Which payment methods do you accept?

You can pay quickly and securely via:

Credit cards; Visa, Mastercard, Maestro, American Express
Union Pay
Shop Pay
Apple Pay
Google Pay

Is the payment not successful? Contact us and we will help you further!

Can I also pay afterwards?

Post-payment is not possible at Pet-à-Porter. We want you to really buy something if you have the budget for it. We would not like to be the cause of money problems. You can pay by credit card and this will of course be debited from your account later.

What can I do if my payment has failed?

There may be several reasons for why payment for an order has failed. Please reach out to our Customer Experience team by emailing and we will help you.

How do I redeem a discount code or gift voucher?

You can enter a discount code or gift voucher at checkout in the field 'discount code or gift card'.

Do you offer any discounts or promotions?

All discounts/promotions are announced via our social channels and newsletter. Please subscribe to our newsletter if you haven't already so that you can be kept up to date and receive subscriber exclusive deals.

Is it possible to receive an invoice of my order?

If you wish to receive an invoice, please contact our Customer Experience team at so we can send it to you. If you purchased an item in store of which you would like an invoice; please send us a copy of your proof of purchase and the billing address so we can create an invoice of your purchase.

Where is your boutique located and what are your opening hours?

Our boutique is located at;

Schrijnwerkersstraat 19
2000 Antwerp, Belgium

Mon - Fri, 11 am - 6 pm
Saturday, 10 am - 6 pm
Sunday (only first of the month), 11 am - 5 pm


Can I cancel my order?

Unfortunately we start processing your order as soon as it's placed. We are unable to change or cancel orders once they are made. if you made an error at checkout, please reach out to

Can I have my order delivered to a different address?

Certainly! This is possible during checkout. You can choose to enter a different delivery address than the billing address. Handy when you are not at home or of course to send someone a gift!

My order was delivered damaged or there is an issue, what should I do?

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Please always make pictures of;
- the outside of the parcel/box
- the inside of the parcel/box
- the material protecting the product
- the damaged product
and send these to us please.

I think my package is lost, what do I do?

We always strive to provide the best possible service. In case your package was lost or you received it damaged, reach out to the shipping carrier that your parcel was sent with. They always have more in-depth information about the whereabouts of your parcel. Otherwise please reach out to so we can help you as soon as possible.

Why am I not able to order a certain product because of my shipping region?

Unfortunately some items cannot be shipped to every region; this mainly concerns perishable goods such as food and treats. Please refer to the “Shipping Restrictions” section on our Shipping Policy page for more information.

I did not pick up my order in time from the parcel shop, what do I do?

If you were not able to pick up your order from the parcel shop in time (where it was brought after a failed delivery attempt), your order will be shipped back to us.

Please get in contact with us to rearrange shipping for your parcel. The customer will be held responsible for any original, return or re-delivery charges. 

Pet-à-Porter is not responsible for failure or delay of delivery for reasons outside our reasonable control.


What are the shipping costs?

The shipping costs depend on the country to which the package must be sent. When checking out you will get an accurate price of the shipping costs once you have filled in your shipping address.

Can I track my order?

Yes, after your order has been shipped you will receive an e-mail with a track & trace code. You can follow your order via this track & trace.

Within what period will my order be shipped?

We aim to ship everything within 24 hours (except for the weekends and public holidays) after receipt of your order. If you have ordered personalised items such as ID tags that need to be engraved or a Vegan Leather Collar personalised with an initial, it may take up to 24-48 hours for your order to ship.

Within what period will my order be delivered?

How long the shipment will take depends on where you are located. If you are located in Belgium, shipments usually take 2-3 days. For The Netherlands and Luxembourg it usually takes 3-4 days. For the rest of the EU it usually takes 5-8 days. 

Keep an eye on the tracking link that you have received via e-mail for an estimate. You can also always contact the shipping carrier for more information.

Do you ship internationally?

Yes, we ship worldwide. Is your destination country not available for shipping? Please send us an e-mail at and we will see what we can do for you!

Do I have to pay duties and taxes for international orders?

We are based in Belgium, Europe. Therefore are orders shipped outside of the EU might be subject to import duties and taxes, which are issued once the package reaches your country. Customs policies vary from country to country, so you should contact your local customs office for further information.


How do I make a return?

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. Please note; we don't do cash-back refunds. All returns will be refunded in the form of a voucher with store credit.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Returns that do not meet our policy will be sent back to you and will not be exchanged for store credit.

Please note that personalised items are not eligible for return such as our dog tags and our vegan leather collars personalised with your dogs initial. You can however exchange your vegan leather collar for a collar in in a different size but in the same colour as the collar you orginally ordered.

To start a return, you can contact us at Please include your order details and pictures of the unopened goods. If your return is accepted, we’ll email you right away with instructions where to send your package. Items sent back to us without first requesting a return will not be accepted.

* Please note that returns are on the customer's expense and risk.

You can always contact us for any return question at

How can I exchange my product?

The fastest way is to return the item you have to us (online orders), and once the return is accepted, we will exchange your item in our system internally and then ship it back to you at our cost.

In store purchases are exchanged immediately.

Are there items that are not eligible for return?

Certain types of items cannot be returned, like perishable goods (such as food, treats), custom products (such as special orders or personalized items), and personal care goods (such as care products). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

How long do I have to return/exchange my item?

We have a 14-day return policy, which means you have 14 days after your order was deliverd to request a return. Purchased made in store have a 14-day return policy starting from the day of purchase.

Please note; we don't do cash-back refunds. All returns will be refunded in the form of a voucher with store credit.

Are there any costs associated with returns?

The shipping costs for the return shipment are for the account of the customer. We do not accept responsibility for your package until it has been delivered to our warehouse and therefore recommend that you use a reliable carrier who will provide you with a tracking number and insurance. 

If you are exchanging an item, we will then cover the shipping costs to re-ship the item to you.

How long does it take for my return to be processed?

We will notify you once we’ve received and inspected your return, and let you know if the return was approved or not. If approved, you’ll receive a voucher with store credit that you can then use to spend in our store or online on our webshop at a later time (no expiration date). Please note; we don't do cash-back refunds.

Returns in store are done immediately.

Can't find what you're looking for?

Send us an email to tell us what's up and someone from our Customer Service team will get back to you as soon as possible. Be sure to include your order number (if you have one).

Please email us at

Our Customer Service team is also available Tuesday - Friday from 11 AM - 17:00 PM (excluding weekends and EU holidays).