Yes, within Germany, we'll cover your shipping costs above a certain order value!

• Deliveries within Germany: For orders over €49, shipping is completely free for you.

The exact costs for international deliveries or orders below the free shipping threshold will be shown transparently at checkout once you have entered your address.

The cost of a return is not covered by a flat rate, but depends on various factors (such as the shipping service provider or the package weight).

Here's how to find out the exact costs:
You can determine the applicable return shipping costs directly in our returns portal. After entering your order details, you will be shown which options are available for your return.

You can easily access the returns portal via our central Help Center:

To the Help Center & Returns Portal

Note: Please note that for products such as dog food or grooming products, the goods must be unopened and originally sealed for hygiene reasons to be eligible for a refund.

We strive for lightning-fast shipping so that your order reaches you and your four-legged friend as quickly as possible.

• Within Germany: Delivery usually takes place very quickly within 1 to 2 working days.
• International Shipping: Delivery times for international orders vary depending on the destination country.
• Individual Calculation: The exact delivery time for your order will be displayed precisely at checkout immediately after entering your shipping address.

A detailed overview of all countries and their corresponding shipping times can also be found here:

To the international shipping conditions

Your invoice will be generated automatically and provided to you in two ways:

• Via email: You will find your invoice attached to your order confirmation email.
• In your customer account: Simply log in to your account. Under the menu item "My Invoices", you can view and download all documents at any time.

Yes, as long as your order has not yet been processed, we will be happy to help you!

However, since we have a very fast processing time, speed is of the essence here. Once an order has entered the shipping process, we can unfortunately no longer make any changes.

• Changes & Cancellations: Only possible before processing is complete.
• Already shipped: If your package is already on its way, you can easily return it within our return period.

Important Links:

• To the Returns Portal
• To the Refund Policy

Tip for quick help:
For change requests, it's best to directly use one of the contact options in our Support Center. Be sure to include your order number in the subject line so our team can react immediately before the package leaves our warehouse!

We are very sorry! Even though we check every order with great care, mistakes can happen or transport damage can occur. However, we guarantee to find a quick solution for you.

Here's how to proceed:

Contact support: Contact our team directly via our Support Center.

Provide order number: Write your order number directly in the subject line so we can immediately assign your data.

Document damage: Please send us meaningful pictures of the damage or the incorrectly delivered item.

Receive solution: Our support team will immediately review your case and arrange for a free replacement delivery or a refund, as desired.

Important: Please keep the damaged goods and the original packaging until we have concluded the case with you.

For questions about your order, our products, or other concerns, our team will be happy to help you. All available contact options can be found bundled in one place:

Click here for the Cotonluv Help Center

Tip: If you are contacting us about an existing order, please provide your order number directly. This way, we can help you as quickly as possible!

Your security is our top priority. Since our shop is based on the Shopify platform, you benefit from bank-level security standards:

• PCI Compliance: Our shop is PCI-DSS Level 1 certified. This is the world's highest security standard for processing credit card and payment data.
• SSL Encryption: All data is transmitted via a secure 256-bit SSL connection – recognizable by the padlock symbol in your browser's address bar.
• Secure Payment Processing: Your sensitive payment data is processed directly via the certified interfaces of the payment providers and is never stored on our own servers.

So you can fully concentrate on your shopping experience – we'll take care of the rest.

Yes, absolutely! We are happy to support industry professionals as well as creators and loyal customers who wish to recommend our products.

For B2B (Grooming Salons, Breeders & Retailers):

We offer special conditions and products tailored precisely to professional needs:

• Exclusive Discounts: Special conditions for commercial customers such as salons and breeders.
• Professional Sizes: We carry bulk packaging (e.g., 17kg food bags, care products in canisters) as well as professional salon equipment.
• Backlink Partnership: Use our ready-made HTML codes for your website. We are also happy to link our partners in return on our partner page.

Individual Cashback Program (Win-Win):

We offer attractive opportunities for anyone who recommends Cotonluv:

• For the referred person: Your friends or customers receive an attractive discount on their order.
• For you: You receive a cashback as a thank you, based on the shopping cart value of the customers you referred.

How to become a partner:

For all inquiries regarding partnerships, B2B conditions, or our cashback system, simply contact us via our Help Center.

• To the Help Center / Contact
• Information about Partners & Collaborations

Tip: When making your inquiry, please briefly mention whether you are starting as a salon, breeder, or creator so we can set up your individual program directly!

Unfortunately, direct purchase on account is not currently possible.

However, we offer a variety of secure and convenient payment alternatives, including:

• Credit Cards
• PayPal
• Apple Pay & Google Pay
• Sofortüberweisung
• Klarna
• and more...

We want to make your shopping experience as pleasant as possible, which is why we offer a wide range of secure payment methods:

• Credit & Debit Cards: Visa, Mastercard, American Express, and Maestro.
• PayPal: Pay quickly and securely with buyer protection.
• Klarna: Choose between Pay Now, Pay Later, or Slice It (depending on availability in your country).
• Express Payments: For an extra fast checkout, we offer Apple Pay, Google Pay, and Shop Pay.
• Other Options: Depending on your region, local providers such as SOFORT Überweisung or UnionPay may also be available.

All payments are processed via securely encrypted connections, so your data is protected at all times.

Info: The options available to you will be automatically displayed at checkout once you have entered your shipping address.

At Cotonluv, we offer a diverse range of products for dogs. As we collaborate with various specialized manufacturers, production locations vary depending on the product group.

• Highest Quality Standards: When selecting our partners, we pay close attention to quality and safety. For example, our dog food is exclusively produced in Europe.
• Product-Specific Details: As transparency is important to us, you can find more detailed information directly on the product page under the tab "Notes > Product Safety".
• Central Overview: A detailed list and further information on our safety standards can also be found on our special information page:

Information on Product Safety at Cotonluv

If you are not satisfied with your order, you can easily return items to us. We have digitized the entire process for you:

1. Use the Returns Portal: Go to our Help Center. There you will find the direct link to our Returns Portal.
2. Create a label: In the portal, you can request your return label and print it directly or use it digitally.
3. Check conditions: Before returning, you can also review all applicable return conditions and deadlines there.

Click here for the Help Center & Returns Portal

Important: Please pack the goods in their original packaging if possible to avoid transport damage. Once your return has arrived and been checked, the refund will be made via your chosen payment method.

At Cotonluv, you have a 14-day return policy. This period begins on the day you received the goods.

Please note the following conditions for a successful return:

• Condition of goods: Items must be in their original condition.
• Dog food & grooming products: For hygiene and health reasons, products such as dog food, supplements, or grooming products can only be returned if they are originally sealed and unopened.
• Exclusion: Already opened food items or used hygiene articles are excluded from returns.

You can find all detailed information and legal notices in our complete policy:

To the Return Policy

We process returns as quickly as possible. As soon as your return has arrived at our warehouse and has been successfully checked (e.g. for intact seals on feed), we will initiate the refund.

• Processing time: Typically, the inspection and processing of your return takes 3 to 5 business days after receipt of the goods.
• Payment receipt: After we have initiated the refund, the credit depends on your chosen payment provider. Usually, you will have the money back in your account within 1 to 3 business days.
• Payment method: The refund will always be made via the original payment method you used for the order.

Tip: You will receive an automatic email confirmation from us as soon as your refund has been successfully processed!

Cotonluv is out and about internationally for you and your dog! We are constantly expanding our delivery area to make our products accessible worldwide.

We currently deliver to the following regions:

• Germany (with particularly fast delivery times)
• Numerous European countries (including Austria, Belgium, Netherlands, France, Poland, and many more)
• International (many other countries worldwide)

The complete and up-to-date list of all countries we deliver to, as well as the respective shipping costs, can be found on our information page:

Overview of Delivery Countries & Shipping Conditions

Tip: Simply enter your address in the shopping cart – the system will immediately show you if we deliver to your country and what shipping options are available to you.

Since we ship internationally and offer products in very different sizes and weight categories (from small grooming products to 17kg bags of food), shipping costs are calculated individually.

• Calculation at Checkout: The exact shipping costs for your order will be automatically displayed at checkout once you have entered your delivery address. This takes into account the weight of your package and the destination country.
• Overview for Guidance: To give you an idea of the costs in advance, we have created a detailed overview for all countries:

Click here for the shipping cost overview

Tip: Pay attention to our current promotions in the shop - for many regions, we offer free shipping above a certain order value!

We know that you and your furry friend are eagerly awaiting your package! Once your order leaves our warehouse, you'll have full transparency:

• Tracking: You can check the current status of your delivery at any time via our central tracking page.
• The fastest way: You'll find a direct link to tracking in our Help Center.
• Shipping confirmation: In addition, we'll send you an email with your personal tracking number and a link to track your shipment as soon as the package has been handed over to the shipping service provider.

Click here for the Help Center & tracking

Don't worry, this can often be cleared up quickly. Please check the following points first:

• Neighbourhood & Drop-off location: Please check if the parcel was left with a neighbour or at an agreed drop-off location.
• Notification card: Check your letterbox for a notification card from the shipping service provider.
• Shipment details: Check the tracking information to see if a photo or the recipient's name is stored there.

The parcel is still missing?
If you cannot find your shipment despite a positive delivery notification, please contact us immediately. We will initiate an investigation with the shipping service provider for you.

Click here to go to the Help Center (Contact)

Important: Please contact us via one of the options in our Help Center and be sure to provide your order number. This way, we can immediately investigate the case and find a solution together!