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Frequently Asked Questions

  • Can I place an order without creating an account?

    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

  • Where do you ship from?

    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.

     

  • Where is my order, and how can I track it?

    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.

  • When will I receive my order?

    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. 

     

    CATEGORY ORDER PROCESS TIME SHIPPING TIME

    IN - STOCK

    (available items)

    1 - 2 working days  UK: 1 - 2 working days
    US/Can: US - East coast: 1 - 3 working days / US- West coasts: 2 - 4 working days
    Europe: 2 - 3 working days
    Asian Pacific:      3 - 5 working days
    Rest International:  3 - 6 working days
    PRE-ORDER

    The shipping of on-demand items - pre-order - depends on the estimated date provided on the product page of the ordered item on our website, or in the order confirmation email you receive. 

    The average process time, when your items has been produceed till it's shipped out may vary between 3 - 6 working days. Yet you will be informed with frequent updates on the exact shipping date per email. 

    UK: 1 - 2 working days
    US/Can:  US - East coast: 1 - 3 working days /  US- West coasts: 2 - 4 working days
    Europe: 2 - 3 working days
    Asian Pacific:      3 - 5 working days
    Rest International:  3 - 6 working days

    COMBINED 

    If you order contains both pre-ordered, as well as instock items, then we send your full order out once all items are available. This to stay true to our mission to work in the most sustainable way.  UK: 1 - 2 working days
    US/Can:  US - East coast: 1 - 3 working days /  US- West coasts: 2 - 4 working days
    Europe: 2 - 3 working days
    Asian Pacific:      3 - 5 working days
    Rest International:  3 - 6 working days
         

    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.

     

  • Do you offer free shipping?

    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.

  • How long does shipping take?

    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. 

     

    CATEGORY ORDER PROCESS TIME SHIPPING TIME

    IN - STOCK

    (available items)

    1 - 2 working days  UK: 1 - 2 working days
    US/Can: US - East coast: 1 - 3 working days / US- West coasts: 2 - 4 working days
    Europe: 2 - 3 working days
    Asian Pacific:      3 - 5 working days
    Rest International:  3 - 6 working days
    PRE-ORDER

    The shipping of on-demand items - pre-order - depends on the estimated date provided on the product page of the ordered item on our website, or in the order confirmation email you receive. 

    The average process time, when your items has been produceed till it's shipped out may vary between 3 - 6 working days. Yet you will be informed with frequent updates on the exact shipping date per email. 

    UK: 1 - 2 working days
    US/Can:  US - East coast: 1 - 3 working days /  US- West coasts: 2 - 4 working days
    Europe: 2 - 3 working days
    Asian Pacific:      3 - 5 working days
    Rest International:  3 - 6 working days

    COMBINED 

    If you order contains both pre-ordered, as well as instock items, then we send your full order out once all items are available. This to stay true to our mission to work in the most sustainable way.  UK: 1 - 2 working days
    US/Can:  US - East coast: 1 - 3 working days /  US- West coasts: 2 - 4 working days
    Europe: 2 - 3 working days
    Asian Pacific:      3 - 5 working days
    Rest International:  3 - 6 working days
         

    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.

  • I would like to change my delivery address, is this possible?

    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. 

  • Do I need to pay for customs fees?

    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.

  • My package is missing. What do I need to do?

    If you believe your package is lost or missing, we recommend checking with members of your household or neighbors to see if they received or noticed the package. Additionally, please inspect the area around your property as the parcel may have been left there. Then, contact your local courier to verify the delivery status.

    If you're still unable to locate your package after conducting these checks, please reach out to us as soon as possible.

  • What does on-demand mean?

    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!

  • How is BY SCOUT sustainable?

    Test

  • What are the advantages of on-demand shopping?
  • How do I know if a product is on-demand or just on sale?
  • Why are some sizes in stock and some in pre-order?
  • What is your return policy?

    Sometimes, things just don’t work out. It happens!

    At By Scout, you can return an item within 30 days from the date of delivery. If this timeframe is exceeded, unfortunately, we won’t be able to offer a refund, store credit, or exchange.

    Products that are incomplete, damaged, worn, or soiled will not be refunded. Items must have their original labels and be repacked in their original packaging. Please note that we do not offer free returns.

    After submitting your return request, you will receive an email with the exact return address information. When paying for your return, please ensure that all taxes and duties are covered.

    We only process returns that arrive directly at our warehouse, without requiring customs paperwork or payment from our side. We strongly recommend keeping the tracking information, as we may request it as proof of return.

    Returns can be made through our online return center.

  • Can I exchange my item for another product or size?

    We do not offer direct exchanges. We recommend you to place a new order and return the items you do not wish to keep through our online return center.  Your refund will be processed the same way as the original payment method within fourteen (14 ) days from the receipt of the returned items.

  • How do I return an item?

    Please contact our customer service team via shop@byscout.com. Providing the return is within the 30-day cancellation period and meets our return criteria, we will issue you with a return note by email. You need to print this off and attach it to the packaging of the product when returning it to us. You will need to arrange and pay for suitable packaging when returning an item.

  •  Do you offer free returns?

    At BY SCOUT, we do not offer free returns, as we are committed to sustainability. By avoiding unnecessary shipments, we reduce carbon emissions and minimize waste, helping to protect the environment.

    If you wish to return an item, the cost of return shipping, including any applicable taxes and duties, is the responsibility of the customer. After submitting your return request, you will receive an email with the exact return address information. Please ensure that all customs fees and duties are covered when shipping your return.

    We only process returns that arrive directly at our warehouse without requiring additional customs paperwork or payment from our side.

  •  To which address can I send my return?

    Once you submit your return application through our return center, instruction and details are sent to you by email.

  • When can I expect my refund?

    When the return has arrived at our warehouse and is approved, your refund will be processed and refunded to the original payment method of your order within fourteen 14 days.
    We shall refund the original price you paid for purchasing your item(s).  We do not cover or refund shipping costs ( or customs charges).

  • Can I also return my items to one of your stockists near to me, or in my country?

    Items that are purchased through www.byscout.com can only be returned to us directly. If you purchased one of our products directly from one of our retail partners, you need to return your items to them directly.

  • Where can I find your sizecharts?

    All our product pages display the related size charts but here you can find all of our sizes

  • Are your products suited for all dogs?

    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"

  • How can I use your adjustable rope leash?

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

  • How to measure for the perfect fitted dog harness?

    How to measure and fit for our Hey Scout harnesses

    For more How to's

  • Which collar size do I need for my dog?

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

  • Which harness size do I need for my dog?

    Visit our size & fit guide page

  • Do I need to measure my dog for the right size?

    If you're not sure what the best size is for your dog, then we always recommend you to measure your pooch,  to ensure you have the right size. Got to our measure and fit page for more instructions. 

  • I didn't receive my order confirmation, what should I do?

    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.

  • How can I check my order status?
  • I received a faulty item, what should I do?
  • What should I do if I received the wrong item?
  • I'm missing an item from my order, what should I do?
  • Can I modify or cancel my order after it has been placed?
  • How can I report an error or issue on the website?
  • How can I cancel my order?
  • Can I change the size or product after placing my order?
  • Do you offer customised items?
  • How do I get a refund?
  • Are your products waterproof?
  • How can I provide feedback on a product I have purchased?
  • Are all your products vegan?
  • What are the available payment methods?
  • When will I be charged for my order?
  • I cannot pay for my order, what should I do?
  • How can I use a discount or promotional code?
  • How do I pay with Klarna?
  • How do I pay with PayPal?
  • I can't use a promo or discount code I received, what should I do?
  • How can I subscribe to your newsletter to stay updated on new launches?
  • How does the referral program work?
  • How can I change my account email or password?
  • How can I create or modify an account?
  • How can I share a picture of my dog to be featured?
  • How can I give a review?
  • Who do I need to contact for a collaboration?