Shipping is carried out via Croatian Post, which means that once the parcel arrives in your country, it will be handled by your local postal service. Each order includes a tracking number so you can follow your shipment.

The shipping cost is clearly displayed before completing your order, and the customer is informed of the total amount prior to confirming the purchase.

Shipping to EU countries via Croatian Post is charged at a fixed rate of €13 🇪🇺
Shipping to UK via Croatian Post is charged at a fixed rate of €15 🇬🇧
(UK orders may be subject to import VAT, customs duties, and handling fees,
which are charged by UK customs and are the responsibility of the customer.)

Estimated delivery time from the moment the parcel is handed over to the shipping service is typically:
7–10 business days within the EU
7-14 days for the UK.
Deliveries to islands and remote areas may take longer.

Please note that all products are handmade, and production requires 1–3 business days, depending on order volume.

Products are carefully packaged to prevent damage during normal handling in transit. In case of visible damage to the parcel, the customer is required to notify the seller immediately.

The seller cannot influence delays caused by shipping providers but will do everything possible to ensure the parcel is delivered as quickly as possible. Delivery times may vary during holidays, non-working days, major sales periods, and other situations where delays may occur.

For any additional questions, please contact us at:
puppyssimo.pets@gmail.com
or via Instagram: @puppyssimo.official

Delivery

If you are not satisfied with the product you ordered, you may return it for a full refund, including the shipping cost, provided that the return conditions are met.

All returned products must be unused and in their original packaging.

The cost of returning products is borne by the customer with the local post office, except in cases of defective or incorrect items, where all costs are covered by Puppyssimo.

For returns of unused and unopened products, please contact us in advance at:
puppyssimo.pets@gmail.com or via Instagram.

Notes

Returns must be requested via email or through the contact form on our website.
Refunds are issued using the original payment method, meaning that once your return has been processed, the funds will be sent back to the account used for the purchase. Please note that, depending on your bank or payment provider, it may take up to 14 days for the refunded amount to appear in your account.

Refunds will be processed within the legally prescribed period of 14 days, after we receive the returned product.

When returning products, the customer is responsible for properly packaging the item(s) in a cardboard box to prevent damage during transport. If damage occurs due to inadequate packaging (e.g. items wrapped in paper or a bag), the return or exchange will not be accepted.

You must return the goods without undue delay, and no later than 14 days from the day you notify us of your withdrawal.

To be eligible for a return, the item must be in the same condition as received, unworn and/or unused, with tags and in its original packaging. Proof of purchase is also required.

Damages and Issues

In case of damage during delivery, incorrect items, or defective/damaged products, please contact us immediately via email at puppyssimo.pets@gmail.com or via the contact form on our website within 2 business days of receiving the shipment.

All complaints will be resolved as quickly as possible. In such cases, Puppyssimo covers all replacement costs.

Exceptions / Non-returnable Items

Certain types of items cannot be returned, such as custom-made or personalized products, unless they are defective or damaged.

Exchanges

The fastest way to ensure you get what you want is to request a return for the item you received and, once the return is approved, place a new order for the desired item, unless otherwise agreed with the Seller.

14-Day Right of Withdrawal (European Union)

The customer has the right to withdraw from a distance contract within 14 days of receiving the product, without providing a reason.

To exercise this right, the customer must send a written notice of withdrawal via email or contact form and return the product unused, undamaged, and in its original packaging.

The cost of returning the goods is borne by the customer, except in cases where the product is defective or the wrong item was delivered.

Once the Seller receives and inspects the returned product, a refund will be issued within 14 days.

Refunds

We will notify you once we have received and inspected your return, and inform you whether your refund has been approved.

If approved, the refund will be processed automatically to the original payment method within 10 business days.

Please note that it may take additional time for your bank or card provider to process the refund and make it visible in your account.

If more than 15 days have passed since your refund was approved and you have not received it, please contact us at:
puppyssimo.pets@gmail.com or via contact form on our website.

Returns & Refunds