Frequently Asked Questions (FAQ)
📦 Delivery & Shipping
Which countries do you deliver to?
We deliver to mainland France, several European countries (Germany, Belgium, Spain, Italy, Portugal), the United Kingdom, and the Overseas Departments and Territories (La Réunion, Mayotte, Guadeloupe, and 8 other territories).
Where are the products shipped from?
Our products are shipped from our European partner warehouses located in France, Spain, and the Netherlands, allowing us to optimize delivery times.
What are the delivery times?
Delivery times vary depending on your destination and the chosen shipping method:
- France: Express (1-2 days) or Standard (2-4 days)
- European Union: Express International (1-3 days) or Standard International (2-8 days)
- United Kingdom: Express International (1-3 days) or Standard International (2-8 days)
- Overseas Departments and Territories (DOM-TOM): up to 20 business days
Orders are processed within 1 to 6 business days after payment confirmation.
What are the shipping costs?
Shipping costs are automatically calculated at checkout based on weight, volume, and destination. We regularly offer free shipping on orders over €49.00.
How do I track my order?
You will receive a confirmation email with a tracking number as soon as your order is shipped. You can track your package in real time via the provided link or from your customer account.
↩️ Returns & Refunds
Can I return a product?
Yes! You have 30 days to return a product that does not suit you, in its original packaging and in perfect condition. See our refund policy for more details.
How to make a return?
You must contact us in advance at contact@calinerie.fr with your order number and the reason for the return. We will send you a specific return address and a return authorization number (RMA). Items returned without prior request will not be accepted.
When will I be refunded?
Refunds are processed within 10 to 14 business days after receipt and inspection of the returned product.
Are return shipping costs my responsibility?
Yes, except in cases of defective, damaged products, or errors on our part. In such cases, we cover the return shipping costs and you receive a full refund (including delivery fees).
Can I exchange a product?
We do not do direct exchanges. To get another product, please return the original item and place a new order.
🛍️ Order & Payment
What payment methods do you accept?
We accept credit cards (Visa, Mastercard, American Express), PayPal, Apple Pay, Google Pay, and Shop Pay. All payments are secured via Shopify Payments.
Is my banking data secure?
Absolutely! We use the secure Shopify Payments system. Your banking data is encrypted and we never store it.
Can I modify or cancel my order?
Contact us quickly at contact@calinerie.fr or (+33) 065-911-339. If the order hasn’t been shipped yet, we can modify or cancel it.
I haven’t received my confirmation email?
Check your spam/junk mail folder. If you don’t find anything, contact us with your email address and we will check your order.
🎁 Loyalty Program - Cuddle Club
How does the loyalty program work?
Each purchase earns you Cuddles (loyalty points) that you can redeem for discounts on your future orders. See the Cuddle Club page for more details.
How do I earn Cuddles?
You earn Cuddles by making purchases, referring friends, and during your companion’s Birthday Bash!
How do I use my Cuddles?
Log in to your customer account, access your Rewards, and exchange your Cuddles for discount codes to use on your next order.
🐾 Products & Advice
Are your products suitable for all dog breeds?
Most of our products are suitable for all breeds. Sizes and specifics are indicated on each product page. If in doubt, contact us!
Are the products premium quality?
Yes! We carefully select our products for their quality, durability, and your companions' comfort. Many are tested and approved by our own Golden Retrievers.
Do you offer products made in France?
Yes, we work with French manufacturers and highlight local products whenever possible. Feel free to contact us if you are a French manufacturer!
How to choose the right size for my dog?
Each product page includes a size guide. If in doubt, measure your dog according to our instructions or contact us for personalized advice.
📱 Customer Account & Data
Do I need to create an account to order?
No, you can order as a guest. However, creating an account allows you to track your orders, accumulate Câlins, and enjoy the Club Câlinerie loyalty program.
How to create an account?
Click on "Account" at the top of the page and follow the instructions. You can also create an account during your first order.
Are my personal data protected?
Yes, we comply with GDPR and protect your data. See our privacy policy for more information.
💬 Contact & Support
How to contact us?
By email at contact@calinerie.fr or by phone at (+33) 065-911-339. We respond within 24-48 hours (business days). You can also follow us on Instagram, Facebook, and TikTok.
Didn't find the answer to your question?
No worries! Contact us at contact@calinerie.fr or at (+33) 065-911-339, we will be happy to help you. 🐕💝