Frequently Asked Questions

We're speeding things up! All orders are shipped within 2-4 business days of receiving payment. If everything goes smoothly, your package should arrive in under a week – provided your desired item is in stock.
You can find the current delivery time directly on the respective product page.

If you have ordered multiple items with different delivery times, we kindly ask for your patience. For sustainability reasons, we will ship your order together as soon as all items are available.

As soon as we hand your order over to DHL, you will receive an email from us informing you that your shipment is now on its way. You can find the tracking number directly in the email or in your customer account under "My Orders".

Oh dear, we are so sorry! Don't worry, we will find a solution as quickly as possible.

👉 Please contact our customer service team and send us the following information by email to support@emmyundpepe.de:
✅ Your order number
✅ A photo of the received products and the package

The more information we have, the faster we can solve the problem – we promise!

Don't worry, we're here to help! Contact our customer support as soon as possible. If your order hasn't been shipped yet, we can still change the address.

If the package is already on its way, it will be returned to us. Of course, we'll gladly send it to you again, but unfortunately, we'll have to charge you the shipping costs again. We appreciate your understanding and are always here to help!

Don't panic, we'll find a solution!

As soon as your package is on its way, you will receive a shipping confirmation from us. Please check the delivery address and the estimated delivery date to ensure that all information is correct.

If your package cannot be delivered, it will usually be redirected to a parcel locker or branch. Only if it is not picked up there will it be returned to us.

Of course, we'll gladly resend your order – however, in this case, we unfortunately have to charge shipping costs again. We appreciate your understanding and are always available to answer any questions you may have.

Check order:

Compare the item you received with your order confirmation to ensure there is no error.

Contact customer service:

Please contact our customer service immediately and provide us with the following information:

• Your order
• A brief description of the incorrect item

Returns & Replacements:

Once the error is confirmed, you will receive a free return label from us. We will send you the correct item or refund the purchase price – depending on your preference and availability.

Please observe the deadlines:

Please report the error within 14 days of receiving your order so we can help you quickly.

No , an order that has already been placed cannot be changed afterwards . This is regulated by law, as a legally binding contract is formed upon conclusion of the purchase agreement.

Please check your order carefully before submitting it. If you still wish to make changes, you can cancel your order – provided it has not yet been shipped – and place a new one.

You should normally receive a confirmation email immediately after completing your order. If you don't receive it within a short time, please also check your spam or junk mail folder .

If you cannot find a confirmation, please send an email to our customer support.

Please provide the following information:

• Your full name
• The order date
• If known, the order value or the items

We are reviewing the process and will help you as soon as possible.

We will only ship your order once all items are available . This means: there will be no partial deliveries .

Your order will be shipped as soon as all products are in stock. This saves you shipping costs and ensures you receive everything conveniently in one delivery.

Shipping costs depend on the delivery location and the chosen shipping method. The exact costs will be displayed in your shopping cart before you complete your order. This way, you always have an overview of all applicable fees.

In short: Worldwide! 🌎 Whether to Switzerland, the USA or even Hogwarts (as long as Hedwig picks up the package 😉).

Please note that customs duties may apply depending on the country – unfortunately, we cannot predict these and they are your responsibility.

Here is an overview of the tiers:

Austria, Switzerland:

0 - 1.8 kg = €12.95

1.9 - 5.7 kg = €14.95

5.8 - 11.5 kg = €19.95

11.6 - 19.5 kg = €24.95

19.6 - 31.5 kg = €34.95

31.6 - 38 kg = €49.90

Poland, Sweden, Slovenia, Slovakia, Hungary, Belgium, Denmark, France, United Kingdom, Italy, Liechtenstein, Czech Republic, Netherlands, Luxembourg, Monaco:

0 - 4.5 kg = €21.42

4.6 - 9 kg = €24.99

9.1 - 18 kg = €28.56

18.1 - 28 kg = €32.13

28.1 - 56 kg = €64.25

Estonia, Latvia, Lithuania, Portugal, Spain, Croatia, Norway, Romania:

0 - 4.5 kg = €30.94

An online trade fair is a digital shopping experience where we transform our shop into a mini film studio and present the entire world of the wow factor. We regularly host these special events, where you'll not only find exclusive offers but also get a close-up view as we present our products live. From high-quality dog ​​collars and orthopedic dog beds to exciting new products – there's plenty to discover during the online trade fair.

For an entire weekend, you can snag exclusive trade fair deals in our online shop and shop to your heart's content. But the real highlight is our live trade fair on social media: We'll go live for you, answer your questions, present our products, and show you what we have to offer. Our motto is: "You ask – we answer!"

If you spot a product you like during the live session, you can easily order it via direct message on social media. All we need is your name, address, email address, and the exact product details, including size and desired color. The exact dates for the live sessions are always announced at short notice – so it's worth checking back regularly to make sure you don't miss any events.

Our online trade fair combines shopping with entertainment and allows you to immerse yourself in the world of EMMY & PEPE from the comfort of your home – interactive, personal and full of wow effects!

The filling of our dog beds is individually tailored to the size and weight of your dog, because every dog ​​has different needs. While smaller dogs prefer a softer and more cuddly sleeping surface, larger dogs also need stable support to prevent sagging.

Our size S dog beds are filled with memory foam, providing orthopedic support. This filling is complemented by fiber balls, making the bed especially soft and cuddly. It's particularly important for small dogs that the bed isn't too firm and conforms perfectly to their body.

From size M to XL, we use a blend of viscoelastic foam and cold foam. The viscoelastic foam adapts perfectly to the dog's body, providing pressure-relieving comfort, while the cold foam ensures the bed's shape retention. This keeps the dog bed in shape and prevents sagging – even for heavy or very heavy dogs.

Depending on the size and weight of your dog, we individually adjust the material composition to ensure optimal comfort. This results in a perfectly balanced dog bed that offers maximum sleeping comfort and promotes a healthy sleeping position for your dog in the long term.

Yes, there is an EMMY & PEPE discount code that you can use to save on your purchase. With the code "Pepe," you'll receive a 10% discount on all our products. However, there are a few exceptions: already reduced items and custom-made products cannot be combined with discount codes. The same applies to influencer or advertising codes, which are issued separately.

To take advantage of the discount, simply enter the code at checkout and save directly on your order.

We know that every dog ​​is unique – just like our products! On each product page, you'll find a detailed size chart to help you find the right size for your dog.

Important to know:
Our size charts are carefully prepared, but since every dog ​​is individually built, they can only serve as a recommendation – unfortunately, there is no 100% guarantee.

Are you unsure how to measure your dog correctly?
No problem! We've put together a detailed measuring guide for you that shows you step by step what you need to pay attention to.

If you're still unsure, feel free to send us a message – we're happy to help!

Yes , you can find us at the Dog Competence Center in:

📍 Bruckdorfer Straße 38, 93161 Sinzing

There you can view and test many of our products on site . Our experienced team will be happy to advise you – for you and your four-legged friend.

Come visit us – we look forward to seeing you and your dog!

Yes , both the inlay and the replacement cover of our beds are machine washable.

Important:

Please remove all filling before washing the bed – it is not washable . Store the filling in a box or bag in the meantime.

After washing and drying completely, you can easily refill the bed and use it as usual.

Choosing the right size dog bed is crucial for your four-legged friend to lie comfortably and feel at ease. To determine the correct size, measure your dog's length – from the tip of their nose to the base of their tail – and add approximately 20–30 cm. This will give your dog enough room to stretch out.

Guidelines for dog bed sizes: Small dogs (e.g., Chihuahua, Yorkshire Terrier): S: 80x60cm

Medium-sized dogs (e.g., Beagle, Cocker Spaniel): M: 100x80cm

Large dogs (e.g. Labrador, Golden Retriever): L: 120x100cm

Very large dogs (e.g. Great Dane, Bernese Mountain Dog): XL: 140x120cm

Important: Observe your dog's sleeping habits. Some dogs sleep curled up and need less space, while others prefer to stretch out and require more room. Also, make sure the dog bed is not only large enough but also ergonomic and supportive for joints and back. An orthopedic dog bed is particularly recommended.

Oh no, something's broken? Don't worry, we won't leave you hanging! Just send us an email to support@emmyundpepe.de and attach a few photos. That way we can get a better idea of ​​the problem and find the best solution together.

Before you send your product:
Please contact us by email beforehand and tell us exactly what needs to be repaired. Please include our repair form in your package so we can process it correctly.

Important hygiene notice:
We know our dogs love to get into all sorts of adventures – whether it's mud, puddles, or even more questionable things. To ensure our team can continue to enjoy their work, we kindly ask you to send us only clean products. If we need to clean the product first, unfortunately, a cleaning fee of €20-30 will apply.

We'll do our best to get your favorite item back in working order, but this may take up to 3 weeks.

Are you on vacation or would you prefer to receive your order later? No problem! Simply enter your request in the comment field at the end of the order or send us an email.

What is possible?
We can ship your package on your desired date, as long as it is compatible with the stated delivery time.

What is unfortunately not possible?
Unfortunately, we cannot guarantee delivery on a specific day, as delivery times depend on our shipping partners. Within Germany, the standard delivery time is 2-3 business days.

If you have any special requests, just let us know – we'll do our best to find a suitable solution!

In short: YES! Our EMMY & PEPE shop - The dog shop with a wow effect** is located in the unique dog competence center in Sinzing near Regensburg.

You'll find our complete product range on site – from stylish collars and leashes to cozy bathrobes and our high-quality orthopedic dog beds. Come by, get some advice, and discover the world of EMMY & PEPE up close!

Address: Bruckdorferstr. 38, 93161 Sinzing

Of course! Since we manufacture all our products ourselves, custom orders are naturally possible. Whether it's a harness with different buckles, a dog bed or mat in a custom size – or even your very own, self-designed collar! You can unleash your creativity in our configurators and design your desired product.

Since custom orders always involve extra work for us, we unfortunately have to charge a little more than for regular products. If your desired product isn't available in the configurator, just send us a message – we'll definitely find a solution!

Of course! We love to advise you and your dog personally – whether on-site, on the go or digitally.

Here's how you can enjoy your very own personal shopping experience:
On-site : Visit us in our own store in 93161 Sinzing and browse through our collections at your leisure.
On tour: Meet us on our roadshow – we are regularly traveling throughout Germany!
Online : Would you prefer to shop comfortably from home? No problem!

Individual consultation for you & your dog
Are you unsure which size is the perfect fit, which fabric is ideal for you, or would you simply like a personal expert opinion? Then send us a message to support@emmyundpepe.de and we'll arrange a personal video call with you. We'll take the time to answer all your questions.

We look forward to meeting you and your dog!

Oh no, no email in sight? Don't worry! Check your spam folder first – sometimes our messages hide there. If you perhaps mistyped your email address, that could be the reason.

If you can't find the confirmation anywhere, simply contact our customer service – we're happy to help! 🐾✨

It depends on how fast you are!
As long as your order is not yet in production, we can easily change or cancel it.

Just send us an email, and we'll take care of it!

Don't panic! Send us a message to customer service immediately. If your order hasn't been shipped yet, we can still change the address.

If the package is already on its way, it will unfortunately be returned to us. In this case, we will have to charge for reshipping, as the error was in the address entry.

No need to worry – we send all invoices by email. You should have received it at the same time as your shipping confirmation.
If you can no longer find the email, you can easily retrieve your invoice in your customer account under "Your Orders".

Still nothing? Then simply contact our customer service, and we'll help you!

If you have a customer account, you can easily track your order under "My Orders". There's no live tracker, but don't worry – we'll let you know as soon as your package is shipped!

Did you order as a guest? If so, shipment tracking is unfortunately not possible. If you have any questions, please contact our customer service – we're happy to help!

Don't worry – your voucher is not lost!
We switched over all our systems on April 4th, 2025 (quite a feat!), but unfortunately, the technical transfer of the gift vouchers isn't finished yet. Sounds simple, but it's actually quite tricky – and Hans, our IT hero, only has 24 hours in a day. 😅

But of course we won't let you down!

👉 Would you like to redeem your gift voucher now?
Then simply send us an email to support@emmyundpepe.de with:

your voucher code

the desired product(s)

your contact details (name, address, telephone number if applicable)

We'll take care of that for you and place the order manually. You'll then receive the order confirmation directly from us via email.

Thank you for your understanding and patience – we are happy you are here!

Yes, you can currently get a 10% discount on your order in the EMMY & PEPE online shop with the discount code "Pepe"!

It's that easy:
Add your favorite products to your shopping cart and enter the discount code "Pepe" at checkout – the discount will be automatically deducted.

Tip: It's best to also subscribe to our newsletter so you don't miss any future discounts or exclusive vouchers!

You have the right to cancel your order within 14 days without giving any reason. The cancellation period begins as soon as you or a person designated by you (other than the delivery person) has received the goods.

To exercise your right of withdrawal, you must send us a clear statement of this. It is sufficient if you send this notification before the 14-day period expires.

Refund & Return:
Once we have received your cancellation and the returned goods, we will refund the purchase price (including delivery costs, unless you chose a more expensive shipping method than our standard shipping) within 14 days. The refund will be issued via the same payment method you used for the original purchase.

Please note:
The goods must be returned to us with sufficient postage – we cannot accept collect shipments.

No right of withdrawal for personalized products:
According to § 312g para. 2 no. 1 of the German Civil Code (BGB), there is no right of withdrawal for products that have been manufactured or personalized according to your specifications. This includes, for example, custom-made dog beds or other special orders. An exchange or return is only possible if there is a defect as defined by the statutory warranty.

No problem! Here you'll find step-by-step instructions for your return.

Returns are possible within 14 days of receiving the goods.
Used, soiled, or damaged items are excluded from return.
Unfortunately, you are responsible for the return shipping costs.
A direct exchange is not possible – instead, we will refund the purchase price using the same payment method.

Please include our return form with your return so that we can process your return quickly.

If you have any questions, please contact our customer service – we're happy to help!

Unfortunately, a direct exchange is not possible. Once we have received and inspected your return, we will refund the purchase price via your chosen payment method.

Would you like a different item?
Then simply reorder it in our online shop – that's the quickest way!

Once your return has arrived with us, processing can take up to 14 days – we ask for your patience.

Once your return has been processed and refunded, you will receive a corrected invoice for your records.
The refund will be issued via the same payment method you used for your order. Depending on the payment provider, it may then take another 1–3 business days for the money to appear in your account.

Once your return has arrived with us, processing can take up to 14 days – we ask for your patience.

Once your return has been processed and refunded, you will receive a corrected invoice for your records.
The refund will be issued via the same payment method you used for your order. Depending on the payment provider, it may then take another 1–3 business days for the money to appear in your account.

You, as the customer, are responsible for the return shipping costs. You can use a shipping provider of your choice for this.

EXCEPTION:
Do you have a legitimate complaint? Then, after prior agreement, we will cover the return shipping costs within Germany.

Here's how:
Send us an email to support@emmyundpepe.de and we will send you a return shipping label.

Important: Please contact us beforehand – we cannot reimburse postage costs already incurred.

Returns from abroad must always be prepaid by the customer.

You can pay securely and conveniently with us using the following payment methods:

• Bank transfer (prepayment)
  
• PayPal (e.g. instant bank transfer, invoice or installment payment*)
  
• Credit card (Visa, MasterCard, possibly others)
  
• Klarna (e.g. instant bank transfer, invoice or installment payment*)
  

* The availability of installment payments depends on the respective provider and is subject to their terms and conditions.

We do not offer direct installment payments ourselves. However, you can use installment payments via our external payment providers PayPal or Klarna – provided they offer this option to you.

Please note: Installment payments are processed exclusively through PayPal or Klarna and are not directly affiliated with us. The decision regarding installment payments and the terms and conditions (duration, interest rate, credit check) are made directly by the respective provider.

You can find more information directly at Paypal or Klarna.