Common queries answered
Frequently asked questions
We dispatch items the same day if received before 2:30pm, otherwise the next working day.
If you live in Lisbon your order may be received on the same day.
Portugal and Spain deliveries are typically received within 48 business hours.
Other EU regions are typically received within 5 business days. Often sooner!
You can both return or exchange a product within 30 days.
We even cover the cost of shipping if you change your mind for customers in Spain and Portugal.
Reach out to our customer service team on the form adjacent and request a refund. They will provide you with a shipping label and inform you of any costs which will be deducted from any amount owed.
You can view the full policy here.
You can update your billing and shipping address at any time by logging into your account using the email address and password you created when you first signed up.
If you need to make an urgent change to an address regarding a new order you’ve made, respond to the email you receive containing your order confirmation details. It’s important to do this before you receive the second email confirming dispatch.
We will always do our best to resolve any issues with your shipping details but it’s important to enter them correctly to ensure your package doesn’t end up with a neighbour!
You can easily track your parcel by logging into your account, clicking the track parcel link at the top of every page, or using the link sent to you via email.
Additionally reach out to customer services who will give you a quick update.
We will aways do our best to amend incorrect shipping addresses on current orders but be aware that we tend to ship all items within 24 business hours.
After the item has been shipped, we will contact the shipping company to facilitate changing the final destination but this might not always be possible.
Its important you check your confirmation email and the address carefully to ensure you receive your items on time.
We ship to 30 countries acrosss the EU and UK. You can view full details on the shipping page:
It’s very rare that more than one shipment will be sent per order, but this might happen if an item ordered is on backorder and we’re waiting to ship it to you.
We are a Portuguese registered business based in Lisbon, Portugal.
Our team are British and we typically work in English and Portuguese languages.
Our products are sourced from across the EU, many local from Lisbon
Our owned-brands (DB), accessories for example are designed, made and stored in Portugal.
Our office is based in Idea Spaces, Lisbon and our warehouse is nearby in Sao Sebastião, Lisbon.
Currently there is no store for customers to visit, and our office and warehouse locations are for staff, and partners by appointment only.
We are exploring retail locations and even a dog café. Subscribe to our newsletter to stay up to date with these plans.