Returns & Repair
Return
If you're not 100% satisfied, neither are we. How do I return something?
• Go to your customer account, select your order, and register your return there. Then send your package, with sufficient postage and packaging, to Bruckdorferstr. 38, 93161 Sinzing.
• Returns are normally processed within 7-10 working days from the day of return.
Important: For returns from Switzerland, please clearly mark the package with the word "Retoure".
repair
Each of our products is crafted with meticulous attention to detail. Should anything go wrong, you can find a repair form here.
• Send the product along with a copy of the invoice or a handwritten note (name, address, order number) to Bruckdorferstr. 38, 93161 Sinzing
• Your product will normally be processed within 10-15 working days from the day of return.
Before submitting any repair request, please send us an email to info@emmyundpepe.de and describe exactly what needs to be repaired.
Important Attention
Every dog rolls in mud or other animals' droppings at some point, but please note that for hygienic reasons and out of respect for our employees, we only process cleaned products , otherwise a cleaning fee of €20-30 will be charged.
I've sent my return... What happens now?
Your return will be processed within 10-14 business days from the date we receive it. Return delivery typically takes less than 20 business days. If you have any trouble understanding the instructions or returning your package, please contact us via email. One of our team members will answer your question as soon as possible.
Conditions summarized
A refund for the returned products will be issued to the original account. You are welcome to place a new order if you would like to receive different products. The goods must be in the same condition as when you received them. Products can only be returned within a maximum of 30 days from the date of receipt. Custom-made items cannot be returned.