General questions
How do I find out the right size for collars, harnesses and co?
How do I find out the right size for collars, harnesses and co?
The sizes of our collars, leashes and harnesses can be found in the size chart. If you do not have a flexible measuring tape, then just take a string, put it loosely around the neck or around the chest (2-3 fingers behind the forelegs) and then hold the string to a ruler or a rule. So you see, which neck and chest circumference your animal has. If your pet is between two sizes, then choose the larger size.
What happens if my favorite article is sold out?
What happens if my favorite article is sold out?
If an article is sold out at times, we are very sorry. Please take a look at our other designs - maybe the right size is available here. Or check back the next day, we update our stocks regularly. Unfortunately, we can not provide information on when items and sizes will be in stock again.
Can I change my account information? (For registered customers)
Can I change my account information? (For registered customers)
Just log in to ""My Account"". Then you can easily edit any of your details. If you have not been on our website for a long time, please make sure that your details are up to date so that we can offer you the best possible service.
What happens if I can not log in? (For registered customers)
What happens if I can not log in? (For registered customers)
If you can not log in to your account, first compare your email address and password. Do you still agree with the information in the application? If you forgot your password, click on ""Forgotten password"" on the login page and enter your email address. We will send you a link to your mailbox, with which you can create a new password.
Orders & Purchases
How can I change or cancel my order?
How can I change or cancel my order?
We always strive to process your order as quickly as possible so that you enjoy your goods as quickly as possible. Therefore, it may happen that we can not change your order shortly after receiving the order. If you write us a change on the same day, we'll be happy to see what we can do.
How can I change or cancel my order?
How can I change or cancel my order?
We always strive to process your order as quickly as possible so that you enjoy your goods as quickly as possible. Therefore, it may happen that we can not change your order shortly after receiving the order. If you write us a change on the same day, we'll be happy to see what we can do.
How can I pay my order?
How can I pay my order?
You can conveniently pay via Visa, Mastercard, AMEX, Paypal, SOFORT, Apple Pay, Google Pay or bank transfer
How can I use my discount code?
How can I use my discount code?
Please enter your code in the box provided on the payment page. Then click on ""Redeem voucher"". If the code is not entered directly here, it can not be used for this order later. But of course with the next order, so be sure to keep the code.
Where do I see the order status?
Where do I see the order status?
You will receive an e-mail confirming your order receipt. You will receive another mail when your goods have been shipped. Here you will also find the shipment number.
Is my payment safe?
Is my payment safe?
Max & Molly uses standard SSL technology. This is a network protocol for secure transmission of data. This protocol is used to authenticate and encrypt Internet connections and moves between the application logs and the transport logs. This ensures that your name, address or card details are completely secure and can not be read by third parties.
I do not receive your emails. What can I do?
I do not receive your emails. What can I do?
Maybe our mail has landed in your spam folder. Control your spam folder and if you find our mail, move it to your inbox. To prevent this from happening again, add contact@max-molly.com and newsletter@max-molly.com to your address book. Maybe that was the solution to the problem. If you still do not receive our emails, please check the email address you provided when you signed up with us. You can change them by signing in to your Max & Molly account. If you still have problems, please contact us.
Returns & Exchange
Wrong or defective goods - what to do?
Wrong or defective goods - what to do?
Customer satisfaction is our highest goal. If we have made a mistake, please contact our customer service so we can solve the problem as soon as possible.
What is the address for returns?
What is the address for returns?
Werkstraße 8
24955 Harisslee
Logistics Service North e.K
c / o Max & Molly Urban Pets
If an item does not fit my dog / cat and I need another size, can I exchange it? How long do I have time for this?
If an item does not fit my dog / cat and I need another size, can I exchange it? How long do I have time for this?
If the item is clean and you remove all pet hair, you can send it back within 14 days after receiving it and we will send you the size of your wished one.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
Once we receive your returned item, processing typically takes 5-7 business days. Refunds will be issued to your original payment method, or the exchanged item will be shipped promptly.
Shipping & Tracking
With which parcel service do you deliver?
With which parcel service do you deliver?
Within and outside Germany, we deliver with DHL.
Do you offer expedited shipping?
Do you offer expedited shipping?
Yes, we offer expedited shipping options at checkout. Delivery times for these services are faster, typically within 1-3 business days after processing. Additional charges may apply.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
If your order hasn’t been processed yet, you can contact our support team to update your shipping address. Once the order is shipped, we’re unable to make changes.
