No problem, we can easily help you with this. Send an email to customercare@dogwithamission.com with your email address and details, and you'll receive an email from us. From this email, you can reset your password and start using your account right away!

Did you receive a broken or wrong item?
You can contact our customer service at customercare@dogwithamission.com. We would like to receive a picture and your order number so we can help you as soon as possible.

Is the product broken within the warranty period?
At Dog with a Mission we have a warranty period of one year. If your product broke within this period, please send an email to customercare@dogwithamission.com. We would like to receive a picture and an order number so we can help you as soon as possible.

Are you dissatisfied or did your product break down outside the warranty period?
You can always send an email to customercare@dogwithamission.com. Our customer service will look at the possibilities with you. Do not forget to include a picture of the product and your order number.

We are happy that you want to place an order! Here’s a guide on how to place an order:

1. Place products in your shopping cart.
2. Click on the shopping cart icon at the top on the right and select "go to checkout."
3. Fill in your personal details and double-check them. If you already have an account, simply log in with your email and password.
4. Choose your desired shipping method.
5. Select your preferred payment method.
6. Finally, check the boxes indicating that 1) you accept the terms and conditions and 2) you've selected the correct size.
7. If you have a discount code or gift voucher, enter it in the discount code section and click "apply."
8. Click on "order and pay."

If you're having issues completing your order, follow this checklist to ensure all steps are done:

• Are all required fields under "billing address" filled in?
• Did you check the shipping method box?
• Have you chosen your payment method?
• Are all boxes under "review your order" checked? If you're still unable to place your order, please contact our customer service.

Thank you for your order! We’ll send you a confirmation within half an hour. If you haven’t received it, it might be in your Spam or Junk folder. Can’t find it? Contact our customer service, and we’ll help you right away.

Once your order is placed, it’s no longer possible to cancel or alter it. Please double-check all details before finalizing.

You can contact DWAM through:

• Email: customercare@dogwithamission.com
• Chat: Click the chat button at the bottom right of the screen (available Monday-Thursday, 9:00 am - 5:00 pm).
• Phone: +31 (0)72-2410001 (available Monday-Thursday, 9:00 am - 5:00 pm).

If you accidentally placed a duplicate order, please contact our customer service, and we’ll gladly assist you! You can reach us via chat, email, or phone.

 If you order over €99, you’ll automatically receive a free gift from us!

Thanks for placing an order with us! The day before your package arrives, we’ll email you the Track & Trace information so you can follow your order. If anything’s unclear, don’t hesitate to contact our Customer Service.

DWAM products are available in various stores in the Netherlands and Belgium. Check for a store near you through our Store Locator. We also have our own store in Bergen (NH), where you can see our entire collection! Feel free to bring your dog along to try everything on.

• Store address: Kerkstraat 7, Bergen (NH)
• Opening hours:
  • Tuesday - Friday: 10:00 am - 6:00 pm
  • Saturday: 10:00 am - 5:00 pm
  • Sunday: 1:00 pm - 5:00 pm

In our webshop, you can’t select a pick-up point for delivery. However, you can enter an alternative delivery address. If you wish to deliver to a pick-up point, enter its address details and add your name to ensure the package isn’t returned to us.

Within the Benelux, expect delivery within 1-2 business days with DHL. Delivery times may be longer due to high demand, especially around holidays. For international shipments, delivery times vary by destination.

Once your package leaves our warehouse, you’ll receive an email with a Track & Trace code so you can follow your delivery.

Shipping fees for international orders depend on the destination country and are automatically calculated at checkout.

Unfortunately, our system doesn’t allow changes once an order is placed. Be sure to enter the correct address details before finalizing your order.

Sometimes packages can be delayed by the carrier. Keep an eye on the Track & Trace information. If there’s no update after five business days, contact us at customercare@dogwithamission.com with your order number and Track & Trace info.

Our webshop supports multiple payment methods. At checkout, you can select your preferred payment option.

• iDeal
  With iDeal, you can pay online using your own bank's secure environment.

• Credit Card
  We accept MasterCard, VISA, and American Express.

• PayPal
  PayPal is a worldwide online payment system that individuals and online stores use. Link your bank account or credit card to your PayPal account and pay with a few clicks.

• Bancontact / Mister Cash (Belgium)
  Belgian customers can conveniently pay with the physical card linked to a Belgian bank account balance.

• SOFORT Banking
  Popular in Germany and other European countries, this method allows direct transfers from your bank account.

• Klarna, Afterpay, Billink
  These services allow customers to buy products now and pay later, often in installments.

We deliver to most European countries as well as a large number of non-EU countries.

We're happy to help you! Here are some troubleshooting tips:

• Place the order in an incognito/private window.
• Try ordering in a different browser.
• Clear your current browser history.
• Try placing the order on another device.
• Log in to your account or proceed as a guest.

If this doesn’t work, some products may be excluded from discounts.

Note: Discount codes don’t apply to sale items, deals, gift cards, or other discount codes.

Still not working? Contact us at customercare@dogwithamission.com.

Terms for discount codes:

If you have a discount code, a minimum order value of €15 (excluding shipping costs) is required.

If your order was canceled and you’ve already paid, please contact customercare@dogwithamission.com. They’ll be happy to assist you.

Your return may not have been processed within Klarna's payment period. We recommend always notifying Klarna of a return so they can temporarily pause the invoice and prevent any additional charges.

Alternatively, you can pay the entire invoice, and Klarna will refund the amount once the return is processed.

You can return a package within 14 days of receiving it. Ensure the items are unworn, undamaged, and have attached labels. Keep the return receipt until we complete the return process.

If you’re not completely satisfied with the product or want a different size, use our returns portal to process your return. Review the conditions and follow the instructions on the portal to register your return.

When returning your order, you'll pay the return costs directly via our returns portal. The cost depends on the carrier selected during the return process.

If you’re unable to register your return, try this checklist:

• Use the order number beginning with "ORDB2C" followed by 6 digits, found on your order confirmation.
• Make sure the email address is correct. If you use multiple emails, enter the one used for the order.

If it still doesn’t work, it may be that the order was placed more than 30 days ago, in which case it’s no longer eligible for return.

You can return items without the portal, but we advise using it since it registers your return and offers options like a voucher for your next purchase.

 Within 7 working days of receiving the item, we’ll process your refund through the original payment method.

• iDeal/Bancontact: Refund within 5 working days to your bank account.
• MasterCard/Visa: Refund within 14 working days to your credit card statement.
• Klarna: You’ll receive an adjusted invoice by email.
• PayPal: Refund within 30 days to your PayPal account.

 No, you can only exchange or return items at the store where you purchased them.

Unfortunately, items purchased online cannot be returned or exchanged at the store.

We don’t offer exchanges on the webshop. However, you can return an item and place a new order for the desired product. Note that any discounts may not apply to the new order.

Outlet items are discontinued, so your size may no longer be available. These items won’t return to the collection. If it’s not an outlet item, contact our customer service.

Measured according to our site instructions but unsure about the size? Here’s our recommendation:

• For collars, choose the smaller size if you’re between sizes. A collar that's too large will leave a long piece sticking out.
• For harnesses, opt for the larger size if between two sizes. If the sizing chart isn’t enough, use this order of importance: chest, neck, then weight.

Measuring the correct size for a Dog with a Mission collar is easy and only requires a flexible measuring tape. Follow the steps below to measure your dog’s neck accurately:

1. Choose a flexible measuring tape: Select a tape that’s comfortable and easy to wrap around your dog’s neck. A flexible tape is ideal, as it ensures comfort for your dog and allows for a more precise measurement.

2. Place the tape around the neck: Wrap the tape around the widest part of your dog’s neck, just below the jawline. Make sure it’s neither too tight nor too loose. It should fit comfortably without restricting your dog’s breathing.

3. Read the measurement: Ensure the tape lies flat and read the measurement where the ends meet. This is your dog’s neck circumference.

Important: Always measure your dog’s neck, even if they already have a collar. Dog with a Mission uses unique sizes, so measuring an old collar might lead to an incorrect fit.

Check the size chart: Visit our size chart on the website and look up your dog’s neck measurement. The chart will show the recommended collar size for the measured circumference. Ensuring the correct size will make the collar comfortable and a perfect fit for your dog.

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

Leather Products
A leather collar, leash or harness needs a bit of love and care to stay beautiful and durable. Here are some simple tips to help maintain a leather product properly:

• Regular cleaning: Removing dust and dirt: Use a soft, dry cloth to remove dust and dirt daily.
  Deep cleaning: Occasionally use a slightly damp cloth (not too wet) with a bit of mild soap, such as saddle soap. Gently wipe the leather and then use a clean cloth to dry. Let it air dry, away from direct heat or sunlight.
• Conditioning: Apply a special leather conditioner to keep the leather supple and prevent it from drying out. This also helps prevent cracking. Do this every few months or whenever the leather feels dry.
• Avoiding moisture: Try to prevent the product from getting wet. If it does get wet, blot it dry with a towel and let it dry naturally, away from heat sources like radiators or hairdryers, which can damage the leather.
• Storage: Store the leather collar in a cool, dry place. Make sure it’s not exposed to direct sunlight or extreme temperatures, as this can dry out or fade the leather.
• Avoiding chemicals: Keep the collar away from harsh chemicals like alcohol, perfume or insect spray. These can damage the leather.

With these care tips, a leather product will stay beautiful and in good condition for longer!

Car cushions and fabric products
Machine wash at 30 degrees. Wash with similar colours. Do not tumble dry.

Food bowls
Hand wash only. Not suitable for the dishwasher.

Rope leashes

• Washing: Do not use a washing machine to clean rope leashes. Hand wash only and follow these steps:
  ❤︎ Fill a basin with lukewarm water.
  ❤︎ Add a small amount of mild detergent or baby shampoo.
  ❤︎ Submerge only the rope part – remove the leather tassel before doing so.
  ❤︎ Gently clean and rinse thoroughly.
  ❤︎ Pat dry with a towel and let it air dry.
• Drying: Let air dry, out of direct sunlight and away from heat sources. Make sure the leash is completely dry before use or storage.
• Inspection: Check regularly for signs of wear or damage, especially if your dog tends to chew on the leash. Replace the leash if damaged.

Take good care of your dog accessories to ensure your dog’s safety and comfort.

If you're not entirely satisfied with your order, please contact our customer service at customercare@dogwithamission.com. To process your complaint, we’ll need the following information:

• A clear description of the issue, including photos of the item
• The order number of your purchase

If you have a complaint about an item bought from a retailer, please return to the store where you purchased it, as they’ll assist you further.

If you bought an item from us and want to know about the warranty:

In the Netherlands, there’s a statutory warranty, meaning a product should meet reasonable consumer expectations. There’s no specified legal warranty period, as some products last longer than others. We offer a 1-year standard warranty from the purchase date. Within this period, you’re entitled to free repair or replacement of the product if it has defects not caused by normal wear, misuse, or external factors.

If the issue is your own fault, you’re not eligible for free repair, a new product, or a refund. If the product is simply worn out from normal use, you’re also not eligible for free repair.

Colored oily leather may be less suitable for dogs with white fur, as it can sometimes leave slight color marks, especially when the collar or dog is wet. This is non-toxic and safe, and the color can be easily washed off with soap and water. For more maintenance instructions, refer to our FAQ, “How do I care for my products.”

Unfortunately, we don’t offer custom-made or personalized options for collars, leashes, or harnesses. However, you can personalize our products with accessories like tassels, pompoms, and treasures. We can personalize dog tags with your dog's name and additional information.

Yes, we offer the same warranty both online and in-store.

If you bought an item in our store, the warranty is also handled there. It’s essential to have a purchase receipt or bank statement.

For retailer purchases, warranty claims go through the retailer. We advise you to return to the point of sale.

Items can be returned within 14 days of the purchase date. Make sure items are unworn, undamaged, and have attached labels.

Yes. When returning sale items at the boutique, you’ll receive a gift card for the purchase amount.

Since the item was purchased in-store, please return to the store, and we’ll gladly assist you.

It’s not possible to pick up online orders at the store. You can choose to have your order sent to a pickup point.

Our in-store and online selections can differ, so some items may be on sale online but not in-store.

You can reach us via email at customercare@dogwithamission.com or by phone at +31 (0)72 - 241 00 01. Our chat service is also available online. Our customer service team is ready to help from Monday to Thursday between 09:00 to 17:00.