Frequently asked questions
Delivery & Shipping
After receiving your order, we need 1-2 working days to send your package. We ship our products with the shipping service provider DHL. With shipment tracking, you can easily track your parcel and know when it arrives.
As soon as we have shipped your goods, you will receive an e-mail with the shipment number and a tracking link.
We ship free of charge within Germany & Austria from €29. Shipping costs under €29 are €4.90 to Germany and €6.90 to Austria. For all other countries we offer you a price overview.
Of course we also deliver to packing stations. Please note the correct addressing. For deliveries to Packstations, we require the name, postal number and Packstation number as well as the zip code and town of the Packstation.
Payment & Invoice
We offer payment via credit card, Klarna, Google Pay, Apple Pay, Giropay, Sofort-Banking and Paypal.
You can enter the discount code in the appropriate field in the shopping cart during the order process. When entering the voucher, please pay particular attention to upper and lower case and make sure that you do not enter any superfluous spaces. Only one voucher code can be entered per order. Please also note that it is not possible to offset discounts retrospectively.
We will send the invoice digitally as a PDF to your registered e-mail address. To avoid paper waste, no invoice is enclosed with the parcel.
Returns & exchanges
Of course, you can return items to us within 14 days as long as all labels are still attached and the item is in its original condition. The customer bears the costs for the return shipment.
Please note:
- Dirty, worn products cannot be exchanged.
- Please send the package with a tracking number and insured for your own safety.
- We accept no responsibility for lost parcels without insurance or tracking number.
If you want to exchange a product, you can reorder the product in the new version and return the other product.
Please note: Every shipment causes costs, packaging waste and harms the environment. Therefore, please check our dimensions and measuring instructions. Together we can save resources and reduce returns.
Oh no, we’re sorry about that! Even though we always work carefully, something like this can unfortunately happen in rare cases. Please just send us a short e-mail with your order number and a description of the problem. You will immediately receive a free return label from us, which you can use to return the wrong product. Of course, we will then send you the correct product as soon as possible.
We will cover the costs for outbound shipping for orders over €29. You bear the return costs yourself.
To avoid unnecessary returns, please use our size guide or contact our customer service team – we will be happy to help you find the right size or the right product.
Further questions
A dog can’t choose his own harness or collar, so we have to help him. The right size of harness or collar prevents strain and helps your dog to reach its full potential.
You can find measuring instructions here.
No, we do not offer custom-made products. Our products are pre-produced – the materials used are purchased in large quantities (several hundred meters) and processed directly into finished products with a lot of love.
We then offer them to you as they are.
But: We are always happy to receive your suggestions and ideas – maybe your inspiration will flow into a future collection!
Do you run a specialist store or online store for high-quality dog accessories and would like to list our products? Then you can find more information in our B2B retailer portal: b2b.heylana.de
You can find product-specific care instructions on each product page under Care instructions.