terms & conditions​

Terms & conditions


All items are handmade, so keep in mind that sometimes you have to wait a little longer. We strive to ship your order within 1-5 business days. The items that are not handmade should be shipped in 1-2 business days. Please note, during busy periods the processing time may be longer. We understand that sometimes you just cannot wait to receive our accessories. If you require your accessories quickly then please get in touch and we will see what we can do. It’s very important that you remember all Floofs and Cookies items are handmade this means size, colour and shape may vary slightly.


We strive to ship your order within 1-5 business days. Floofs and Cookies is not liable for loss or damage of items during shipment. No compensation or refund can be claimed by the customer.

Right of withdrawal:

When purchasing items, the customer has the right to cancel the agreement without giving any reason during 14 calendar days. This cooling-off period starts on the day following on the day of receipt of the ordered items. During the reflection period, the customer will handle the articles and packaging carefully. The cooling-off period expires 14 calendar days after the day on which the customer or a third party appointed by the customer, who is not the carrier, physically receives the first item. If the customer makes use of the right of withdrawal, he will return the items with all accessoires and in the original condition and packaging, to Floofs and Cookies details are exchanged by mail according to the reasonable and clear instructions provided. If the customer uses his right of withdrawal, the costs of the return are at his expense. If the items are received in unused and good condition, Floofs and Cookies will refund the order with exception of the shipping costs, within 14 days after receipt of the return using the same payment method than the customer used for the original transaction, unless agreed otherwise. Please note: Personalized/customized items can not be returned!

Not happy with your order:

Does the order not meet your expectations? Send an email to floofsandcookies@gmail.com and we’ll see what we can do for you. The complaint must be fully and clearly described. Complaints are handled within the period of 8 calendar days from the date of receipt, with an appropriate proposal. Floofs and Cookies is not liable for damage to items that was obtained through the incorrect use of the articles.

Force majeure situations:

In case of force majeure, it is possible that obligations to the customer are not fulfilled. This will be reported as soon as possible. As soon as the force majeure situation is over, the promises are immediately fulfilled. If you do not agree with the possible waiting time or proposed adjustments, you can cancel the order and any payments will be refunded within 14 calendar days.


Prices shown against the products do not include the cost of postage and packing, but this is shown in the checkout process. 


Orders can be picked up and paid at our address Laan van Vredestein 160 The Hague. All other orders can be paid with Klarna, ideal, visa or mastercard. Would you like to pay after receiving the order? You can choose for ”klarna” in the countries klarna is offered. Only 1 discount code may be applied per transaction.


Floofs and Cookies cannot be held liable for the breakdown of products, including dog toys. Keep an eye on your dog at all times while playing. Or wearing our accessoires. Floofs and Cookies cannot be held liable for health problems that arise in the dog while using or consuming products purchased from Floofs and Cookies. Floofs and cookies will do its utmost to make all ingredients of a product visible on the webshop.

Floofs and Cookies items are accessory items only. Floofs and Cookies assume no liability. The use of the product and safety of the pet and handler is completely at the purchasers and/or user’s discretion and responsibility. To the fullest extent permitted by applicable law, Floofs and Cookies disclaim all warranties, express or implied, as to the accuracy of the information contained in any of the materials on this website and will accept no liability for any loss or damage arising as a result of problems with access. Floofs and Cookies shall not be liable to any person for any loss or damage, which may arise.


Our logo, company name, photos on the site and social media are our property and may not be used or copied without our permission.


All our customers personal information is stored in our secure, non-public database and is used exclusively for billing and delivery of placed orders. This personal information is not passed on to third parties. Do you want your data to be deleted? Let us know via floofsandcookies@gmail.com

KVK Number: 78637384
We reserve the right to alter these terms and conditions from time to time by posting new terms and conditions on this website.
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