Frequently Asked Questions

Custom duties and taxes are now included for some international countries. For these countries, you will see a message at Checkout letting you know there will be no additional import charges.

For all other international countries, orders may be subject to customs or import duties and tax charges once they reach their destination country outside of the UK. You now have the option to pay these charges upfront at Checkout, or choose to pay them when your order is delivered. These charges are payable by the customer and we do not currently cover this cost.

Customers from United States: We would like to reassure all customers from the United States. No duties or taxed apply under purchases of $800. 

Customers paying in Euros: We would like to reassure all customers paying in Euros that there will be no uninvited costs (additional customs taxes and duties) from Brexit's new trading laws.

Duties and customs fees may apply if you're ordering from outside Europe or the United Kingdom. BY SCOUT does not cover these costs. For shipments within Europe, all applicable duties and customs fees are included in the order total, so no additional charges will apply.

For shipments to the U.S, no customs costs apply unless the order exceeds $800.

Customs duties are determined by your local customs authority, and we have no control over these charges. Customs policies vary significantly from country to country, so you may wish to contact your local customs office for more information.

Please note: BY SCOUT is not responsible for these costs. Refusal to pay the amount upon delivery will result in a €90 fee, which will be deducted from any refunds.

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time

We ship all orders from our warehouse in England.
For shipments within Europe, all applicable duties and customs fees are included in the order total, so no additional charges will apply.

We process and ship orders within 1 or 2 business days after your purchase. Once your parcel leaves our warehouse, we'll promptly send you a shipping confirmation email. This message will include your tracking information, allowing you to monitor the status of your shipment at any time.

At By Scout you can shop items which are, in-stock, that are available pre-order, or a combination of these two. Please make sure that you check your order recap and order confirmation email to have a clear understanding of which kind of order you submitted, based on the products purchased. 

You will receive a shipping confirmation email, including a tracking number, once your parcel has left our warehouse.

In general, on-demand and new collections take approximately 8–12 weeks from the launch date to the shipping date. Good things take time, but trust us—it will be worth the wait! However, the exact timeline may vary depending on the product. This information is provided in our shop and included in your order confirmation.

Please note that due to our innovative production method—in which all items are produced only after a pre-order is placed—shipping and production delays may occasionally occur. We are working diligently to minimize these issues and will keep you informed should any delays arise.

Yes, we do offer free shipping for orders that meet a certain minimum value. The minimum spend required to qualify for free shipping varies by country and depends on the weight of the package. You can find the applicable minimum order value for your country in the top announcement bar on our website.

Please note that for certain items, such as our dog beds, an additional shipping fee may apply due to the weight and size of the parcel.

At By Scout you can shop items which are, in-stock, that are available pre-order, or a combination of these two. Please make sure that you check your order recap and order confirmation email to have a clear understanding of which kind of order you submitted, based on the products purchased. 

You will receive a shipping confirmation email, including a tracking number, once your parcel has left our warehouse.

In general, on-demand and new collections take approximately 8–12 weeks from the launch date to the shipping date. Good things take time, but trust us—it will be worth the wait! However, the exact timeline may vary depending on the product. This information is provided in our shop and included in your order confirmation.

Please note that due to our innovative production method—in which all items are produced only after a pre-order is placed—shipping and production delays may occasionally occur. We are working diligently to minimize these issues and will keep you informed should any delays arise.

After placing your order, you may still have the opportunity to update your delivery address, depending on its status.

Please reach out to us promptly with the new and complete delivery address.

If your order has not yet been prepared for shipment, we will gladly update the delivery address as requested. However, if your order has already been prepared for shipment and picked up, we will no longer be able to make changes.

Once your shipment begins, you will receive an email confirmation with the tracking number. You can then contact your local courier to provide the new address and coordinate the delivery. 

Unfortunately we're unable to deliver to PO Box numbers, BFPO addresses, mail-forwarding addresses and temporary residence addresses. This is so that we can ensure the safe delivery and receipt of your By Scout order.

At By Scout, we’re all about creating unique products for the most stylish, furry statement-makers. We love bringing you new gems to choose from, while also committing to minimising overproduction.

By carefully assessing demand before production, we ensure every piece is made with purpose—no excess stock, no unnecessary waste. This also means we can drop fresh designs more often, beyond the limits of traditional fashion seasons.

But there’s more…

Shopping on-demand gives you exclusive first access to our latest creations while keeping the planet a beautiful place for your dog to roam free.

As a thank-you for your patience and support, you receive an exclusive 20% launch discount during the initial release. When the products moves to in stock, it's also moves to to full price.

Join us in redefining truly good goods for dogs—this is just the beginning!

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We're currently offering an extended returns period for all orders. Orders can be returned within 60 days of purchase.

We offer free return for customers in mainland UK (excluding Northern Ireland).

For customers based in Europe or other international countries, the return cost will as stated below.

We aim to process all orders within 14 working days, however in some cases this may take up to 30 working days during busier times of year.

Please contact us if you have any questions.

RETURN COSTS 

NORTH AMERICA

EUROPE

ASIA

OCEANIA

Our products are suitable for almost all dogs. However, we always recommend considering your dog's lifestyle when selecting the best item for your furry friend.

You can find more details and helpful information under the "Wear and Care" tab on the product pages of our website, as well as in our How-To's section, and "Size and Fit Guide"

Please view our helpful instruction video on how to use our adjustable rope leash

How to measure and fit for our Hey Scout harnesses

For more How to's

For all our sizecharts, wear and fit instructions, please size & fit guide

Visit our size & fit guide page

Thank you for choosing BY SCOUT! Upon completing your purchase, a confirmation email with your order number, and product summary will be sent to the email address provided during checkout. Look for the subject line containing 'Thanks for shopping with us!'

If you don't find the email, check your spam folder. If no confirmation email is received within 24 hours, there may be an error. Please contact us urgently.