FAQ
Orders
I don't know what size to choose
Here is a link to our size guide
If you still don't know which size to choose, we recommend you write to us using the contact form.
Can I make a size exchange?
Making an exchange with us is very easy. 😊
You have 14 calendar days from receiving your order to proceed with your return or exchange. You can check all the details at this link.
How can I cancel my order?
To ensure fast shipping, we have an automatic preparation process that activates shortly after you confirm your order. In most cases, this means the shipping label has already been generated or the package has already been packed, so we cannot guarantee cancellation.
If you need to cancel your order, contact us as soon as possible through our Contact Form, indicating your order number. Our team will review your request and confirm whether it can be processed.
📦 Do you want to cancel an order that has already been shipped or received?
If you prefer to exercise your right of withdrawal, you can easily arrange your return through our portal once you have received it.
How can I change my order's shipping address?
We do everything we can to handle requests to modify or cancel orders.
However, please note that once an order has entered the automatic preparation process, changes are no longer possible.
If you need to change the delivery address of your order, please contact us as soon as possible through our Contact Form, stating your order number, and wait for confirmation from our team. We will be happy to help you.
How can I check the status of my order?
· If you have already received the Shipping Confirmation email, click the link in it to check the status of your order.
· If you haven't received the shipping confirmation email yet, or can't find it, don't worry.
You can check the status of your order on our Order Tracking page. Just:
1️⃣ Enter your confirmation number and the delivery postal code of the order.
2️⃣ Click "Continue".
It's that easy. Check your order anytime! 🚚
How do I know my order has been processed?
✅ Order confirmation
Once you complete your purchase, you will receive a confirmation email. If you don't see it in your inbox, check your Spam or Promotions folder.
If you didn't enter an email address when placing the order, you won't receive it.
🚚 Shipping confirmation
Once your order has been processed and shipped, you will receive another email with the shipping confirmation. It will include the tracking number so you can check the status of your package at any time. If you didn't enter an email address when placing the order, you won't receive it.
That's how easy it is! 😊
I made a mistake writing my email address on my order. Can I change my email address?
Don't worry! 😊 You can update your email address by contacting us through our contact form. Click the link and our team will help you correct it as soon as possible.
I haven't received the purchase confirmation email.
📌 Step 0: Remember whether you entered an email address when making the purchase. Otherwise, you won't have received the purchase confirmation email.
📌 Step 1: Check your spam or promotions folder. Sometimes the confirmation email can end up there.
📌 Step 2: If you can't find it, there may be an error in your email address. In that case, contact us through our contact form and we'll help you fix it.
We're here to help you! 😊
Shipping
How can I track my order?
- If you have already received the Shipping Confirmation email, click the link in it to check the status of your order.
- If you haven't received the shipping confirmation email yet, or can't find it after checking your spam/promotions folders, don't worry. You can check the status of your order on our Order Tracking page.
Just:
1️⃣ Enter your confirmation number and the delivery postal code of the order.
2️⃣ Click "Continue".
It's that easy. Check your order anytime! 🚚✨
My order shows as delivered but I haven't received it.
If your shipment shows as delivered but you haven't received it, we first recommend checking whether someone else in your household, neighborhood, or workplace accepted the package on your behalf.
It is very important that you contact us within 7 days of the order being marked as delivered by the courier. After this period, unfortunately we will not be able to open a claim. Please contact us as soon as possible through our contact form.
Our team will be happy to help you and guide you through every step of the process. 😊
My order still hasn't arrived.
- If you have already received the confirmation message indicating that your order is with the courier, please note that delivery time can be between 1 and 3 business days or 3-10 business days depending on the destination country.
- If you haven't received the email with the tracking number yet, that means your order is still being prepared. We try to shorten the times as much as possible, but please remember that orders placed during holidays, weekends, or during promotional periods and campaigns may experience a slight delay due to the volume of preparation.
As soon as your order is ready, you will receive the email with the tracking number so you can check the status of your shipment.
If more than that time has passed and you still haven't received your order, please contact us as soon as possible through our contact form. We will be happy to help you. 😊
I wasn't home when the order arrived. Can I request redelivery?
If the delivery attempt for your order was unsuccessful because you weren't home, please check the shipment status with the last-mile carrier. 📦
You can do this on our tracking portal.
sYour order may have been left at a pickup point 📍 and, if it isn't collected within the established time, it could be considered abandoned. ⏳ To avoid this, we recommend picking it up as soon as possible. In some countries, deliveries may be left in a safe place 🔒, with the doorman 🏢, or in a designated area. Please check with your neighbors, mailbox 📬, or other possible locations. ✅
Why is my order delayed?
At RealDogs, we always strive to meet standard delivery times. However, sometimes factors beyond our control can cause delays. Some of the reasons that may affect the delivery of your order are:
- Your order was placed during a sales season or promotion.
- The order was placed on a public holiday in Spain or during the weekend.
- Unforeseen circumstances beyond our control occurred that affected the shipping process.
- If you want to know the current status of your shipment, you can check the status of your order quickly and easily at any time.
Collaborate with us
Would you like to collaborate with us through your social media?
Send us a DM from your official account! If your profile fits the RealDogs crew 🤠, we'll keep you in mind for future collaborations and special promotions.
We love seeing how you wear our products: don't hesitate to tag us and share your photos. 😊
Would you like to sell our products?
If you're interested in selling our products in your store, please get in touch with us through this form. A member of our sales team will contact you to discuss the terms and collaboration options.
Do you have a brand / event and would like to collaborate with us?
We'd love to hear more! Send your proposal to news@realdogsco.com, and we will get in touch with you to explore collaboration possibilities.
Frequently Asked Questions/Other
How can I contact Customer Service?
We understand that questions may arise during your shopping experience, and we want everything to be as easy and clear as possible for you. To help you quickly find what you need, we have prepared our Frequently Asked Questions (FAQ) section, where you can resolve most of your concerns. If you still need personalized assistance, don't hesitate to contact us. We are here to help you and make sure to respond as soon as possible, usually within 24 to 48 business hours. We recommend opening a ticket through the contact form, so we can handle your request in the best possible way.
Can I use two promo codes at the same time?
Thank you for your interest in our promotions! 😊
We want to make sure you get the best possible benefit on your purchase. Please note that, as a general rule, it is not possible to apply more than one promo code to the same purchase, since discounts are not cumulative, except in exceptional cases specified in the terms of the promotion.
We recommend reviewing the conditions and choosing the discount that suits you best.
Before completing your purchase, check that the coupon has been correctly applied to make sure you get the best price.
Can I make a size exchange?
Making an exchange with us is very easy. 😊 You have 14 calendar days from receiving your order to proceed with your return or exchange. You can check all the details at this link.
How can I make a return?
All products purchased at RealDogs can be returned within 14 days of receiving your order. You can check our exchange and return policy at this link.
Go to our RETURNS PORTAL and enter your email and order number to process the return.
I want to make a return but I don't have the original packaging
It's very important to keep the original outer box. If the product is not returned in its original packaging, with all the items that came with it (such as stickers, card, or individual covers), the following amounts will be deducted from the refund in this case:
- Cardboard box: 3€
- Individual product bags: 1€ per bag,
- Card and sticker: 1€ each.
By keeping the outer box in good condition, you help us ensure the whole process is carried out quickly and efficiently. It's key to being able to offer you the best possible service. If you have any questions or need more information, don't hesitate to contact us. We're here to help you!
The product I received is defective
We are very sorry for any inconvenience this may cause you. If you have received a defective item in your order, please contact us through our Contact Form. At RealDogs, we are committed to quality and want to make sure we resolve any issue immediately. Our team will be happy to help you and offer you the best possible solution. 😊
I received the wrong product.
If you received an incorrect model in your order, we are very sorry for the inconvenience. Contact us as soon as possible through our Contact Form. We will be happy to help you solve the problem and make sure you receive the correct product.