Frequently Asked Questions | Bob & Scottie Customer Service

CONTACT

How can I get in touch?

You can reach us via info@bobandscottie.com. Please note: our customer service is available on business days and closed on weekends and public holidays.

PLACE ORDER

Are all products on the website in stock?

All products from our current collection are displayed online. Availability depends on our stock. Items that are temporarily unavailable are clearly stated on the product page. In the event of a stock error, you will be informed by email and receive a refund of the purchase price of the item in question. No discount or other compensation will be provided for this.

What happens if an item is out of stock?

If an item or size is unavailable, this will be indicated on the product page. Should an error occur in the stock records, you will be informed by email and receive a refund. Items will be restocked whenever possible.

Can I cancel my order?

Because we process your order as quickly as possible, unfortunately, cancellation after placing it is not possible. Please contact us immediately in case of errors; we do our best to help, but cannot provide any guarantees after processing.

Will I receive a confirmation or invoice?

After placing your order, you will receive a confirmation by email. This contains your order number and all details. Please also check your spam folder.

Can I use a discount code?

Discount codes can be applied at checkout. We cannot apply discounts retroactively. If you experience any problems, please contact us at info@bobandscottie.com.

DISPATCH

Where do you deliver?

We ship worldwide. Orders are shipped from our warehouse in the Netherlands.

How long does shipping take?

Orders are processed within 1–2 business days.

Delivery time:
Netherlands: 1–2 working days
Europe: 2–5 working days
Outside Europe: 5–14 working days

All delivery times are indicative and may vary.

What are the shipping costs?

Shipping costs are calculated automatically at checkout.

Are there any additional costs such as customs or import duties?

For orders outside the EU, local authorities or courier services may charge additional costs, such as import duties or VAT. These costs are the responsibility of the customer. Bob & Scottie has no influence on these processes.

What if I provided a wrong address?

You are responsible for correctly entering your shipping address. We cannot guarantee changes after placing an order. Personalized or already shipped products cannot be replaced.

What if my order is delayed?

Keep a close eye on your track & trace. If the order is still within the expected delivery time, we cannot start an investigation. Only contact us if the delivery time has clearly been exceeded.

RETURN

How do I return an order?

Not satisfied? Register your return within 14 days of receipt via returns@bobandscottie.com. After approval, you have 7 days to return the product. Returns must comply with our return policy.

What is your return policy?

All products must be returned unused, undamaged, and in their original condition (with labels and packaging). Returns can be registered within 14 days of receipt.

How long does it take to process a return?

After receipt in our warehouse, processing can take up to 7 working days. You will receive a confirmation by email upon approval.

What are the costs for returning items?

Shipping costs and any import duties are the responsibility of the customer and will not be refunded. Measure your dog carefully before ordering to avoid extra costs. In doubt? Feel free to contact us for advice.