FAQ

No, there is no minimum order value.

However, shipping is free for orders of €49 or more.

In most cases, a cancellation is unfortunately no longer possible after an order has been completed, as we pass your order on to our shipping partner quickly.

Please contact us as soon as possible via our contact form – or by e-mail at info@bertandhugo.com, and we will be happy to check if a cancellation is still possible.

If a cancellation is no longer possible, you can cancel your order within 30 days of receipt.

Important:
For hygiene reasons, only unopened and unused products in their original packaging can be returned.

This applies in particular to care products (balm & foam) as well as dog biscuits.

Please do not refuse delivery of the package, as we would then be unable to clearly assign the shipment, which may delay the refund.

If you would like to initiate a return, please send us an e-mail at info@bertundhugo.com with the following information:

• Reason for the return
• Your first and last name
• Delivery address
• Order number
• The products you would like to return

We are very sorry that your product arrived damaged. We sincerely apologize for the inconvenience.

Please take photos of the damaged product as well as the packaging (if it is also damaged) and send them to us via email at info@bertundhugo.com.

Please also provide us with the following information:

• Reason for the complaint (damage)
• Your first and last name
• Delivery address
• Order number
• Which products are affected
  

We will get back to you as soon as possible, and we will find a solution together.

You can pay safely and conveniently with us using the following payment methods:

• PayPal
• Klarna
• Credit card
• Google Pay
• Apple Pay

All payments are processed via certified and encrypted payment providers.

Yes, your data is safe with us.

Our online shop uses SSL encryption as well as modern security standards to protect your personal data and payment information.

Payment processing is handled exclusively through certified and secure payment providers such as PayPal, Klarna, or credit card.

The delivery time is generally 1–5 working days within Germany and the EU.
In exceptional cases (e.g., public holidays or high demand), delivery may be slightly delayed.

Don't worry!

Some products are shipped from different warehouses. Therefore, it may happen that your order arrives in several packages.

Missing items will be delivered in a separate shipment.

If you have any questions, please feel free to contact us – we are here to help.

Yes, shipping is free for orders of €49 or more.

For orders below this amount, shipping costs will be clearly displayed at checkout.

Immediately after placing your order, you will receive an order confirmation via email.

As soon as your order has been shipped, we will send you another email with your tracking number.

If the tracking is not yet active, please wait 1–2 business days – the status may still be updating.

Please also check your spam folder or "Promotions" tab if you cannot find an email.

If you exercise your right of withdrawal, you are generally responsible for the return shipping costs.

However, should there be an error on our part – for example, a wrong delivery or a damaged product – we will of course cover the return costs.

Please contact us before returning the item so that we can find the best solution together.

Products must be returned unopened, unused, and in their original packaging.

For hygienic reasons, opened care products (balm & foam) as well as dog biscuits cannot be returned.

Please include the following information in your email:

• Order number
• Your first and last name
• The products you wish to return
• Reason for the return
  

Please contact us before returning the items so that we can inform you of all further steps