Shipping
For full shipping terms, see our Shipping Policy
Where we ship
We ship to 26 EU countries. All orders ship from Belgium within the EU customs union — no customs fees, no surprises.
We do not currently ship to: UK, Switzerland, Norway, Cyprus, Malta, or other non-EU territories.
Shipping costs
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
Free shipping
When your order qualifies for free shipping, shipping is included.
To keep shipping free, Bisou selects the best delivery option for your order based on destination, reliability, and efficiency. Where available, this is typically delivery to a nearby pick-up point.
Prefer home delivery? You can upgrade at checkout:
- Belgium, Netherlands, Luxembourg, France, Germany: +€4.95
- All other EU countries: +€5.95
Processing & delivery time
Processing: Orders are processed within 1–2 business days (Monday–Friday, excluding Belgian bank holidays).
Delivery times from shipment:
- Belgium: 2–3 business days
- Netherlands, Luxembourg, France, Germany: 3–5 business days
- Rest of EU: 4–6 business days
Maximum delivery time from order confirmation:
- Belgium: 7 working days
- EU: 14 working days
If your order doesn't arrive within these timeframes, please contact hello@bisoudog.com.
Tracking
All orders include tracking. You'll receive tracking information via email within 24 hours of shipment.
Delivery issues
Package hasn't arrived? Contact hello@bisoudog.com if there's no tracking update after 5 business days, or if your order doesn't arrive within the maximum delivery timeframe.
Tracking says delivered but you don't have it? Check with neighbours and building management. If not located within 48 hours, email hello@bisoudog.com. We remain responsible for your order until you receive it.
Package arrived damaged? Don't discard the packaging. Take photos of the box, products, and damage. Email hello@bisoudog.com within 5 business days with your order number.
Returns
For full shipping terms, see our Refund Policy
Free returns on all orders
Request your return online. Ship it back, get your refund.
Return window
Returns must be requested within 14 days of receiving your order, and shipped back within 7 days after your return request is approved.
Returns received outside these timeframes may not be accepted.
How to return
1. Go to your order confirmation email and click "View your order"
2. Click "Return items" and select what you'd like to return
3. Choose your reason (this helps us improve)
4. Print your prepaid return label (we'll email it within 24 hours)
5. Pack your items (unused, tags attached when possible)
6. Drop off at your local post office or carrier point (check your return label for the specific carrier—it may differ from the one that delivered your package) within 7 days after your return request is approved.
7. Get your refund within 5-7 business days after we receive your return
Can't find your order email? Visit bisoudog.com/account and log in, or email return@bisoudog.com
What we refund
We refund the purchase price of returned items to your original payment method within 5-7 business days. Shipping costs are refunded only when the entire order is returned.
Exchanges
Return the original item, then place a new order (ensures you get it faster).
Need a different size? Email hello@bisoudog.com and we'll help you find the perfect fit.
Damaged or Incorrect Items
Contact return@bisoudog.com within 7 days with photos. We'll arrange a replacement or full refund immediately.
What you can return
- Items must be unused and in original condition
- Items must be in original packaging with all tags attached when possible
- You may inspect products as you would in a shop (trying a harness briefly, testing a toy)
What you cannot return
For hygiene and safety reasons:
- Food, treats, supplements, shampoos, grooming products, and wipes that have been unsealed after delivery
- Personalized or made-to-order items
If these arrive unsealed, damaged, or defective, you can always return them.
Questions
Email hello@bisoudog.com - we respond within 24 hours, Monday–Friday.
