We ship from Belgium to 29 European destinations.

European Union

Belgium, Netherlands, Luxembourg, Germany, France, Monaco, Denmark, Slovenia, Poland, Hungary, Slovakia, Austria, Croatia, Czech Republic, mainland Spain, Ireland, Sweden, Lithuania, Italy, Latvia, Estonia, Romania, Portugal, Finland, Bulgaria and Greece.

EU orders ship within the European customs union, so there are no customs duties or import taxes.

Other European destinations

We also ship to the United Kingdom, Switzerland and Norway.

Orders to the United Kingdom, Switzerland and Norway cross a customs border. Import VAT, customs duties or carrier handling fees may be charged on delivery. These charges are not included in your order total and 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 territories.

Orders are processed within 1–2 business days, Monday to Friday, excluding Belgian bank holidays.

Orders placed during weekends or bank holidays are processed on the next business day.

During launches, sales and other busy periods, processing may take slightly longer. We’ll let you know if we expect a significant delay.

Estimated delivery after 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, 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 times are estimates and may be affected by carrier disruptions, weather or other circumstances outside our control.

Customs processing may cause additional delays for the United Kingdom, Switzerland and Norway.

Your delivery estimate is also shown at checkout.

Every order includes tracking.

You’ll receive your tracking details by email within 24 hours after your order ships.

We work with carriers including InPost, Mondial Relay, PostNL and DPD. The carrier selected for your order will appear in your tracking information.

No tracking update?

Contact hello@bisoudog.com if your tracking hasn’t updated for five business days.

Tracking says delivered, but your package is missing?

Check with neighbours, household members and building management. You can also contact the carrier to confirm the delivery location.

If you still cannot locate the package after 48 hours, email hello@bisoudog.com. We’ll investigate with the carrier and resolve the issue.

Package arrived damaged?

Keep the packaging and take clear photos of the box, products and damage. Email hello@bisoudog.com within five business days with your order number and photos.

Items are missing?

Email hello@bisoudog.com within five business days with your order number and details of the missing items.

Bisou remains responsible for your order until you—or someone you nominate—receives it.

Please check your delivery address carefully before placing your order.

Need to change it? Contact hello@bisoudog.com immediately. We can only update an address before the order ships.

If a package is returned because of an incorrect address, unsuccessful delivery attempts or refusal of delivery, we’ll refund the returned products once we receive them. Original shipping costs will not be refunded.

If you would still like the products, please place a new order.

Returns from all EU destinations are free. We’ll email you a prepaid return label at no cost.

Returns from the United Kingdom, Switzerland and Norway are subject to a flat €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.

You can request your return through your Bisou Dog account or your order confirmation email.

Via your Bisou Dog account:

1. Go to bisoudog.com/account.
2. Enter the email address used to place your order.
3. We’ll send a one-time login code to your email. No password is needed.
4. Enter the code and select the order you want to return.
5. Select “Return items”.
6. Choose the products you want to return and tell us why.

Via your order confirmation email:

1. Open your order confirmation email.
2. Select “View your order”.
3. Select “Return items”.
4. Choose the products you want to return and tell us why.

After submitting your request:

1. We’ll email your prepaid return label within 24 hours, Monday to Friday.
2. Pack the products securely, with their original packaging, tags and accessories where possible.
3. Drop the parcel at the carrier location shown on your return label within seven days after your return is approved.

You may inspect products as you would in a shop—for example, briefly trying on a harness or testing a toy.

Returned products should be in resalable condition and should not be excessively used, soiled or damaged.

We may reduce your refund if handling has diminished the product’s value.

For hygiene and safety reasons, certain opened products cannot be returned, including food, treats, supplements, shampoos, grooming products and wipes.

Personalised or made-to-order products also cannot be returned.

Damaged, defective or incorrectly supplied products can always be returned.

We refund the purchase price of approved returned products to your original payment method.

Standard delivery costs are refunded only when you return your entire order. Premium or express delivery upgrades are not refundable.

Refunds are processed within 14 days after we receive and inspect your return.

Once processed, allow 5–10 business days for the money to appear, depending on your payment provider.

We don’t offer direct exchanges.

Return the original product for a refund, then place a new order for the replacement.

Need help choosing another size? Email hello@bisoudog.com and we’ll help.

Email return@bisoudog.com within seven days of delivery with your order number and photos of the product and packaging.

We’ll arrange a free return and offer a replacement or refund.

Email hello@bisoudog.com.

We respond within 24 hours, Monday to Friday.