FAQ
Frequently Asked Questions
Welcome to the Shop with Marley's FAQ! Here you'll find answers to all your questions about our sustainable dog treats, shipping, returns and more. Whether you want to know how we deliver your order in an environmentally friendly way or what Marley's favorite treat is - we've got you covered! Can't find your question? Our customer service team is happy to help.
Why did you start Shop with Marley's?
Shop with Marley's was born out of our love for dogs and the planet. We wanted to create a place where dog owners can find sustainable and high-quality products, without compromising on taste and fun. We believe it is important that you do not pay the main price for sustainable products and that they are accessible to every dog owner. And that is how Shop with Marley's was born!
What makes you different from other web shops?
We are all about sustainability and love for dogs. From controlled origins of our products to eco-friendly packaging: we do everything we can to make a positive impact on both the dog world and the environment. And we are pretty good at it (if we say so ourselves! ;))
What does sustainability mean to you? And how do you apply this in the webshop?
For us, sustainability goes beyond just 'green products'. It means that we take people, animals and the planet into account with every choice. We do this in several ways:
- Product selection: We select snacks and toys that are natural and of high quality, without chemical additives or unnecessary ingredients.
- Origin: Our suppliers must be transparent about where and how their products are made. We prefer local and European production to reduce transport distances.
- Packaging and shipping: Our packages are shipped climate neutral and we use packaging materials that are recyclable or biodegradable. This way we keep our ecological footprint as small as possible.
- Long-lasting quality: Our products are selected to last, so you need to replace less often and avoid waste.
Sustainability is therefore woven into everything we do, because we believe that small choices together can make a big difference!
Order & Payment
How do I place an order at Shop with Marley's?
It's easy! Choose your favorite products, add them to your cart and click 'Checkout'. Then follow the steps to fill in your details and confirm your order. In no time your order will be on its way!
Can I change my order after I have placed it?
At the moment your order has not yet been packed and shipped, this is usually possible! Contact us via customer service and we will do our best to help you.
How do I know if my order was successful?
You will receive a confirmation email with all the details immediately. Didn't receive an email? Check your spam folder or contact us!
Can I also place my order by telephone or email?
At this moment we only accept orders via the webshop. This way we can process your order as quickly and efficiently as possible.
Is there a minimum order amount?
No, you can order whatever you want from us - big or small. Every dog treat is welcome!
Can I add a comment to my order? For example about the delivery?
Yes, there is a field for comments at checkout. Here you can leave any special requests or comments about the delivery.
What happens if I make a mistake when entering my address details?
Don't worry! Contact us as soon as possible so we can adjust it before your order is shipped.
What is the difference between normal items and order items?
Regular items are in stock and will be shipped within the usual delivery time. Order items are special products that we do not have in stock as standard. These items have a longer delivery time, because we first order them from our supplier. The delivery time of order items is always clearly stated with the product. Do you have both regular items and order items in your order? Then we usually wait until everything is complete, unless you indicate otherwise. 😊
Can I have my order gift wrapped?
You can certainly do that! During checkout you can indicate whether you want to add gift wrapping. This will make your order extra special.
What payment methods do you offer?
At Shop with Marley's you can pay via iDEAL, Creditcard, PayPal, Klarna & Riverty (pay afterwards). For our Belgian customers we also offer Bancontact, Belfius & KBC/CBC.
Can I pay safely with you?
Absolutely! Our webshop uses a secure connection (SSL) and all payments are processed via Mollie, a reliable and certified payment provider. This way your data is always protected and you can pay with peace of mind.
Are there additional costs associated with certain payment methods?
No, we do not charge extra fees for payments. This is not only nice for you, but also legally required. This way you can be sure that you never pay more than necessary, regardless of the payment method you choose.
Can I get an invoice for my order?
Sure! After your order you will automatically receive an invoice in your mailbox. Didn't receive it? Let us know and we will send it again.
Shipping and delivery
How long will it take for my order to be delivered?
We do our best to ship your order as soon as possible! Usually your package will be delivered within 1-2 business days. Order items may take a little longer, but this is always stated with the product.
What are the shipping costs?
For orders within the Netherlands we charge a fixed amount of €4.95. Do you order above €75? Then we ship your package for free! For Belgium this is slightly different, there our fixed rate is €7.65 and shipping is free from €100.
Can I track my order with a track & trace?
Yes, of course! As soon as your order has been shipped, you will receive an email with a track & trace code. This way you know exactly where your package is.
Do you package my order sustainably?
Yes! We use eco-friendly packaging that has the least possible impact on the environment. No unnecessary junk, just happy dog faces!
Can I pick up my order instead of having it delivered?
Yes, that is possible! Pick up is possible, but only by appointment. Please contact us to arrange a suitable time. This way we ensure that your order is ready when it suits you, but also us!
What happens if my package gets lost?
Fortunately, this is rare, but if it does happen, please contact us. We will work with the delivery service to find the package or provide a suitable solution.
What if my package arrived damaged?
Of course, that is not the intention! Contact us immediately with a photo of the damaged package and the contents. We will be happy to solve it for you.
Returns and exchanges
What is your return policy?
We understand that sometimes you can change your mind. You can return unused and undamaged products within 14 days of receipt. Please contact us before returning anything.
How can I return a product?
It's easy! Send us an email with your order number and reason for return. We will send you return instructions and an address label.
Are there any costs associated with returning an item?
Yes, the costs for returning are at your own expense. Free returns sound nice, but unfortunately it is anything but sustainable. That is why we consciously choose this approach. We charge a fee of €4.95 for the shipping costs of the return. We deduct this amount from the credit invoice.
Can I exchange a product?
Yes, that is possible! Accidentally ordered the wrong size? Annoying and we understand that this is sometimes difficult to estimate online. If you want to exchange a product for a different size, this is free in most cases. Contact us and we will look at the possibilities together.
How long does it take to get my money back?
Once we have received and checked your return, we will refund the amount within 5 working days. We do this via the same payment method that you used.
What if my product arrived damaged or defective?
Of course, that is not the intention! Send us a photo of the damaged product and the packaging. We will make sure that you receive a new copy or another solution as soon as possible.
What if I send my return too late?
If your return falls outside the 14 day period, we unfortunately can no longer accept it. If in doubt, always contact us.
Product information
Are your products really sustainable?
Yes, sustainability is our top priority! From the origin of our dog snacks to the materials of our toys: we consciously choose products that are good for dogs and the planet.
Where are your snacks made?
Our snacks come from suppliers who are transparent about their production process. We pay close attention to origin, quality and animal friendliness.
Are your snacks suitable for dogs with allergies?
We offer various hypoallergenic snacks, such as snacks without grains or specific animal proteins. Always consult the product description or contact us for advice.
How do I know which snack is right for my dog?
In our product descriptions you will find extensive information about the size, composition and suitability of each snack. Are you in doubt? Feel free to contact us for personal advice!
Are your products suitable for puppies?
Yes, we have a special selection of treats and toys that are perfect for puppies. Always pay attention to the size and hardness of the treats to prevent your little friend from choking. In addition, puppies' teeth are vulnerable, so make sure the treat is not too hard for the puppy.
What is the best way to store the snacks?
Store our snacks in a dry, cool place and make sure the packaging is properly sealed. This way they stay fresh and tasty for longer!
Warranty and complaints
Do your products have a warranty?
Yes, most of our products have a 6 month warranty. This applies to manufacturing defects and not to normal wear and tear or misuse.
What is covered under the warranty?
The warranty covers manufacturing defects, such as faulty seams or a defective mechanism. Damage caused by chewing, intensive use or misuse is unfortunately not covered.
What should I do if I want to claim a product under warranty?
Send us an email with a photo of the defective product and your order number. We will look together for a suitable solution, such as replacement or repair.
How can I file a complaint?
If you have a complaint, please send us a message via the contact form or by email. Please provide as much detail as possible, including your order number and a description of the problem. We aim to respond within 2 working days.
What happens after filing a complaint?
We take your complaint seriously and investigate what happened. Depending on the situation, we offer a suitable solution, such as replacement, repair or compensation.
What if my complaint is not resolved?
We do everything we can to satisfy you. If you are still not satisfied with the solution offered, you can escalate the problem to a recognized dispute committee, such as WebwinkelKeur.