FAQ
United States
We like to reassure all our US customers: all customs duties or import taxes are included at checkout. No additional costs or surprises at delivery.
United Kingdom
All duties and taxes are included at checkout. No additional costs or surprises at delivery.
European Union
All duties and taxes are included at checkout. No additional costs or surprises at delivery.
All Other International Countries
Orders may be subject to customs duties or import taxes once they reach their destination country. At checkout, you can choose to pay these charges upfront or upon delivery. These costs are the customer’s responsibility and are set by your local customs authority.
Please note: Refusing to pay duties/taxes upon delivery will result in a €90 fee, deducted from any refund.
We ship orders from both our warehouse in England and our warehouse in Italy, depending on product availability and destination.
Yes — we offer complimentary free shipping when your order reaches the qualifying threshold. The threshold depends on your country and the value of your order.
Details of our complimentary shipping offer are always displayed in the top banner of our website and confirmed again at checkout, so you’ll know exactly when your order qualifies.
We process and ship all orders within 2-3 business days of purchase. As soon as your parcel leaves our warehouse, you’ll receive a shipping confirmation email with tracking details.
Estimated delivery times from the moment of shipment are:
United States: 2–4 business days (depending on location)
United Kingdom: 1–2 business days
European Union: 2–4 business days (depending on location)
All Other Countries: 5–10 business days (depending on location)
Please note: By Scout is not responsible for delays caused by customs inspections or duties processing in your country.
After placing your order, you may still have the opportunity to update your delivery address, depending on its status.
If your order has not yet been prepared for shipment, we will gladly update the delivery address as requested.
If your order has already been prepared and picked up, we will no longer be able to make changes.
Once your shipment begins, you will receive a confirmation email with tracking details. At that point, you can contact your local courier directly to provide the new address and coordinate the delivery.
Please feel free to reach out to us — we’re always happy to help with returns.
- You have 60 working days from the date you receive your order to return an item, so you have plenty of time to decide what’s right for your pooch.
- To start a return, email us at shop@byscout.com with your order number and the reason for return.
- We’ll review your request and get back to you within 48 hours with the next steps.
- Once we receive your return, we aim to process it within 7 working days.
We don’t currently offer direct exchanges. Instead, we recommend placing a new order for the item you’d like, and returning the original item for a refund. This way, you’ll receive the correct size or style more quickly, without waiting for the exchange process.
If you need any help placing your new order or arranging a return, our team will be happy to assist.
While we’re not able to offer free returns for all orders, we want to make the process as smooth as possible. We’re currently offering an extended returns period of 60 days from the date of purchase, giving you extra time to decide what’s right for your pooch.
Return shipping costs are the responsibility of the customer, as outlined in our return policy. Once your return reaches us, we aim to process it within 7 working days.
If you have any questions or need help arranging your return, our team is always happy to assist — simply get in touch.
Once you have added the items to your shopping bag, you can verify your selection, modify it and proceed to checkout.
Once an order has been submitted, it unfortunately cannot be modified or cancelled.
If you do need to cancel, please contact us as soon as possible, and we’ll be happy to check if your order has already been prepared for shipment.
If your order has already been shipped, don’t worry — you can still request a return by following the instructions in our Returns section.
I can’t find the item I’m looking for — what can I do?If you can’t find a specific item, feel free to contact us directly. Our team will be happy to let you know if it’s currently out of stock, coming soon, or available through one of our retail partners.
After completing checkout and payment, you will receive an order confirmation email. This email will include the details of the item(s) you purchased and confirmation of your payment.
If you do not receive your confirmation within 24 hours, please contact us so we can verify that your order was received correctly.
We offer a range of safe and reliable payment methods to make your shopping experience smooth and secure:
- Credit & Debit Cards
We accept Visa, MasterCard, and American Express. Simply enter your card details at checkout — your payment will be processed automatically, and your card will be charged once your order is confirmed.
-Digital WalletsPayPal & PayPal Express: After completing your order, you’ll be redirected to PayPal for fast and secure payment. Your order will be processed immediately after payment is confirmed.
-Apple Pay & Google Pay: Use your device’s built-in payment system for a one-tap, secure, and quick checkout.
Buy Now, Pay Later
We also offer Klarna (availability depends on your location).
All of our product pages include the related size chart, so you can easily check measurements while shopping. You can also visit the dedicated size and fit page.
Our products are suitable for almost all dogs. However, we always recommend considering your dog’s size, needs, and lifestyle when choosing the best item for your furry friend.
You can find more guidance under the “Wear and Care” tab on each product page, as well as in our How-To’s sectionand Size & Fit Guide.
If you’re unsure which product is the best fit, please don’t hesitate to contact us — our team will be happy to advise you personally.
Yes — all of our products arecruelty-free and 100% vegan. In addition, we design and produce withsustainability in mind, ensuring our collections are kind to both animals and the planet.
Yes — some of our products are waterproof. All of our leather-like walking products are designed to withstand water.
For best care, we recommend simply wiping them clean after use to maintain their look and durability.
All By Scout products come with a 1-year warranty against manufacturing defects. If you experience any issue with your item during this time, please contact us at shop@byscout.com with your order number and photos, and our team will be happy to assist you.
Care
To keep your items looking their best, please follow the “Wear & Care” instructions listed on each product page. You’ll also find helpful guidance in our How-To’s section and Size & Fit Guide. Proper care ensures durability and extends the life of your product.
Each By Scout item is designed with durability in mind, but proper care will help it last even longer.
- You’ll find specific care instructions under the “Wear & Care” tab on each product page.
- Our How-To’s section also provides helpful tips for cleaning and maintaining your items.
- For quick guidance: most of our leather-like walking products can simply be wiped clean.
If you’re ever unsure about the best way to care for your product, please feel free to contact us — we’ll be happy to advise.
We love seeing our By Scout Club friends! Simply tag us on Instagram @byscout.fordogs or Facebook when you share your photo, and we may feature your pup on our social channels.
When you receive are view request email after your purchase, you’ll also have the option to upload a photoof your dog with their By Scout item.
You can contact our Customer Service from Monday to Saturday from 9 am to 5 pm and Central Europe Time), by e-mail at shop@byscout.com, by filling out the contact form on our dedicated "contact us" page or per livechat on byscout.com