, allow 5–10 business days for the refund to appear, depending on your payment provider.
Need help? 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?
For quick questions or sizing advice, message us on WhatsApp.
For general inquiries, email hello@bisoudog.com
For returns, contact return@bisoudog.com
We reply within 24 hours, Monday–Friday.
