Shipping policy

Last updated: 29 November 2025

Shipping Destinations

Bisou Dog ships to the following countries:

European Union & EEA:

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

We currently do not ship to: Cyprus, Malta, Iceland, Canary Islands, or non-European territories.

Shipping Costs

Shipping costs are calculated at checkout based on your delivery destination and order total.

Rates:

Belgium:
- Pick up point: from €2.95
- Home delivery: €5.95
- Free shipping on orders €100+

Netherlands, Luxembourg:
- Pick up point: €3.95
- Home delivery: €7.95
- Free shipping on orders €100+

Austria, Denmark, Poland, Croatia, Hungary, Czech Republic, Slovenia, Slovakia, Ireland, Sweden, Finland:
- International shipping: €14.95
- Free shipping on orders €150+

Greece, Romania, Estonia, Latvia, Lithuania, Bulgaria:
- International shipping: €24.95
- Free shipping on orders €150+

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 following business day.

Promotional periods:
During high-volume periods (promotional sales, holidays), processing times may be extended. We will notify customers of any significant delays.

Delivery Time

Estimated delivery times from date of shipment:

• Belgium: 2-3 business days
• Netherlands, Luxembourg, Germany, France: 3-5 business days
• Rest of EU: 4-6 business days

Delivery times are estimates and not guaranteed. Under EU law, we must deliver within 30 days of your order unless we agree on a longer timeframe. If delivery is significantly delayed, please contact hello@bisoudog.com.

Delays may occur due to customs clearance, weather conditions, carrier disruptions, or other factors beyond our control.

Tracking

All orders include tracking. You will receive tracking information via email within 24 hours of your order being shipped.

Shipping Carriers

We use the following carriers:

• Belgium: bpost
• EU countries: Multiple carriers selected automatically based on destination for optimal delivery speed and cost
  

The specific carrier for your order will be shown in your tracking information.

Customs and Import Duties

EU & EEA Shipments

All orders to EU and EEA countries ship from Belgium within the European customs union. No customs duties or import taxes apply.

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:
1. Contact us immediately at hello@bisoudog.com
2. We will file a claim with the carrier
3. 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:
1. Check with neighbors, building management, or household members
2. Contact the carrier to confirm the delivery location
3. If not located within 48 hours, email hello@bisoudog.com
4. 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:
1. Do not discard packaging
2. Take photos of the box, products, and any damage
3. Email hello@bisoudog.com within 5 business days with photos
4. 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:
1. Check with neighbors, building management, or household members
2. Contact the carrier to confirm the delivery location
3. Email hello@bisoudog.com if the package cannot be located within 48 hours

Undeliverable Packages

If a package is returned to us as undeliverable due to:
- Incorrect address provided by customer
- Customer unavailable for delivery (after multiple carrier attempts)
- Customer refusal of delivery

We will contact you to arrange reshipment.

Reshipment costs:
- If the package was returned due to an incorrect address you provided, you are responsible for reshipment costs
- If the package was returned due to carrier error or our mistake, we will reship at no additional cost

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
- Response time: Within 24 hours, Monday–Friday

Bisou Dog (trade name of MELA consulting comm v)
Frans Birontlaan 3/5
2600 Antwerp
Belgium
VAT: BE0740734164