Frequently asked Questions

Logo Frequently Asked Questions

NEED HELP ?

Let us guide you and find your answer quickly.

Follow these steps to order:

  1. To begin, you must choose the item (s) you want. You can use the search bar, or search through the menu with the topics relaxation, tableware, fashion, fun, delicatessen, beauty, enrichment or positive education.
  2. To add the article, click on "I buy it" that appears when you hover over the add button. Choose the size, quantity and press "I buy it" to add it to the cart. For more information about the product, click on the product. Choose the size, quantity and press "I buy it" to add it to the cart.
  3. When your basket contains all the selected items, you can place an order. Click on "basket", top right or bottom left. Check that all your items are in your basket. Then, click on "proceed to payment".
  4. You must indicate the information necessary for the proper routing of your order. You do not need to open an account to place an order, then click "Continue to Delivery".
  5. Choose your delivery method. Then click on "switch to payment".
  6. Fill in the promotional codes you want to use, if you have any. Choose your payment method Then, click on "pay my order".

Congratulations, you have successfully placed your order! You will receive a confirmation email in a few minutes.

To place an order you do not have to create an account, you can do it as a guest.

You have the possibility to create an account to benefit from the best possible experience.

I DO NOT HAVE AN ACCOUNT

When we receive our email notifications, you can follow the progress of your order step by step.

I have an account

Click on " Log in And connect.

You will be able to access your latest orders and their progress.

It is not possible to modify your order, but you can cancel it, in a very short time, by contacting our Customer Supportonly if the shipment has not taken place.

If your order is still under preparation, we will endeavor to comply with your request. In case of possible cancellation, you will not be charged.

I DO NOT HAVE AN ACCOUNT

You have received an email confirmation of your order in which it is indicated a summary and access to your order tracking.

I have an account

  1. Log in to your personal account via " Log in »;
  2. Click on the "My orders" section.

Your item is defective, your order is wrong, or there was a technical problem: contact our Customer Support.

For any defective product or package, please attach photos to your email to allow our Customer Support to answer you the best.

PROMOTIONAL CODE

It must be registered when paying for your basket.

GIFT CARD OR PURCHASE

Payment by gift card or voucher is not yet available.

For information: the payment by gift check is not accepted.

We regularly replenish our stocks and we invite you to visit our site later to check if your item is available again.

Do not hesitate to share with us Customer Support of your need.

If you do not empty your caches from your Internet browser, your cart will remain active. It will, however, be updated depending on the availability of the product (s).

There are two reasons for this:

  • out of stock ;
  • a refusal of payment;

In case of out of stock, we will unfortunately not be able to satisfy your request in the immediate future, nor will you confirm a date of replenishment.

In case of refusal of payment, we advise you to check the validity date of your card and to get closer to your bank.

The basket is active for a duration of 3 days.

The General Terms and Conditions of Sale are available under the heading " Legal Notices referenced at the bottom of each page by means of a clickable link.

To know our quality expertise, you can consult the heading " Quality expertise referenced at the bottom of each page by means of a clickable link.

In order to search for a product, you can access the general menu by using existing tabs to filter your search. You can also do a free search by clicking directly on the magnifying glass shown at the top right of your screen.

If you can not find an article, it is because it is no longer available for sale.

A size guide is available on the selected product sheet. Click on the " Size guide "General for more information.

An available product is necessarily a commandable product, otherwise it is impossible to add it to the basket.

Any warranty of a product is provided by its manufacturer. Contact him to know the warranty of the requested product.

We offer many tailor-made customization services.

To know our quality expertise, you can consult the heading " Quality expertise referenced at the bottom of each page by means of a clickable link.

Our service is among the highest for the greatest satisfaction of our customers, who seeks in a range of exceptional products a different and unique product for their pets. This element guides every decision we make.

We offer you, with a demanding quality approach, the highest standards of quality and style. A clean design choice and five-star quality, with the support of veterinarians, for the well-being of your fur babies.

For the rules of payment, you can consult the heading " Secure 100% Payment referenced at the bottom of each page by means of a clickable link.

A bank authorization request is made to your bank when placing your order online. In order to make the payment due, you will be asked to provide the number of your card, the date of expiry thereof accompanied by the visual cryptogram consisting of three numbers, located on the back of your card. In case of refusal from your bank, the order will unfortunately not succeed and you will have to reorder.

Your invoice will be sent to you by email as soon as your order is validated.

No customs duty for delivery outside the European Union is included in the sale price: the customs duty is to be paid by the customer upon delivery. Taxes are automatically calculated and included in the final price of your order, except for delivery outside the European Union.

For a shipment of your order outside the European Union, you may be responsible for import duties and taxes on your order depending on the country in which you reside. Unfortunately, we have no control over these charges or delays and can not predict what they may be. You can contact your customs office for more information. FURST can not be held responsible for any action and / or costs and / or taxes and / or delays due to the customs over which it has no control or authority.

The payment of your order can not be made in several times.

Orders can be paid by credit card with credit card, e-credit card, Visa, Visa Electron, Mastercard, American Express, International Diners Club, Discover, JCB, UnionPay, Bancontact, Maestro and Paypal.

Payment by bank transfer is possible, at the discretion of the Customer Support.

Payment by gift card or voucher is not yet available.

For information: the payment by gift check is not accepted.

It is not possible to pay on delivery. Payment is exclusively made when ordering online.

Any delivery dispatched outside the European Union automatically benefits from tax-free of -20% applied immediately at the checkout.

We place great importance on the security of your banking data.

FURST is committed to using encrypted and secure modes of transmission and payments among the most advanced of current technology. No information relating to your payment is kept at FURST.

For this, we use several systems that allow the security and simplification of your payments.

We use SSL (Secure Socket Layer) technology to guarantee the full security of transactions made on our site. This allows us to encrypt your personal data so that it is unreadable.

Also, we have implemented authentication by 3D Secure. It allows you to verify your identity when you buy online card, depending on the banking system of your card.

After completing the necessary information for payment, a confirmation page will be displayed.

This is the confirmation that your payment has been taken into account.

You will also receive an order confirmation at the email address entered during your purchase.

From the confirmation of your order, your account will be debited, 1 to 2 days after your payment depending on your bank and holidays.

For delivery terms, you can consult the section " Shipping & Returns referenced at the bottom of each page by means of a clickable link.

We deliver in more than 70 countries including France overseas.

For shipping outside the European Union, a tax-free of -20% is applied and deducted automatically from the price of the order, during the checkout. Customs duties remain your responsibility.

EUROPEAN UNION Metropolitan France
Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Croatia, Estonia, Finland, Germany, Greece, Hungary, Ireland, Italy, Lithuania, Latvia, Luxembourg, Malta, Poland, Portugal, Romania, Spain, United Kingdom United Kingdom, Slovakia, Slovenia, Sweden
INTERNATIONAL EUROPEAN CONTINENT Monaco, Switzerland, Andorra, Norway, Iceland, Liechtenstein, San Marino, Gibraltar
AMERICAN CONTINENTS United States, Canada, Mexico, Argentina, Brazil
ASIAN CONTINENT Israel, Russian Federation, India, Singapore, China, Taiwan, Hong Kong, Thailand, South Korea, Japan, United Arab Emirates, Kuwait, Saudi Arabia, Oman, Qatar, Bahrain
OCEANIC CONTINENT Australia, New Zealand
AFRICAN CONTINENT South Africa
FRANCE OVERSEAS Guadeloupe, Guyana, Reunion, Martinique, New Caledonia, French Polynesia, St. Barthelemy, St. Martin, St. Pierre and Miquelon, Wallis and Futuna

You can view our delivery terms using the " Shipping & Returns referenced at the bottom of each page by means of a clickable link.

DATE OF YOUR ORDER SHIPPING
from Monday to Friday before noon 12am, Paris CET * the same day
after noon 12am, Paris CET next business day
during a holiday
Saturday or Sunday the following Monday *
* except public holidays

Orders containing bulky or exceptional items are subject to a specific transport, for which we reserve the choice of carrier. In this case, except in cases of force majeure, these are usually dispatched within 2 working days after receipt of your payment.

We invite you to group your purchases in one order: we can not group separate orders. In this case, shipping charges apply for each of them.

For home delivery, we offer delivery methods "PREMIUM" in classical and "PRIORITY" in express.

The mode "PICKUP" relay point is also available for a majority of European Union territories.

METROPOLITAN FRANCE EUROPEAN UNION INTERNATIONAL
PREMIUM 48h 2 to 7 working days * 4 to 11 working days *
PRIORITY next day before 13h or 18h 1 working day 1 to 5 working days *
PICK UP 48h 2 to 7 working days * UNAVAILABLE
* according to the destination

A confirmation of shipment will be systematically sent to you by email with a tracking number of your package.

For all orders outside the European Union, customs duties may apply and are your responsibility.

You can make an estimation of your shipping cost after adding your product to the cart, by accessing the following link at recap of your basket.

Eligible delivery locations are: hotels, workplaces, holiday homes and hospitals.

No customs duty for delivery outside the European Union is included in the sale price: the customs duty is to be paid by the customer upon delivery. Taxes are automatically calculated and included in the final price of your order, except for delivery outside the European Union.

For a shipment of your order outside the European Union, you may be responsible for import duties and taxes on your order depending on the country in which you reside. Unfortunately, we have no control over these charges or delays and can not predict what they may be. You can contact your customs office for more information. FURST can not be held responsible for any action and / or costs and / or taxes and / or delays due to the customs over which it has no control or authority.

The change of delivery address after validation of your order is not possible, unless you have made the request in advance with our Customer Support and that he is accepted.

Anyone present at the exact address indicated during the order can receive against signature your package. No delivery to an address other than that indicated on the delivery label will be made (example: neighbor or relay point).

Remember to have your work delivered to your place of work if you are out of your home during delivery times.

The change of delivery address after validation of your order is not possible, unless you have made the request in advance with our Customer Support and that he is accepted.

PO boxes are not eligible for delivery.

You can follow the progress of the preparation and delivery of your order by logging into your personal space or by receiving our email notifications to follow step by step the progress of your order.

In case of absence, you will receive a notification of passage and your parcel will be deposited at the nearest collection point, so that you can pick it up.

The General Conditions of Delivery are available under the heading " Legal Notices referenced at the bottom of each page by means of a clickable link.

To find out how to return, you can consult the section « Shipping & Returns referenced at the bottom of each page by means of a clickable link.

If your order is incomplete or different from what you have purchased, please contact our Customer Support in the 30 days following its reception: we will find a solution together as soon as possible.

To make an exchange, we invite you to:

  1. We return the unwanted product so we can proceed with the refund;
  2. Place a new order for the desired product as a replacement.

If you are located in the European Union, we offer a full refund on returned items. Unfortunately, you will have to pay the cost of return yourself. As long as the product is in the same condition as that in which it was sent, you will receive a full refund.

This grace period expires 14 days after receipt of the product.

Prior to any return, you must inform our Customer Support.

A product order, which in one way or another have been customized or made for you to order or order, can not be canceled.

To return an unwanted gift, contact our Customer Support for us to organize the return.

The refund will be made from the person who made the purchase on the method of payment used during the purchase. No refund can be made to the recipient of the gift.

Prior to any return, you must prevent our Customer Support for us to organize the return. Any return organized by you, without prior notice, is at your own risk.

The content of your order is not modifiable. To change your delivery address or cancel your order, contact our Customer Support.

If your order is still under preparation, we will endeavor to comply with your request. In case of possible cancellation, you will not be charged.

If your order has reached you damaged, refuse it, immediately issue all detailed handwritten reserves concerning the anomaly detected with the carrier then immediately contact our Customer Support following receipt: we will find a solution together in the shortest possible time.

We are happy to offer you the refund of your unwanted products, returned in accordance with our returns policy. You will be notified by email as soon as your refund is issued and will see the mention "Refunded" appear in front of the refunded product. We will refund the total amount of the product according to the original method of payment of the purchase.

The refund can only be requested by the person who placed the order and will be made on the original method of payment. It can be processed under 15 business days by your bank. This period varies depending on the issuer of the settlement and we are unfortunately unable to influence this delay.

You will receive an email confirming the receipt of your return. Your refund will appear within 14 working days maximum.

This is not possible because you have proof of purchase FURST.

If you are located in the European Union, we offer a full refund on returned items. Unfortunately, you will have to pay the cost of return yourself. As long as the product is in the same condition as that in which it was sent, you will receive a full refund.

This grace period expires 14 days after receipt of the product.

Prior to any return, you must inform our Customer Support.

A product order, which in one way or another have been customized or made for you to order or order, can not be canceled.

The refund of your return is triggered upon receipt and verification of the goods by our Return Service.

The refund period does not exceed 14 days from receipt of your package.

You have 14 days to change your mind about buying in the European Union.

Returns are accepted if the products are returned:

  • in their original packaging
  • complete (accessories, instructions, etc.),
  • in perfect condition, unused
  • unwashed
  • not damaged
  • unworn
  • unopened for Beauty products
  • accompanied by the return slip

In the case of an omission of your password, we invite you to reset it on your personal space. Click on " Forgot your password? And an email will be sent to reset your password.

You can modify all your personal information in your personal space in the "My information" section.

Click on " Log in At the top of your computer screen or via the menu on your tablet or mobile.

To create an account, click on " Register At the top of your computer screen or through the menu on your tablet or mobile, then follow the instructions.

Click on " Log in At the top of your computer screen or via the menu on your tablet or mobile, and fill in your login credentials.

We invite you to consult our « Privacy policy referenced at the bottom of each page by means of a clickable link.

You can unsubscribe from any communication received via the appropriate link.

To know our quality expertise, you can consult the heading " Quality expertise referenced at the bottom of each page by means of a clickable link.

Our service is among the highest for the greatest satisfaction of our customers, who seeks in a range of exceptional products a different and unique product for their pets. This element guides every decision we make.

We offer you, with a demanding quality approach, the highest standards of quality and style. A clean design choice and five-star quality, with the support of veterinarians, for the well-being of your fur babies.

We invite you to read our commitments for a " Responsible approach Referenced at the bottom of each page by means of a clickable link.

We invite you to consult our « Privacy policy referenced at the bottom of each page by means of a clickable link.

FURST pays special attention to the accessibility of people with disabilities. We invite you to refer to our commitments for digital accessibility via the section " Accessibility referenced at the bottom of each page by means of a clickable link.

The founders wanted to launch their concept store with international ambitions, so they had to find a name related to the canines and felines, while addressing the greatest number.

The word "fur" in English, for "fur" in French, resonates like the merger of the two species, with the ambition to link the whole with a first class offer ... hence the name of FURST !

FÜRST, which means "prince" in German, is born!

FURST is based in Paris, in the 7ème arrondissement, at the foot of the Eiffel Tower and the famous Champ de Mars park.

You think that the traditional offer does not correspond to your level of requirement, of well-being for your animal and does not answer your needs and your tastes?

This is exactly what happened to our founders, who were very frustrated by the low-end, cheap, non-respectful offerings of animals and the planet.

So they decided to launch FURST, to refresh the lifestyle of pets, with a promise for demanding owners of dogs and cats looking for innovative ideas and wanting to find the best for their pet, to make themselves pleasure, to please them and reflecting the values ​​and ideals of their lifestyle.

Can not find your answer? Contact us using the heading " Contact us referenced at the bottom of each page by means of a clickable link.

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