Refund policy

Returns

If for any reason you’re not happy with your order, you can return unused and unopened products within 14 days of delivery, in line with Dutch consumer law.

To start a return, please email us at woof@twoandahalftails.nl with your order number and reason for return.

Please note:

  • Products must be returned in their original condition and packaging

  • Return shipping costs are the responsibility of the customer, unless the item is faulty or incorrect

  • Once we receive and inspect the return, refunds will be processed within 5–7 business days

Due to hygiene reasons, certain items (such as used toys or opened grooming products) may not be eligible for return.

Lost or Delayed Parcels

We ship all orders within the Netherlands using MyParcel, with trusted carriers such as PostNL, and every shipment includes a Track & Trace code.

If your parcel appears delayed:

  • Please first check the Track & Trace link sent to you via email

  • Most delays resolve within 1–2 additional working days

If your parcel is marked as delivered but you haven’t received it, or if it appears lost in transit, please contact us within 7 days of the expected delivery date.

We will:

  • Open an investigation with the carrier via MyParcel

  • Keep you updated throughout the process

If the parcel is confirmed lost, we’ll offer a replacement or refund, depending on product availability.

Damaged Items

If your order arrives damaged, please email us within 48 hours of delivery with:

  • Your order number

  • Clear photos of the damaged item and packaging

We’ll make it right as quickly as possible.

Need Help?

If you have any questions about returns or deliveries, we’re always happy to help.
Email us at woof@twoandahalftails.nl and we’ll take it from there.