Service
Frequently asked questions
Short answers to what we are asked most: about size, shipping and what a lead needs. The full story is always one click further.
Size & ordering
How do I measure my dog's neck?
Lay a tape measure around the neck, just below the ears, where the collar will sit. Hold the tape flat against the coat without pulling it tight, slide two fingers underneath and read it off in centimetres. Round up.
Which collar size does my dog need?
Size S fits a neck of 25 – 34 cm, such as a Jack Russell or Dachshund. Size M fits 34 – 44 cm, such as a Border Collie or Whippet. Size L fits 44 – 58 cm, such as a Labrador or Shepherd. If you fall between two sizes, take the larger one.
Which lead length should I choose?
120 cm is for the city: your dog walks right beside you. 180 cm is the standard length, with room to sniff and grip when you need it. 200 cm and longer is for woods and dunes, or to wear over your shoulder.
Which size should I take for a puppy?
Measure the neck as you would for a grown dog, but measure again once he has finished growing: a collar that fits exactly now will not fit in three months.
Can I have a collar made to my dog's neck size?
Yes. On the product page you enter your dog's name and neck size; we accept a measurement between 20 and 70 cm. Both go on the order slip in the workshop. A personalised collar may take a day longer, and we only take it back if there is something wrong with the product itself.
What if the size turns out to be wrong?
When you report the return, tell us which size you do want. We will set it aside and send it as soon as the first one arrives. Personalised items we only take back if there is something wrong with the product itself.
Shipping & returns
How much does shipping cost?
Shipping costs €4.95. From €75.00 we ship free of charge.
How quickly will my order arrive?
Orders leave the workshop within 1 – 2 working days. Delivery within the Netherlands then takes 1 – 2 working days. A personalised collar is made to measure first and may take a day longer.
Do you ship outside the Netherlands?
Yes, within the EU. Delivery there takes 3 – 5 working days.
Can I return my order?
Yes, within 30 days of receiving it. The item must be unworn and in its original packaging. Report your return by email and you will get the instructions back; the amount is back in your account within a week of receipt. The statutory 14-day right of withdrawal continues to apply alongside that.
What warranty do I get?
Material and construction faults carry 2 years of warranty. Normal wear falls outside that: brass building a patina is part of the material. If in doubt, send a photo.
Materials & care
What are the leads and collars made of?
Braided cord, Biothane and solid brass. The cord has a core with a braided sheath and does not stretch under a sudden pull. Biothane is polyester webbing with a coating: strong, water-resistant and easy to keep clean. Carabiner, rings and buckles are solid brass, not chrome-plated steel. Every point that takes the strain has a double seam in waxed thread.
Where are they made?
By hand, in our workshop in the Netherlands. The cord is cut to length, the Biothane cut to size and the hardware set by hand. Then we check the seam, the carabiner and the finish, and only then does it go in the box.
How do I wash a lead?
By hand at 30 °C, in lukewarm water with a mild soap. Not in the washing machine and not in the dryer: the heat shrinks the sheath around the core. Let the cord air-dry, laid flat or hanging up.
Can a lead get wet?
Yes. Biothane does not absorb water, the braided cord keeps its round shape even after it has been wet, and solid brass does not rust. Let the cord dry uncoiled afterwards, and after a day at the beach rinse off the salt and rinse the sand out of the carabiner.
Does the brass get darker?
Yes, and that is how it should be. Brass slowly takes on a warmer patina; the Biothane keeps its colour. To bring the shine back to the brass, polish it with a soft dry cloth.
Contact
Is your question not here?
Send an email, with your order number if it is about an order. We usually answer within one working day.