1.
How long do I have to return a product?

You have 14 calendar days from the date you receive your order to return any product for a full refund. This is your legal right under Belgian consumer protection law. To initiate a return, simply contact us at tommynkai@gmail.com within this period. You then have an additional 14 days to send
the product back to us.

2.
What condition does the product need to be in for a return?

Products must be returned in their original condition, unused, and in the original packaging with all tags and labels attached. You may open the packaging to inspect the product (just as you would in a physical
store), but the product itself should not show signs of use. Please note that certain items like perishable pet food, opened hygiene products (e.g., unsealed grooming tools, opened pet supplements), or personalized items cannot be returned for hygiene and safety reasons.

3.
Who pays for return shipping?

For returns within the 30-day withdrawal period, you are
responsible for the cost of returning the product to us unless the item is
defective or we sent you the wrong product. If the product is faulty or
incorrect, we will cover all return shipping costs and arrange collection. We
recommend using a tracked shipping service, as we cannot be held responsible
for items lost in transit during return shipment.

4.
How long does it take to receive my refund?

Once we receive your returned item, we will inspect it
within 2-3 business days. If the return is approved, we will process your
refund within 14 days of receiving the returned product. The refund will be
issued to your original payment method. Depending on your bank or payment
provider, it may take an additional 5-10 business days for the refund to appear
in your account. You will receive an email confirmation once the refund has
been processed.

5.
Can I exchange a product instead of returning it?

Currently, we do not offer direct exchanges. If you would
like a different size, color, or product, please return your original item for
a refund and place a new order for the item you want. This ensures you get your
preferred product as quickly as possible. If you received a defective or
incorrect item, please contact our customer service team at tommynkai@gmail.com,
and we will arrange a replacement or exchange immediately at no cost to you.

1.
How long will it take to receive my order?

For orders within Belgium/UK, standard shipping typically takes
2-4 business days after your order is processed, while express shipping takes
1-2 business days. Please note that processing time (usually 1 business day for
orders placed before 4:00 PM) is separate from shipping
time. So if you order on Monday before the cut-off, your package will likely
arrive by Thursday or Friday with standard shipping. You will receive a
tracking number via email once your order has been dispatched so you can
monitor its progress.

2.
Do you offer free shipping?

Yes! We offer free standard shipping on all orders in Europe. For North America, New Zealand and Australia, shipping costs are offered for all orders over
€50. For orders under this amount, standard
shipping costs of €12,00 are of application. During special promotions, we
may offer free shipping with no minimum purchase requirement – make sure to
subscribe to our newsletter to stay informed about these offers!

3.
Can I track my order?

Absolutely! Once your order ships, you will receive a
shipping confirmation email containing a tracking number and a direct link to
track your package in real-time. You can see exactly where your package is and
when it's expected to arrive. If you haven't received tracking information
within 24-48 hours of placing your order, please check your spam folder or
contact us at tommynkai@gmail.com and we'll look into it right away.

4.
What happens if I'm not home when the package arrives?

If you're not available to receive your delivery, the
courier will leave a notice with instructions. Typically, they will attempt
delivery 1-2 more times, or you can arrange to pick up your package at a nearby
collection point (such as a bpost point or pickup location). You'll receive a
notification with details on how to collect your package. If the package is not
collected within 7 days, it will be returned to us, and you may need
to pay for reshipping if you still want the order.

5.
Do you ship internationally?

Yes, we ship to all EU, North America, Australia and New Zealand
countries. International shipping
times vary by destination but typically range from 5-12 business days for EU
countries. Please note that international orders may be subject to customs
duties, import taxes, and fees imposed by your country, which are the
responsibility of the customer. Shipping costs for international orders are
calculated at checkout based on your location and the weight of your package.

1.
Where are your products made?

We carefully source our products from trusted manufacturers
and suppliers across Europe and internationally. Our selection includes
products made of quality items from select global partners. We prioritize working
with manufacturers who meet high standards for quality, safety, and ethical
production practices. Many of our premium brands are produced in Europe or outside Europe under
strict EU regulations.

2.
Are your products safe for my pet?

Absolutely! Pet safety is our top priority. All products
sold by TOMMY & KAI comply with European Union safety standards and
regulations for pet products. This includes compliance with REACH
(Registration, Evaluation, Authorization and Restriction of Chemicals) for any
chemical substances, EU regulations on pet food safety, and toy safety standards.
We only partner with manufacturers who provide safety certifications and
testing documentation. All pet food and treats meet EU animal nutrition
regulations, and toys are tested to ensure they are free from harmful
substances and choking hazards.

3.
Do you use sustainable or eco-friendly materials?

We are committed to offering more sustainable options for
environmentally conscious pet owners. Our collection includes products made
from eco-friendly materials such as recycled plastics, organic cotton, natural
rubber, bamboo, and sustainably sourced wood. We're continuously expanding our
range of biodegradable, recyclable, and sustainably produced pet supplies. Look
for the 'Eco-Friendly' badge on product pages to easily identify these items.
We also work with manufacturers who implement responsible production practices,
including reduced plastic packaging and carbon-neutral shipping where possible.

4.
How do you ensure product quality?

Quality control is essential to us. We personally test and
evaluate products before adding them to our catalog. We partner only with
manufacturers who have established quality management systems and can provide
product certifications (such as ISO certifications, GMP for pet food, or CE
marking where applicable). We also monitor customer feedback and reviews
closely – if a product doesn't meet our quality standards based on customer
experience, we discontinue it. Additionally, we conduct regular supplier audits
and maintain direct communication with our manufacturing partners to ensure
consistent quality across all products.

5.
Can I request custom or personalized pet products?

Yes! We offer a selection of customizable products including
personalized pet tags, custom-embroidered collars and leashes, engraved food
bowls, and personalized pet beds with your pet's name. These items are made to
order by our specialized manufacturing partners. Please note that personalized
products typically require [e.g., 5-7] additional business days for production
before shipping and cannot be returned unless they are defective or we made an
error in the customization. You can find our personalization options on
specific product pages, or contact us at [contact email] if you have a special
custom request and we'll do our best to accommodate it.