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 XS fits a neck of 20 – 28 cm, such as a Chihuahua or Miniature Pinscher. Size S fits 28 – 36 cm, such as a Jack Russell or Dachshund. Size M fits 36 – 44 cm, such as a Border Collie or Whippet. Size L fits 44 – 52 cm, such as a Labrador or Shepherd. Size XL fits 52 – 62 cm, such as a Bernese Mountain Dog or Newfoundland. 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. 150 cm is the standard length, with room to sniff and grip when you need it.
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 my dog's name put on it?
Yes, with a name tag: a round epoxy resin tag in the colour of your choice, with the name in gold letters on the front. For € 2 extra we put your phone number on the back. You can order it on its own or as an extra with a collar. The name may use the letters A to Z, up to 10 characters including spaces. Because we make every tag for you, 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 make the new size for you and send it as soon as the first one is back with us. Personalised items we only take back if there is something wrong with the product itself.
Shipping & returns
How much does shipping cost?
Shipping within the Netherlands costs €7.95; from €60.00 we ship free of charge, also after a discount code. Shipping to Belgium and Germany costs €8.95, to the rest of the EU €17.95 and to the United Kingdom €19.95. If you order only name tags or poop bag holders, up to two items in total, we send them as a tracked letterbox parcel: €5.95 within the Netherlands, €6.95 to the rest of the EU and €6.95 to the United Kingdom.
How quickly will my order arrive?
Everything is made to order by hand, so orders leave the workshop within 3 – 5 working days. Delivery within the Netherlands then takes 1 – 2 working days.
Do you ship outside the Netherlands?
Yes, within the EU and to the United Kingdom. Within the EU delivery takes 3 – 5 working days. We do not ship to other countries. In the United Kingdom import duties, VAT or customs charges may apply; those are at your own expense.
Can I return my order?
Yes, within 14 days of receiving it. The item must be unworn and in its original packaging. Register your return by email and you will receive the instructions for returning it; the amount is back in your account within 14 days of you reporting your return. The cost of sending the item back is at your own expense.
What warranty do I get?
Material and manufacturing faults carry 1 year 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.
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 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 or a WhatsApp, with your order number if it is about an order. We usually answer within one working day.