Orders and Payment

What payment methods do you accept?
Visa, Mastercard, American Express, Cartes Bancaires, PayPal, Apple Pay, Shop Pay and Klarna. All payments are processed securely; we never store your card details.

Can I change or cancel my order?
Contact us at animauxdirect@gmail.com as soon as possible. If your order has not yet been dispatched we will amend or cancel it. Once dispatched, you can still use your 14-day right of withdrawal after delivery.

Will I receive a confirmation?
Yes, immediately by email. If you cannot find it, check your spam folder.

Shipping and Delivery

Where do you deliver?
Metropolitan France only. We do not currently deliver to other countries, the DOM-TOM, or Monaco.

How long does delivery take?
Preparation takes 1–2 business days and transit 5–8 business days — 6 to 10 business days in total.

How much is delivery?
€4.99 for orders under €50. Free from €50.

Will I pay customs or import duties?
No. The price at checkout is the final price. No additional charges will be requested on delivery.

How do I track my parcel?
A tracking number is emailed to you at dispatch and becomes active within 24–48 hours.

Returns and Refunds

What is your return policy?
You have a legal right of withdrawal of 14 days from delivery, with no reason required. We also offer a 30-day commercial return window. Full details are on our Returns and Refunds page.

Do I have to keep the item in its original packaging?
Not for the legal 14-day withdrawal — you may open and inspect the product. For our extended 30-day commercial offer, the item must be unused and resaleable.

Who pays return shipping?
You do, if you simply change your mind. We do, if the item is defective, damaged or incorrect.

When will I be refunded?
Within 14 days of receiving your withdrawal notice, to your original payment method.

Products and Guarantees

Are your products guaranteed?
Yes. Every product carries the 2-year legal guarantee of conformity and the guarantee against hidden defects. These apply automatically to all items.

What if a product doesn't suit my animal?
Use your 14-day withdrawal right or our 30-day commercial return.

Are the supplements suitable for all animals?
Each product page states the species, weight range and dosage. Supplements are not medicines. If your animal is under veterinary treatment, is pregnant or has a health condition, consult your vet before use.

Privacy and Security

How is my data handled?
Only for processing your order and communicating with you. It is never sold. See our Privacy Policy for full details, including which providers we work with.

Is the site secure?
Yes, the site uses SSL encryption and payments are handled by PCI-compliant providers.

Contact

How do I reach you?
animauxdirect@gmail.com or +33 6 15 15 45 25, Monday to Friday 9:00–18:00 (CET). We reply within 48 business hours.

Do you have a physical shop?
No, we sell online only. Our registered address is not open to the public.