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FAQ
Product-related questions
I can't find my size in the webshop

The items displayed in our outlet are discontinued articles. The stock of these items will not be replenished. It can therefore occur that the size of your chosen item is not available anymore. In case it's not an outlet item and your size is not available anymore, pleas contact our customer service department for further assistance. 

I am in doubt about the size I should choose

If you have measured the size according to the size chart on our website, but you're still in doubt about the size to pick we advise the following: 

-If the size of the collar is in-between two sizes, always opt for the smallest size in the size chart for collars. If you opt for the larger size, a large piece of collar will be sticking out when the dog is wearing the collar

-For harnesses, always opt for the larger size if the size of your dog is in-between two sizes. If you don't manage to chose the correct size we always advise to stick to the following order for choosing the right size:

  1. chestsize
  2. necksize
  3. weight

The chest size is leading, followed by the neck size and the weight the latest.

 

Can I order personalized and tailor-made products?

Unfortunately, it's not possible to order tailor-made or personalized items with us such as collars, leashes or harnesses. However, it's possible to style our items in your own way by using accessories such as charms, pompoms and treasures. We do have dogtags that can be personalized with your dog's name and further details. For inspiration please check the following link

 

I have a complaint about a product, what should I do?

In case you're not fully satisfied with your purchase, please contact our customer service department for further assistance via [email protected]. To handle your complaint we ask you to send us the following information:

  • clear description of the complaint including photo's of the item
  • the order number 

Do you have a complaint about the item that has been purchased at a retailer? Please go to the retailer and for further assistance .

I have a question about the warranty

Have you bought an item in our webshop and do you require more information about the warranty?

In the Netherlands, there is a statutory guarantee on products. This regulation means that a product must meet the reasonable expectations you as a consumer may have of it. The duration of the statutory warranty period in the Netherlands is not fixed , that's because one product lasts longer than another. We offer a standard 1-year warranty after the date of purchase. Within this period, you are entitled to free repair or replacement of your product if it has defects that are not due to normal wear and tear, misuse or external factors.

Is the problem with the product your own fault? Then you are not entitled to free repair, a new product or a refund. Did you use the product normally but it simply wore out? Then you are not entitled to a free repair either.

How do I measure the neck circumference of my dog?

To measure the correct size for a Dog with a Mission collar, you will need a flexible measuring tape. Follow the steps below to accurately measure your dog's neck circumference:

  1. Use a flexible measuring tape: Choose a measuring tape that is flexible and can easily wrap around your dog's neck. A flexible measuring tape is ideal as it provides comfort for your dog and allows for more accurate measurements.

  2. Place the measuring tape around the neck: Wrap the measuring tape around the widest part of your dog's neck, just below the jawline. Ensure that the measuring tape is not too tight or too loose. It should fit comfortably without restricting your dog's breathing.

  3. Read the measurement: Make sure the measuring tape lies flat and read the measurement at the point where the end of the tape meets. This measurement represents your dog's neck circumference.

Important: Remember to always measure your dog's neck, even if you already have a collar. Dog with a Mission uses its own unique sizes, and measuring the old collar may result in an incorrect size selection.

  1. Check the size chart: Refer to the size chart on our website and locate your dog's neck circumference. The size chart will indicate the appropriate collar size for the measured neck circumference. Ensure that you select the correct size to ensure a perfect fit and comfort for your dog.

By following these simple steps and using a flexible measuring tape, you can determine the correct size for a Dog with a Mission collar.

Dogs with white fur

Our leather products are dyed. Colored greasy leather may be less suitable for dogs with white fur as they can sometimes stain the dog's fur a little bit, particularly if the dog gets wet or the collar gets wet. This is not toxic or dangerous and the colour comes off easily with soap and water.

Order and delivery
What's the status of my order ?

Thank you for ordering in our webshop! The day before the arrival of your package, we will send you a message with the Track & Trace number. With this Track & Trace number you can follow your package.

If the status of your order is not clear ? Please contact our customer service department at [email protected]. We are happy to help!  

I don't succeed in completing my order

In case you have put items in your shopping cart but you're unable to complete the order, please use the checklist below to see if you have completed all the steps:

  • Check if all the entry fields of the billing address have been filled
  • Check if the box of the shopping method has been ticked
  • Check if the box of the payment method has been ticked
  • Check if all the fields in the field " review your order" have been filled

If all the steps have been completed and you still don't manage to complete your order, please contact our customer service department for assistance.  

When will I receive a gift with my order ?

If you order more than €99, you will automatically receive a gift from us! 

I haven't received a track & trace code

What to do in case you haven't received a track and trace code and you are wondering if your package is on its way? 

Firstly, check if the payment of your order has been done. If the payment process has not been completed we cannot process and send your order. 

Are you in doubt if the payment as been completed or not? Or are you sure that the payment has been done, but you haven't received a track & trace code.  Please contact our customer service department, we are happy to assist. 

I have placed a double order by accident, what should I do?

Did you order twice by accident? Please contact our customer service department, we are happy to assist you. You can reach us by chat e-mail and by telephone. 

Where can I buy DWAM products?

DWAM products are available at stores in Europe as well as outside Europe. Please have a look at our Storelocator for a shop closest to you.

You can shop online at www.dogwithamission.com

Flagship Store

Our Flagship Store is in Bergen (NH), The Netherlands where our entire collection is on display! Be sure to drop by with your dog to try everything on.

The address of the shop is: Kerkstaat 7, Bergen (NH) and we are open from Tuesday to Sunday.

Tuesday - Friday: From 10.00 to 18.00

Saturday: From 10.00 to 17.00

Sunday: From 12.00 to 17.00

I forgot my password, what should I do?

Did you forget your password? On the login page you will find the link “Forgot your password?”. Click on it and enter the e-mail address where you want to receive your new password. You can now log in again. 

If it doesn’t work please contact our customer service

Can I come over with my dog to fit the collar before I order?

You are very welcome to visit our own Flagship Store in Bergen (NH) where our entire collection is on display! 

The address of the shop is: Kerkstaat 7, Bergen (NH), Netherlands and we are open from Tuesday to Sunday.

Tuesday - Friday: From 10.00 to 18.00

Saturday: From 10.00 to 17.00

Sunday: From 12.00 to 17.00

Furthermore, our brand is sold in several stores worldwide. Please check our store locator to find the nearest point of sale.

Exchange & return
Is it possible to exchange an item that I have bought in the webshop?

It's not possible to exchange an item in our webshop. You can return your purchase by using the return portal on our website. You can place a new order in our webshop.

I want to return my order, what are the conditions?

Are you not fully satisfied about the product you have ordered or do you want to order a size bigger or smaller? Use our return portal to return your item to us. Check the return conditions and go to the return portal to register your return. 

Am I obliged to use the return portal to return my order ?

It's not obligatory to use our return portal to return your order to us. However, we strongly recommend our customers to use our return portal as your return will be registered and can be traced. 

I don't manage to register my return in the return portal

In case you don't manage to register your return in the return portal, please follow the checklist below:

  • Make sure that you have used the correct order number. The ordernummer starts with the letters ORDB2C followed by 6 digits. You can find the order number on the order acknowledgement. 
  • Make sure that you use the same e-mail address that you have used for your order. 

In case you still don't succes to register your return, please check if you have placed your order longer than 30 days ago. If this is the case, it's not possible to register a return with us.  

I have purchased a DWAM item in a store (point of sale), can I also exchange it at the DWAM webshop?

No, you can only exchange this at the store where you purchased the product.

Frequently Asked Questions
What is the best way to wash my DWAM pillow or sleeping bag?

Please use a mild program, like "woolwash" on a low temperature- max 30 degrees celcius. Let the pillow dry by air.

I organize an event for a good (dog) purpose. Where can I submit a request for sponsorship?

We look forward to your proposal! Mail us at customercare@dogwithamission.com

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