Where are our collections made?

Our collections are made in our workshops and in close collaboration with our suppliers, mainly in Eastern France, in Alsace, and in the Vosges.

Do you have a size guide?

Yes, it is available on each product sheet.

Will out-of-stock items be restocked?

We produce new products every week and replenish our stocks. However, we do not carry large stocks as our policy is to avoid overproduction.

When a product is permanently discontinued, we remove it from sale and from our site.

I would like to buy an article, which is no longer in stock

Don't panic, the item will be back soon. Just create an alert on the product page by entering your e-mail address and the size of the product. You will be informed as soon as the item is available again.

Can I change/cancel my order ?

Your order will be shipped within 24H to 72H (except weekends). If you wish to change your order, please inform us (e-mail: info@french-caramelle.com) within 12H after placing your order so that we can help you!

I have not received my order, is this normal?

First of all, check that your order has been registered. You should have received a confirmation email. Remember to check your junk mail too!

Also, check that the item is not on pre-order. Our orders are sent when they are complete.

What are the delivery times?

We usually prepare your order within 15 working days when it is a pre-order accessory.

As you know, at Caramelle we do our best to manufacture what is needed and no more because we try to prevent overproduction. 😊

Delivery times are usually 3-5 days within Germany and the rest of Europe and about 10 days for other destinations.

When your order is ready and shipped, you will receive an e-mail with a tracking number, which will allow you to follow its progress.

What are the delivery costs?

1) Delivery costs for all our accessories (except for suitcase basket).

For all deliveries over 95€, we deliver for free in zone 1.

For deliveries of 95€ or less or to other zones, our delivery charges are as follows:

Zone 1: Germany, Belgium, Denmark, France, Germany, Luxembourg, Monaco, Netherlands, Austria, Poland, Czech Republic.

Zone 2: Liechtenstein, Switzerland, Cyprus, Croatia, Estonia, Finland, Gibraltar, Great Britain, Greece, Guernsey, Isle of Man, Hungary, Italy, Ireland, Jersey, Latvia, Malta, Portugal, Romania, San Marino, Slovakia, Slovenia, Spain, Sweden, Vatican.

Rest of the world

2) Shipping costs for the suitcase basket.

Zone 1: Germany, Belgium, Denmark, France, Germany, Luxembourg, Monaco, Netherlands, Austria, Poland, Czech Republic.

Zone 2: Liechtenstein, Switzerland, Cyprus, Croatia, Estonia, Finland, Gibraltar, Great Britain, Greece, Guernsey, Isle of Man, Hungary, Italy, Ireland, Jersey, Latvia, Malta, Portugal, Romania, San Marino, Slovakia, Slovenia, Spain, Sweden, Vatican.

Rest of the world

What payment methods are accepted?

We accept the following payment methods: Credit card, Visa, MasterCard, American Express.

How can I return a product? Don't like the colour? Too small or too big for your dog?

You have 14 days from receipt of the order to inform us if you want a refund. After this period, it will no longer be possible for you to receive a refund.

To make a return, just click here.

In what cases will a return and refund not be accepted?

In order to be returned, your item must be unused and in the condition in which you received it. It must also be in its original packaging or in a package that protects it properly. We will provide you with a return label. 

Refunds

Once we have received and inspected your return, we will send you a confirmation e-mail.

If approved, your refund will be processed and your credit card or original payment method will be credited automatically. The amount refunded will be the amount of the order minus the return postage.

The return shipping costs are the same as the shipping costs. If you have not paid shipping costs, the return shipping costs will be €5.95.

We will refund you promptly and usually within 14 days after receipt of the returned goods.

How do I create my customer account?

You can create your customer account by clicking on "create an account".

By creating an account, you can view your order history and store all your personal information for future orders.

Forgot your password?

It happens! No problem!

You can update your password directly under the "login" tab on our website. You will receive an email inviting you to change your password.

Haven't found the answer to your question?

We are at your disposal from Monday to Friday at info@french-caramelle.com