Legal
Terms & conditions
These terms apply to every order placed in our shop. They are written in plain language, so you can actually read them.
Last updated on 21 September 2026
1. Definitions
In these terms, 'the shop' means the online shop of Cord & Collar and the business that runs it, and 'you' means the consumer placing an order. A distance contract is a purchase concluded without us having met — through this website, in other words.
Working days are Monday to Friday, excluding public holidays in the Netherlands.
The cooling-off period is the window in which you may undo the purchase without giving a reason.
2. Who you are buying from
The shop is run by the business set out below. If you have a question or a complaint, email is the fastest way to reach a person.
- Name
- Cord & Collar
3. When these terms apply
These terms apply to every offer in the shop and to every contract that follows from one. You can read, save and print them here before you order.
If any provision in these terms is void or is annulled, the remaining provisions stay in force. The provision that falls away is replaced by one that comes as close as possible to its intent.
If something we agree with you by email differs from these terms, that agreement prevails.
4. The offer
Every offer in the shop is without obligation until you have ordered, and applies while stock lasts.
We describe our products as accurately as we can and the photographs are a faithful representation. But leather is a natural material: colour, grain and marking differ from hide to hide, and no screen renders colour exactly. Differences like that are not a defect.
An obvious mistake or typing error — a price that is plainly wrong, for instance — does not bind the shop.
5. The contract
The contract is concluded the moment you complete your order and we confirm it. You receive that confirmation by email.
Payment is handled in Shopify's secure checkout. That is where you enter your address and payment details; we never see your payment details ourselves. What happens to your data is set out in our privacy policy.
Within the limits of the law, the shop may check whether you can meet your payment obligations, and may refuse an order or attach conditions to it. If we do, we will tell you why.
6. Prices and VAT
All prices in the shop are in euros and include VAT. Shipping is shown separately before you check out, so you know the final amount before you pay.
Prices can change, but never for an order that has already been confirmed. If we raise a price within three months of concluding the contract, you may dissolve the contract, unless the increase follows from a statutory rule.
7. Payment
Payment is made up front, at checkout. Which payment methods are available is shown in the checkout.
If you notice you have given us the wrong detail, tell us straight away. As long as the order has not left the workshop, we can almost always still put it right.
8. Delivery
We ship to the address you gave at checkout. Orders leave within 1 – 2 working days; delivery takes 1 – 2 working days within the Netherlands and 3 – 5 working days within the EU.
Shipping costs €4.95; from €75.00 we ship free of charge.
The longest delivery period is thirty days, unless we agree otherwise with you. If we cannot manage that, we will tell you by the thirtieth day at the latest and you may dissolve the contract at no cost. You then get everything you paid back within fourteen days.
The risk of damage or loss sits with the shop until you, or someone you have nominated, takes delivery of the parcel.
9. Right of withdrawal
You may dissolve the contract without giving a reason within 14 days of the day you, or someone you nominated, receives the product. That is the statutory right of withdrawal.
On top of that, the shop gives you 30 days to return an order, counted from the same day. That longer window is the shop's own offer and leaves your statutory rights untouched.
How to withdraw, what you get back and within what period is set out on the right of withdrawal page. That page also carries the model withdrawal form.
10. When the right of withdrawal does not apply
The right of withdrawal does not apply to products made to your specifications or clearly personalised for you. A collar with your dog's name on it falls under that exception (article 6:230p, opening words and under f, of the Dutch Civil Code).
We make those items per order and cannot sell them to anyone else. Before you order, it is made clear whether an item is being personalised.
This exception is only about changing your mind. If something is wrong with the product itself, your rights in respect of a defect apply in full.
11. Conformity and warranty
What you buy has to be what you can reasonably expect it to be. If a product falls short, you are entitled to repair or replacement, and if that does not work out, to dissolution or a price reduction. That right follows from the law and is not cut off by a hard two-year limit.
On top of that, the shop gives a 2-year warranty on faults in material and construction: stitching that comes loose, brass that breaks, leather that tears without cause.
Normal wear is not covered. Leather darkens, brass takes on a patina, and a lead dragged over asphalt every day wears down — that belongs to the material. Damage caused by improper use, by a dog chewing the product, or by repairs carried out by someone else is not covered either.
If you think something is wrong, email us a photograph and your order number. You will hear from us within 14 days.
12. Complaints
Submit a complaint about the performance of the contract within a reasonable time of discovering the defect, fully and clearly described.
You will have an answer within 14 days. If we need longer to investigate, we will say so within that same period and tell you when you can expect a substantive answer.
A complaint does not suspend the shop's obligations, unless we state otherwise in writing.
13. Governing law and disputes
Dutch law applies to every contract with the shop. If you live in another country, the mandatory consumer rules of your country of residence continue to apply alongside it.
If we cannot resolve matters together, you can bring the dispute before the competent Dutch court. As a consumer you may also bring it before the court of your own place of residence.
The European ODR platform for online dispute resolution was discontinued on 20 July 2025. Pointing you there would serve no purpose; the route above is what there is.
14. Liability
The shop's liability is limited to what is set out in these terms and in the disclaimer.
That limitation does not apply in the event of intent or deliberate recklessness on the part of the shop, nor to damage from death or personal injury, nor where the law governs liability mandatorily — product liability, for example. A seller cannot write those rules away in dealings with consumers, and we are not trying to here.
The disclaimer also sets out how to use a collar and lead safely. Read that page: most of what goes wrong with these products goes wrong through use they were not made for.
15. Intellectual property
The texts, photographs, logo and design of this website belong to the shop or to its licensors.
You may reproduce material for your own non-commercial use with attribution. Commercial reuse of text, imagery, the brand, the monogram or the product design requires prior written permission.
16. Changes to these terms
The shop may amend these terms. The version that applies to your order is always the one in force at the moment you ordered.
The date at the top of this page shows when the text was last changed in substance.
Contact
A question this page doesn't answer
Send us a message with your order number and we'll look into it.
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