Exchanges and returns
Picking a size online is nerve-wracking. That's why we want you to order without worrying about getting it wrong: if it doesn't fit, we'll exchange it.
Change the size, the colour or the model once per order, at no shipping cost. We pay for sending the new item.
How to make an exchange
Message us on WhatsApp with your order number and what you'd like to change. You can also email info@spenbe.com.
We confirm the exchange and send you the label to return the original item.
As soon as it reaches us, we ship the new one within 24-48 hours. From there, the usual delivery times for your region apply.
Exchange conditions
- You have 30 days from receiving your order, for both exchanges and returns.
- The item must be unused and still have its tag. Trying it on your dog at home doesn't count as use.
- One free exchange per order. From the second one onwards, the exchange costs what you see in the table, which covers both journeys: collecting the original item and sending the new one.
- If the new item costs more, you pay the difference. If it costs less, we refund the difference.
What it costs, depending on where you live
| Region | First exchange | Further exchanges | Return |
|---|---|---|---|
| Mainland Spain | Free | €6.00 | €3.95 |
| Balearic Islands, Ceuta and Melilla | Free | €9.00 | €4.95 |
| Portugal, Italy, Germany, France and the Netherlands | Free from €49 | €10.00 | €5.95 |
| Canary Islands | €10.00 | €10.00 | €5.95 |
Shipments to the Canary Islands go through customs and the round-trip cost climbs sharply, which is why it's the only region without a free first exchange. If your situation is complicated, write to us anyway and we'll find a way.
Returns
If you'd rather return your order and get your money back, you have 30 days from delivery to let us know — more than double what the law requires. Message us on WhatsApp with your order number and we'll send you the return label.
Returns must include the complete order, exactly as you received it: unused, with its tag and in its original packaging. For exchanges you only need to send back the item you want to change.
Return shipping is at your expense and costs what you see in the table for your region. We deduct it directly from the refund, so you don't have to deal with the courier or pay anything up front.
Once we receive the parcel and check its condition, we refund you within a maximum of 14 calendar days, using the same payment method you used.
If the product arrives faulty
If your order arrives damaged, incomplete or with a manufacturing defect, message us on WhatsApp with a photo as soon as you notice. We'll replace it or refund you in full, shipping included, at no cost to you. This applies to every region, without exception.
Frequently asked questions
- Can I switch to a different model, not just a different size?
Yes. The first exchange covers a different size, colour or model. - What if I got two items in the set wrong?
The free exchange covers one item per order. Write to us and we'll find the best solution. - I'm ordering from Portugal, Italy or Germany. Do I get a free exchange?
Yes, on orders from €49 — the same amount at which shipping is already free. Below €49, the exchange costs €10. - How long does it take?
We ship the new item within 24-48 hours of receiving yours. From there the usual delivery time for your region applies, which you'll find on the shipping page. - Do I need the original packaging for an exchange?
You don't need the box, but the item must still have its tag. - What if I get it wrong twice?
The first exchange is free. From the second onwards the price in the table applies, covering both the outbound and return journeys.
Rather get it right first time?
Check the size guide or email info@spenbe.com with your dog's neck and chest measurements and we'll tell you which size to order.