Returns & Exchanges

Return Policy (At a Glance)

Tip: Keep your packaging until you’re sure you’ll keep the item.

How to Start a Return

1. Go to our Contact Us page or email support@boboandthefox.com with your order number and item(s) you’d like to return.
2. We’ll reply with return instructions and the return address (and, if applicable, a prepaid label).
3. Pack the item securely and include your order number inside the parcel.
4. Drop off with the instructed carrier. We’ll notify you when your return is received and inspected.

For Greater Lisbon, we can help schedule a courier pickup on request (subject to availability and fee).

Exchanges

Want a different size or colour? Contact us and we’ll reserve the right item if in stock. We’ll ship the exchange after we receive and inspect your return.

Refunds

Once your return is approved, refunds are issued to the original payment method. Please allow 3–5 business days after we process the return for your bank to post the credit.

Eligibility & Condition

• Items must be unused, unwashed, and in original packaging with all tags attached.
• Please try collars/harnesses on indoors and keep tags attached until you’re sure.
• For hygiene reasons, bowls and grooming items must be unused to be eligible.
• Personalised products, gift cards, and final-sale items are not returnable unless faulty.

Return Shipping Fees

For standard returns, the customer is responsible for return shipping. If the item is faulty or we made a mistake, we’ll cover the return cost.

Original shipping fees (including Uber Delivery) are non-refundable unless the return is due to a fault or error on our side.

Damaged / Faulty Items

We’re sorry! Please contact us within 7 days of delivery with photos of the issue and your order number. We’ll arrange a replacement or refund as quickly as possible.