Answer questions
Answer questions
General
Where are your products manufactured?
Where are your products manufactured?
xxx
Where can I find Stilhütte products in other cities?
Where can I find Stilhütte products in other cities?
xxx
What material is used and how do I best care for it?
What material is used and how do I best care for it?
We use high-quality Biothane and Paracord for our products, as well as sturdy carabiners and fittings made of solid brass or stainless steel.
Biothane is particularly robust, waterproof, and durable. It does not absorb moisture and is easy to clean.
Paracord is tear-resistant, lightweight and pleasantly soft, making it very comfortable to wear.
Care instructions:
Our products can be washed at 30 degrees on a gentle cycle. Please be sure to use a laundry bag.
Then let it air dry and do not place it on the radiator or in the dryer.
This way, the collar and leash will stay beautiful and ready for use for a long time 🐶💛
Are there any dealer discounts?
Are there any dealer discounts?
Yes. Retailers can register as B2B customers and purchase from us at retailer rates.
If you have any questions or are interested, please contact us at info@stilhuette.de .
Where is the shop located and what are the opening hours?
Where is the shop located and what are the opening hours?
Opening hours in Bremen Borgfeld
Monday - Friday:
10am to 1pm + 3pm to 6pm
Saturday:
10 a.m. to 1 p.m.
Borgfelder Heerstr. 37
28357 Bremen
How can I pay in the store?
How can I pay in the store?
You can pay with cash or card.
Can I bring my dog into the store?
Can I bring my dog into the store?
Yes, of course.
Can my dog try on the products in the store?
Can my dog try on the products in the store?
Yes, the items can be tried on.
How do I find the right size for my dog?
How do I find the right size for my dog?
We measure the collars lengthwise while they are lying flat. The size specifications refer to the first and last holes of the collar.
XXS (21-31cm) Biothane 13mm
XS (25-35cm) Biothane 13mm
S (31–41 cm) Biothane 16 mm
M (38–48 cm) Biothane 19 mm
M+ (43-54cm) Biothane 25mm
L (46–57 cm) Biothane 25 mm
XL (50-62cm) Biothane 25mm
The best way to determine the correct size is to place your existing collar next to a measuring tape or a ruler.
What do I do if my size falls between two sizes?
What do I do if my size falls between two sizes?
Since our products are handmade on-site, custom sizes are always possible. We do our best to accommodate all individual size requests.
Feel free to contact us at info@stilhuette.de .
I have a question that hasn't been answered here – what should I do?
I have a question that hasn't been answered here – what should I do?
Feel free to write to us anytime at info@stilhuette.de – we will be happy to help you personally.
Orders
I received the wrong product/package or a product is missing?
I received the wrong product/package or a product is missing?
Please contact us and we will take care of correcting your order as quickly as possible.
Can I cancel my order?
Can I cancel my order?
Yes, within 14 days.
Can I personalize my order?
Can I personalize my order?
Yes. Special requests regarding colors and sizes are possible.
In the online shop you also have the option of purchasing a nameplate with name and telephone number.
For individual requests, please send us a message before or after placing your order.
Returns & Refunds
Can I return my order?
Can I return my order?
Yes. If the error is on our part, we will of course cover the return shipping costs.
If you return an item for any other reason, you will have to pay the return shipping costs yourself.
Please note that personalized products are excluded from exchange and return.
Once we receive the return, we will take care of everything else as quickly as possible.
Can I exchange an item?
Can I exchange an item?
Yes, please contact our customer support for this.
What applies to personalized products or special orders?
What applies to personalized products or special orders?
Personalized products and custom-made items are excluded from exchange and return, as they are individually manufactured according to your wishes.
Should there be an error on our side, we will of course find a solution together.
When will I receive my refund?
When will I receive my refund?
After inspection of the goods, at the latest after 14 days.
What are the return policies?
What are the return policies?
The item must be in perfect condition and the original packaging must still be present.
shipping
Which countries do you deliver to?
Which countries do you deliver to?
XXX
How long does delivery take?
How long does delivery take?
Since all our products are handmade, the production time is usually about 3-5 working days.
Your order will then be handed over to DHL. Delivery time within Germany is usually 2-4 business days, within the EU 2-8 business days, and internationally 6-14 business days.
Can I track my order?
Can I track my order?
Yes, as soon as your order has been shipped you will receive your tracking number.
What happens if I'm not at home when my order arrives?
What happens if I'm not at home when my order arrives?
DHL will try again on another day or give the package to your neighbor.
My shipment could not be delivered. What now?
My shipment could not be delivered. What now?
Please check your shipping address again, otherwise please contact us.
Can I pick up my order in Bremen?
Can I pick up my order in Bremen?
Yes, please contact us for this.
Shipping & transport costs
Shipping & transport costs
Standard shipping:
Germany 4,95€
Belgium 14,95€
France 14,95€
Italy 14,95€
Luxembourg 14,95€
Netherlands 14,95€
Sweden 14,95€
Switzerland 26,90€
USA 26,90€
Other countries on request!
Special information for shipping abroad:
For deliveries abroad, customs duties, taxes and fees may apply which are not included in the total price displayed and which we reserve the right to charge an additional fee.
Payment & Vouchers
What payment methods does Stilhütte offer?
What payment methods does Stilhütte offer?
We accept all common payment methods.
- PayPal
- Klarna
- Credit card
- Apple Pay
- Google Pay
and much more.
Where can I find my invoice?
Where can I find my invoice?
You will receive your invoice by email. If you need it again, please contact us.
How does an online voucher work?
How does an online voucher work?
You must enter the code at the checkout before paying.
My discount code doesn't work?
My discount code doesn't work?
Please contact our customer support team.
Is it possible to combine several voucher and discount codes?
Is it possible to combine several voucher and discount codes?
Please contact our customer support team for this.
Technical problems
Opening a coustomer account
Opening a coustomer account
To do this, simply click on the "people icon" in the top left corner of the header, where you can create your customer account.
delete a customer account
delete a customer account
Please write us a message for this.
Forgot your password? / I can't log in to my customer account.
Forgot your password? / I can't log in to my customer account.
To do this, simply click on "Forgot password" when logging in. You will then receive an email where you can create a new password.
Here you can find our products
Location 1
Sample Street 1
12345 Sample City
Location 2
Example route 2
54321 Example City