Orders & Delivery
When will my order be shipped?
Orders are normally processed within 1–3 business days. Processing time may vary where stated on the product page or in exceptional circumstances. Once your order has been dispatched, you will receive a shipping confirmation.
How long does delivery take?
Delivery time is in addition to our processing time and depends on your delivery address, selected shipping method and the carrier’s service level. Any delivery estimates are indicative unless a specific delivery date has been expressly agreed.
Where is my order?
Once your order has been dispatched, you will normally receive tracking information by email and/or SMS, where available for your chosen delivery method. Please check your spam folder and make sure the contact details entered at checkout are correct. If you still need assistance, please contact us with your order number.
Do you ship outside Norway?
We currently ship within Norway only. For customers in the Nordic countries, our selected range is available through our sister site, pataljanis.com.
Can I change or cancel my order?
Please contact us as soon as possible, including your order number and the requested change. We will always do our best to help; however, changes or cancellations cannot be guaranteed once an order has been processed, dispatched or handed to the carrier.
What should I do if my order arrives damaged or incorrect?
Please contact us as soon as possible with your order number, a brief description of the issue and clear photos of the parcel and item where relevant. If available, please also include your tracking number. We will review the matter and help find the appropriate solution.
What happens if I do not collect my parcel?
Please collect your parcel within the collection deadline provided by the carrier. Uncollected parcels may be returned to us and are not automatically treated as a cancellation or use of the right of withdrawal.
If a parcel is returned to us, we will contact you to discuss the available options. Where permitted by law, actual documented costs for return shipping and any new delivery may apply.
Can my order arrive in more than one parcel?
In some cases, items from the same order may be dispatched separately due to product availability, size, weight or delivery requirements.
Where an order is split due to circumstances on our side, you will normally not be charged additional shipping costs.
Returns
Can I return an item?
If you are shopping as a consumer online, you normally have a statutory right of withdrawal for 14 days from the day you receive your order. To exercise this right, please notify us clearly before the withdrawal period expires, then return the item within 14 days of sending your notice.
In addition, we offer a voluntary 30-day return or exchange service for unused items in saleable condition. Return costs are normally paid by the customer, unless the return concerns an approved complaint or we have agreed otherwise.
Can I return opened grooming products?
Some grooming and care products are supplied with a hygiene seal. Where a genuine hygiene seal has been broken, the right of withdrawal may no longer apply for hygiene reasons.
For products without a hygiene seal, opening or use may affect the condition and value of the item. For our voluntary 30-day return service, products must be unused, saleable and, where applicable, have an unbroken hygiene seal. If you are unsure, please contact us before returning the item.
Choosing the Right Care
Which products are right for my dog?
Every dog’s needs are different. Our product finder will help guide you towards suitable care based on coat type, skin needs, age and grooming routine. You can also explore our collections by need for a more tailored starting point.
My dog has sensitive skin — what should I choose?
Explore our Sensitive Skin collection for carefully selected products designed for gentle care. Always read the individual product description and ingredient information before use, particularly if your dog has known sensitivities.
Are your products suitable for puppies?
Many products in our range are suitable for puppies, but suitability varies by product and age. Please refer to the individual product description and manufacturer guidance before use.
My dog has allergies or a skin condition — can you recommend a product?
We are happy to help you navigate our range; however, we cannot provide veterinary advice or diagnose skin conditions. If your dog has known allergies, ongoing skin concerns or discomfort, we recommend consulting a veterinarian before introducing new products. Please also chek out our products INCI.
Can I use human shampoo on my dog?
We recommend using products formulated specifically for dogs. Human shampoos are designed for human skin and may not be suitable for a dog’s skin and coat. A dog-specific shampoo is the best starting point for gentle, appropriate care.
Products & Stock
Will a sold-out product be back in stock?
Many of our most-loved products are restocked regularly, while some may be seasonal or available in limited quantities. Where available, select the back-in-stock notification on the product page to be the first to know when an item returns.
How do i dilute a shampoo?
Dilution ratios vary between products and are always product-specific. Please follow the instructions on the product label or product page, and use a suitable mixing bottle for accurate dilution. If no dilution guidance is provided, use the product as directed by the manufacturer.
Do I have to use conditioner?
Conditioner is not always essential, but it can make a meaningful difference to coat condition, manageability and grooming results. A suitable conditioner helps replenish moisture after cleansing, supports easier brushing and can reduce friction in the coat.
Choose according to your dog’s coat type, skin needs and grooming routine, and always follow the individual product instructions.