FAQ

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 you exceed this timeframe, unfortunately, we won't be able to offer a refund, store credit, or exchange. Products that are returned incomplete damaged, worn, or soiled, will not be taken back. Items must have their original labels and be repacked in their original packaging. We do not offer free returns. After you’ve filled your request for a return with us, you will receive an email in which you will find the exact return address information.  Please make sure all taxes and duties are covered when you pay for your return. We only process those returns that arrive at our warehouse directly, without customs paperwork or payment from our side.
We recommend always keeping the tracking information, as we may request it as proof of return.

Return can be made through our online return center.

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.

Please contact our customer service team via help@yourstorename.com. Providing the return is within the 14-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.

Make sure you repack the items the same way you received them.

• Make sure the items can’t move freely in the box and reuse the By Scout tissue paper, to package every single item separately before placing them together in the box. 
• The packaging/box must be the original one used and in perfect condition.
• Make sure you include a copy of your order in the box

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).

When you create a return request and select the return reason "Defective item," we need to review the issue according to our policy before approving your return.
We will contact you as soon as possible and request photos of the damaged goods. We will then review these first. If you cannot provide us with the requested information, we will not be able to investigate and will not be able to complete the request for return or replacement.

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

We do not offer free returns.

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.

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. It’s quick and easy to create an account. Just visit https://www.yourstorename.com/register and follow the instructions on-screen.

We ship from multple warehouses, i.a. the UK and Germany.

After placing your purchase, you will receive the order confirmation email with the estimated shipping date. Please take note that on pre-orders, the estimated shipping window is 10 days from the date shown in your order confirmation.

Items on stock will be sent within 1 or 2 business days after placing your order.

As soon as the parcel leaves our warehouse, we will send you a shipping confirmation. This email will contain your tracking information so you can check the exact status of the shipment at any time.

Once the item has been picked up from our warehouse by the carrier, the time it will take to ship will depend on the country it’s going to and which shipping service is used. In general, the following applies:

• US & CAN:  normally take 2 to 4 business days to arrive after being shipped.
• EU & UK: normally take 1-3 business days to arrive after being shipped.
• REST OF THE WORLD:  normally takes 4 to 6 business days to arrive after being shipped.

Please note that customs procedures vary per country and may add extra days. 

In case you’ve ordered items that are in stock:
In-stock items are shipped within 1 or 2 business days after placing the order. Except if placed during the weekend or a local holiday. In that case, it would be processed the following business day. Times may vary during peak seasons.

US : 2 - 5 business days 
Europe: 2 - 4 Business days 
UK: 2 - 4 Business days 
Rest of the World 3 - 7 Business days

In case you’ve ordered items that are on-demand/ pre-order:
The estimated date is reflected on the webpage and the order confirmation email when the order is placed. The estimated shipping window is 10 days from the date shown in your order confirmation. As the product will be produced especially for you, we cannot accelerate this process to send it at an earlier date.

In case you’ve ordered partly in-stock items and partly on-demand items: 
If your order contains one or more items in pre-order or with different pre-order dates - combined orders - we send all items together once they're ready because our company’s mission is built on sustainability. You will see that each item has a different delivery date on your order confirmation; however, we will send over the full order at the latest delivery date.

Yes, we offer free shipping from a certain minimum order value. Because the minimum spending to receive free shipping varies per country and the weight of the package, it’s automatically calculated if free shipping applies to your order. 

When you add the items you wish to your cart, you will see in our top banner if you reached the minimum value or how much you need to add to receive free shipping. 

Didn't receive your order even though the tracking link says it was delivered?

If you think your package is lost or missing, we advise you to check with the members of your household or neighbors to find out if they have received or seen your package. We also recommend you to check around your property as it is possible that the parcel was left there. Secondly, reach out to your local courier to confirm the delivery status.

If you still cannot locate your package after all these checks, please contact us as soon as possible. We might need to start an official investigation with the courier within a month from the delivery date. We appreciate your patience as it could take a few weeks to resolve fully.

Please allow us time to review and investigate your request with our business partners. Be aware that due to general couriers' policies, this may take from 8 to 10 days and can be longer based on seasonality. 

Once your order has been placed, you might still be able to update your delivery address, but this will depend on the status of your order. 

Please contact us to provide the new and complete delivery address.

The team will check if modification is still possible: 

• If the order has not been prepared for shipment yet, we will update the delivery address as you have requested.
• If the order is already being prepared for shipment: unfortunately, at this point, we will not be able to correct your delivery address. You will receive an email confirmation with the tracking number once the shipment starts, after which you can reach out to your local courier to provide the new address and arrange the delivery.

If the delivery address is in a country outside the European Union, you automatically become an importer. Your order will usually be retained in customs upon arrival in your country, waiting for the importer (you) to comply with the duty and tax payment.

 

In general, the following applies:

• US shipments: No customs costs are due for US shipments unless the order exceeds $800.
• EU shipments: no customs costs are due at delivery.
• UK shipments: no customs costs are due unless the order exceeds £135 and can be paid at checkout.

By Scout isn’t responsible for paying these costs, and rejecting to pay the amount at delivery will incur a €90 fee that will be subtracted from any refunds.

Customs duties are determined by your local customs authority, so we have no control over these and cannot predict how much they may cost. Customs policies vary widely from country to country, so you may wish to contact your local customs office for further information.

To proceed to the payment, please reach out to your local courier or, if available on the courier platform, proceed to online payment.

YES! At By Scout, we only use people, planet, and animal-friendly materials. As well as being cruel, animal leather’s environmental impact is incredibly high. Animal agriculture accounts for around 18% of the world’s greenhouse gas emissions and is driving the destruction of our rainforests. In addition, it is extremely energy and water-intensive to produce with lots of chemicals in the tanning process. One of the main reasons many continue to use animal leather in our industry is based on the belief that vegan leather alternatives can not provide the same high-quality, luxurious look and feel, and durability as animal leather. Nothing could be further from the truth.

We use a high-quality leather alternative, made in Italy from Italian apple waste.

We produce the majority of all our products in Italy, and a small selection in-house in the UK.  We work with highly skilled manufacturers with years of experience and are passionate about creating high-quality products.

When we started in 2011, we produced all our items in Louisiana, US. After a few years, the entire production moved to The Netherlands, where we produced in-house until May 2022. Since April 2011, however, we’ve been preparing and setting up our production in Italy. From July 2022, production is fully taking place in Italy.

Yes. BY SCOUT was founded as See Scout Sleep in 2011 in New Orleans, Louisiana, inspired by a dog called Scout. Soon after, we began our expansion into the international market. And we're now headquartered in Haworth, England.

Our designs are created in-house, and our products are made in Italy by highly skilled Italian craftsmen. We produce our products through our unique and sustainable on-demand model, which allows us to avoid overproduction.

Our materials come e.o. from the United States, Scotland, and Italy and consist of vegan leathers made with a high content of Italian Apple, organic cotton, recycled polyesters, solid brass hardware, hemp webbing and more.

Our designs are created in-house, and our products are made in Italy by highly skilled Italian craftsmen. We produce our products through our unique and sustainable on-demand model, which allows us to avoid overproduction. Our materials come e.o. from the United States, Scotland, and Italy and consist of vegan leathers made with a high content of Italian Apple, organic cotton, recycled polyesters, solid brass hardware, hemp webbing, and more.

Because we solely use solid brass hardware for our collars, leashes, and harnesses, they are slightly heavier than similar products made with plastic parts. However, because our hardware is custom-made for us, and we designed it to be lightweight yet still of the highest quality, the final product's weight is always matched to the size of the dogs that will wear them.

Here you can find all our sizes.

Yes. If you like to purchase a collar or harness, we always recommend measuring your dog first to ensure you have the right size. You can always contact us if you have any questions about the right size for your dog.

Some of our products are waterproof, some aren’t. You can filter in your store to see which items have which properties.

Yes, our products are suited for all dogs. We always recommend keeping your dog's lifestyle in mind when shopping for the best item for your four-legged bestie. For instance, we recommend our harnesses for dogs that are a bit over enthusiast during walks and pull, or to select a water-resistant item may your dog be an active swimmer. If you have any questions or like to receive advice on the best item for your dog, contact us anytime

Your opinion is extremely important to us, as it keeps us improving!
We would appreciate it very much if you could leave a product review after your purchase.

How that’s done?

- After your purchase, you will receive an invite from us to leave a review.
- You can complete your product and experience review through the link in the email. After your review has been published, you will receive a special discount to thank you for your collaboration! 15% off for purchase to use within 14 days. Please note that By Scout reserves the right to remove reviews with offensive or inappropriate comments or if they are unrelated to the product you were invited to review.

A few of our collections are all-year-around collections. For these collections, we do multiple production cycles, yet always based on demand.
Once a product cycle is completed, we start a new one, based on the pre-orders we received. This way we do not overproduce, and this allows us to always make small tweaks and updates to our all-year-around collection based on the feedback we receive from our customers.

We implemented a pre-ordering system to avoid overproduction and deadstock and encourage a slower way of shopping.

Unfortunately, over-production is a huge problem in our industry and generates waste of materials, resources, energy, and water, creating unnecessary pollution and an unhealthy inventory.  Over-production also leads to fewer choices, outdated collections, and stock wasted every season.

On-demand means we only produce what is ordered. So every time we launch a new collection or single product, we wait for new orders to come in before we start production at our factory in Italy. 

Instead of focussing on producing high-volume and pushing out stock, our pre-order system allows us to anticipate demand levels and focus on creating and offering high-quality products made from the best sustainable materials.

The perks of shopping on demand at By Scout: 

• You receive early bird discounts up to 25% OFF on our latest collections, a reward for supporting and stimulating a more sustainable niche pet industry. And your willingness to wait for your order to be produced. 
• More choice, more often. We do not work with the traditional four seasonal calendar. Instead, we love to drop and offer you new and great-designed products more frequently and offer you and your dog unique, premium vegan, high-quality, and innovative new products all year long. 
• More excitement and more thrill: Nothing beats the excitement of waiting for something good to arrive. We will make it worth waiting for.
• You contributed to something good: By shopping on-demand, you support ethical production, and you're consciously shopping only the best for your beloved dog.

On-demand production is one of the most sustainable ways to produce. By only producing based on the actual demand, we don’t generate waste of materials and do not use more resources, energy, and water than truly needed. This means less pollution and no unhealthy inventory.

1. THE LAUNCH STAGE:
When we launch a new collection, also called a new drop, you will receive up to 25% OFF. Depending on the collection, the drop is available for pre-order for 2-4 weeks.
The expected shipping start date is listed on the product page of on-demand products.

2. THE PRODUCTION STAGE:
After the launch stage, the first orders will start to be produced, and new orders will have a discount of 15% OFF.  Production can take around 4-8 weeks but fully depend on the collection. That’s why you can find the expected shipping start date listed on the product page of each on-demand product.

3. READY TO SHIP/ IN-STOCK STAGE:
At this stage, items are in stock and ready to be shipped. At this stage, no discount applies anymore.  However, products ready to ship can be enjoyed almost immediately, and no longer wait applies.
Keep in mind that when new products just come to our warehouse, they first need to be processed and prepared for shipment. It may take 5-10 days from the provided ‘ start of ship date” for your order to be dispatched from our warehouse. 

Perk 1

EARLY BIRDS GET A REWARD

You receive early bird discounts up to 25% OFF on our latest collections, a reward for supporting and stimulating a more sustainable niche pet industry. And your willingness to wait for your order to be produced.

Perk 2

GOOD THINGS ARE WORTH WAITING FOR

Your ordered items are produced especially for you by our Italian craftsmen while using the best vegan and sustainable materials. And while your order is being produced, you experience the extra excitement and thrill of waiting on something good to arrive. We promise it will be worth the wait.

Perk 3

MORE UNIQUE CHOICE

We do not work with the traditional four seasonal calendar. Instead, we love to drop and offer you new and great-designed products more frequently and offer you and your dog unique, premium vegan, high-quality, and innovative new products all year long.

Perk 4

YOU CONTRIBUTED TO SOMETHING GOOD

By shopping on-demand, you support ethical production, and you're consciously shopping only for the best for your beloved dog while supporting a more healthier planet.

At By Scout, we do offer sales, as you know, based on the traditional four seasonal sales.  Instead of providing a discount on the end of each season, we provide discounts of 25% or 15% when a collection or product is new and recently launched.

We do offer extra perks on special dates and for special events. Subscribe to our newsletter if you like be kept in the loop on the latest and newest at By Scout.

Items are only at a discount when recently launched - meaning they have not been produced or just entered the first production stage. The discount is a reward for you shopping more sustainably and helping us to produce in a more ethical matter. When an item is in stock, it’s fully produced and can be delivered within 1-2 business days. Therefore, it will not go back to being discounted. This is your call to shop sustainably at 25 - 15 % off!

Whenever we launch a new product, all sizes are in pre-order. However, sometimes, someone needs to exchange their purchase for another size. In case this happens, the item goes back in stock. This explains why you will find certain sizes in stock and certain sizes in pre-order. 

Give your friends $20 off and get rewarded with $20 off yourself!

Here’s how it works

1. Spread the word, and tell your dog-loving and owning friends about By Scout! Use the by link you will receive in your email or the one on our referral page.
2. Your friend shops at byscout.com
3. You get rewarded with $20 off your next purchase

To get exclusive offers and promotional codes for shopping at byscout.com, you can do the following.

• Subscribe to our newsletter  
• Leave a review on the product you purchased
• Refer a friend to get 20$ off 

Please note that we cannot apply discount codes after purchase, so make sure you apply your code before processing the order payment!