Shipping policy
Last updated: 20 August 2026
Shipping Destinations
Bisou Dog ships within the European Union and EEA, and to the United Kingdom, Switzerland and Norway.
Countries we ship to: Belgium, Netherlands, Luxembourg, Germany, France, Monaco, Spain (mainland only), Italy, Portugal, Austria, Czech Republic, Hungary, Poland, Slovenia, Slovakia, Croatia, Denmark, Sweden, Finland, Estonia, Latvia, Lithuania, Ireland, Greece, Bulgaria, Romania, United Kingdom, Switzerland, Norway.
We currently do not ship to: Cyprus, Malta, Iceland, the Canary Islands, British Forces Post Office (BFPO) addresses and UK overseas territories, or other non-European territories.
All EU orders ship from Belgium within the EU customs union. Orders to the United Kingdom, Switzerland and Norway ship from Belgium and cross a customs border — see “Customs and Import Duties” below.
Shipping Costs & Free Shipping
Shipping costs are calculated at checkout based on your delivery destination and order total.
Free Shipping
Free shipping on EU orders over €100. For the United Kingdom, Switzerland and Norway, free shipping applies on orders over €250.
Free shipping is delivered to a pick-up point near you. Where a pick-up point is not available in your country, your order is delivered to your address. If you prefer home delivery, you may upgrade at checkout for a small additional fee (see below).
Shipping Rates
Belgium
| Delivery option | Orders under €100 | Orders over €100 |
|---|---|---|
| Pick-up point Mondial Relay | €2.95 | Free |
| Pick-up point DPD | €4.95 | Free |
| Home delivery | €5.95 | €4.95 (upgrade) |
Netherlands & Luxembourg
| Delivery option | Orders under €100 | Orders over €100 |
|---|---|---|
| Pick-up point Mondial Relay | €3.95 | Free |
| Pick-up point DPD | €5.95 | Free |
| Home delivery | €8.95 | €6.95 (upgrade) |
France & Monaco
| Delivery option | Orders under €100 | Orders over €100 |
|---|---|---|
| Pick-up point Mondial Relay | €4.95 | Free |
| Pick-up point DPD | €7.95 | Free |
| Home delivery | €9.95 | €4.95 (upgrade) |
Germany
| Delivery option | Orders under €100 | Orders over €100 |
|---|---|---|
| Pick-up point | €7.95 | Free |
| Home delivery | €9.95 | €5.95 (upgrade) |
Spain, Italy & Portugal
| Delivery option | Orders under €100 | Orders over €100 |
|---|---|---|
| Pick-up point Mondial Relay | €5.95 | Free |
| Pick-up point DPD | €9.95 | Free |
| Home delivery | €12.95 | €6.95 (upgrade) |
UK, Austria, Czech Republic, Hungary, Poland, Slovenia & Slovakia
| Delivery option | Orders under €100 | Orders over €100 |
|---|---|---|
| Pick-up point | €9.95 | Free |
| Home delivery | €14.95 | €7.95 (upgrade) |
Croatia, Denmark, Estonia, Finland, Ireland, Latvia, Lithuania & Sweden
| Delivery option | Orders under €100 | Orders over €100 |
|---|---|---|
| Pick-up point | €12.95 | Free |
| Home delivery | €17.95 | €7.95 (upgrade) |
Greece, Bulgaria & Romania
| Delivery option | Orders under €100 | Orders over €100 |
|---|---|---|
| Home delivery | €24.95 | Free |
Pick-up point delivery is not available in these countries. All orders are delivered to your address.
Switzerland & Norway
| Destination | Orders under €250 | Orders €250 and over |
|---|---|---|
| Switzerland | €39.95 | Free |
| Norway | €39.95 | Free |
Orders to the United Kingdom, Switzerland and Norway may be subject to import charges on delivery — see “Customs and Import Duties” below.
Processing Time
Orders are processed within 1–2 business days (Monday–Friday, excluding Belgian bank holidays). Orders placed on weekends or bank holidays are processed the next business day.
Promotional periods: During high-volume periods (sales, launches or holidays), processing times may be slightly extended. Customers will be notified if significant delays occur.
Delivery Time
Estimated delivery times from shipment:
| Destination | Estimated delivery |
|---|---|
| Belgium, Netherlands, Luxembourg | 2–4 business days |
| France, Monaco, Germany | 3–5 business days |
| Austria, Czech Republic, Hungary, Poland, Slovenia, Slovakia, Croatia, Denmark, Sweden, Spain, Italy, Portugal, Ireland | 4–7 business days |
| Estonia, Latvia, Lithuania, Finland | 5–8 business days |
| Greece, Bulgaria, Romania | 6–10 business days |
| United Kingdom, Switzerland, Norway | 6–10 business days |
Delivery times are estimates and not guaranteed.
In accordance with EU consumer law, delivery will take place within 30 days of order confirmation unless otherwise agreed. If delivery is significantly delayed, please contact hello@bisoudog.com.
Delays may occur due to carrier disruptions, weather conditions or circumstances beyond our control. For orders to the United Kingdom, Switzerland and Norway, delays may also occur during customs processing.
Tracking
All orders include tracking. Tracking details are sent by email within 24 hours of your order being shipped.
Shipping Carriers
We work with DPD and Mondial Relay. The carrier is selected based on your destination and chosen delivery option, and will be visible in your tracking information.
Customs and Import Duties
EU & EEA orders: All EU and EEA orders ship from Belgium within the European customs union. No customs duties or import taxes apply.
United Kingdom, Switzerland & Norway: These countries are outside the EU customs union. Orders ship from Belgium and cross a customs border. Import VAT, customs duties, or carrier handling fees may be charged by the destination country on delivery. These charges are set by the local customs authority, are not included in your order total, and are payable by you as the recipient. For information on returns from these countries, please see our Refund Policy.
Order Accuracy
Please ensure your shipping address is complete and accurate. We ship to the address you provide at checkout and cannot be held responsible if an incorrect address is entered.
If you need to update your shipping address, contact us immediately at hello@bisoudog.com before your order ships. Address changes can only be made before the order is dispatched.
Our Responsibility for Delivery
Under EU and Belgian law, we remain responsible for your order until you receive it.
Risk of Loss: The risk of loss or damage passes to you when you (or a third party you designate) takes physical possession of the goods. Until that point, we are responsible for any loss or damage during shipping.
Lost Packages: If your package is lost during transit:
- Contact us immediately at hello@bisoudog.com
- We will file a claim with the carrier
- Once confirmed lost, we will issue a full refund or send a replacement at no cost to you
Stolen Packages After Delivery: If tracking shows “delivered” but you did not receive the package:
- Check with neighbours, building management, or household members
- Contact the carrier to confirm the delivery location
- If not located within 48 hours, email hello@bisoudog.com
- We will investigate with the carrier and resolve the issue
Carrier investigations may take 5–10 business days. We will keep you informed throughout the process.
Damaged Packages: If your package arrives damaged:
- Do not discard packaging
- Take photos of the box, products, and any damage
- Email hello@bisoudog.com within 5 business days with photos
- We will arrange a replacement or refund
We work with our carriers to resolve delivery issues, but you do not need to file claims yourself. We handle this process.
Delivery Issues
Missing Items: If items are missing from your delivery, email hello@bisoudog.com within 5 business days with your order number and details of the missing items.
Non-Delivery: If tracking shows your package was delivered but you did not receive it:
- Check with neighbours, building management, or household members
- Contact the carrier to confirm the delivery location
- Email hello@bisoudog.com if the package cannot be located within 48 hours
Uncollected Pick-up Point Orders
Orders sent to a pick-up point are held for a limited period, typically 7 days. If the order is not collected within that period, it is returned to us automatically. Uncollected orders are treated as undeliverable — see below.
Undeliverable Packages
If a package is returned to us due to:
- an incorrect or incomplete shipping address provided at checkout
- unsuccessful delivery attempts by the carrier
- refusal of delivery by the recipient
- failure to collect an order from a pick-up point within the holding period
the order will be considered undeliverable.
Once the return is received and processed, we will issue a refund for the returned items, excluding shipping costs.
If you wish to receive the items, please place a new order.
Shipping costs are non-refundable when the return was caused by address issues, failed delivery attempts, refusal of delivery, or failure to collect from a pick-up point.
Changes to Shipping Policy
We reserve the right to modify this shipping policy at any time. Changes will be effective immediately upon posting to our website. The “Last updated” date at the top of this policy indicates when it was last revised.
Contact
For questions about shipping:
Email: hello@bisoudog.com
Customer Service: +39 352 023 7261 (WhatsApp)
Response time: Within 24 hours, Monday–Friday
Bisou Dog® (registered trademark of MELA consulting comm v)
Frans Birontlaan 3/5
2600 Antwerp
Belgium
VAT: BE0740734164
