FAQ - Frequently asked questions

If you have not received an order confirmation, please first check whether it has landed in your spam folder. You may also have made a typing error when entering your e-mail address. Please contact our customer service in this case.

Unfortunately, it is no longer possible to cancel or change an order once it has been placed.

Contact customer service immediately. If a change is still possible, we can change the address. If this is not the case, the package will be sent back to us. As this is an error on your part, we will have to refund your order. You can then place a new order with us. Create a SABRO customer account. Enter your details correctly once and they will be saved for your next order. This way, no more errors can occur.

We send the invoices by e-mail. You should have already received this before your goods were dispatched. If you no longer have the email, you can also view the invoice in your customer account under "Your orders" or contact our customer service team.

If you have a customer account with us, you can track your order via "My orders". If you have ordered as a guest, this is unfortunately not possible. Please contact our customer service team if you have any questions.

Please contact our customer service team in writing: [email protected]

Make sure that you have entered your e-mail address correctly and check your spam folder. If you can't find anything, please send an e-mail to [email protected]

We ship all orders within 1 - 2 after full payment. If everything goes smoothly on the way, your package should be with you within 3 working days - provided the item of your choice is in stock. You will find the relevant information directly under your ordered product. If you have ordered several items with different delivery times, please be patient. For reasons of sustainability, we will send your order together as soon as all items are available.

As soon as we have handed over your order to DHL, you will receive an e-mail from us informing you that your shipment is now on its way. You can find the tracking number directly in the email or in your customer account under "My orders".

Oh dear, we are very sorry about that! In such a case, please contact our customer service team directly. Let us know your order number and take a photo of the products and your parcel. To resolve your issue as quickly as possible, please send us this information by email to [email protected]. We will take care of a solution as soon as possible.

Contact customer service immediately. If a change is still possible, we can change the address. If this is not the case, the package will be sent back to us. As this is an error on your part, we will have to refund your order. You can then place a new order with us. Create a SABRO customer account. Enter your details correctly once and they will be saved for your next order. This way, no more errors can occur.

In most cases, a mistake has crept into your address. Please check your address details carefully and contact our customer service team.

No. We do not refund VAT for deliveries that were originally sent to a German delivery address and are later exported or taken by you to third countries such as Switzerland.

You have the right to cancel your contract within fourteen days without giving any reason. The withdrawal period is fourteen days from the day on which you or a third party named by you, who is not the carrier, has taken possession of the goods. To exercise your right of withdrawal, you must inform us of your decision by means of a clear statement. To comply with the withdrawal period, it is sufficient for you to send the notification of the exercise of the right of withdrawal before the expiry of the withdrawal period.

If you revoke this contract, including the delivery costs (with the exception of the additional costs resulting from the fact that you have chosen a different type of delivery than the cheapest standard delivery offered by us), immediately and at the latest within fourteen days from the day on which we receive notification of your revocation of this contract. For this repayment, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; under no circumstances will you be charged any fees for this repayment.

You must send the goods back to us with sufficient postage, we will not accept freight collect shipments.

In accordance with Section 312g (2) No. 1 BGB, there is no right of withdrawal for goods that have been manufactured according to customer specifications or are clearly tailored to the personal needs of the customer. This includes in particular individualized and personalized products that have been manufactured according to the customer's specifications. A return or exchange of these goods is therefore excluded, unless there is a defect within the meaning of the statutory warranty.

Yes, you can return your B-goods items if the item you have received does not meet your expectations.

Please follow the instructions at www.sabro.de/pages/retoure Returns "Other items".

The statutory withdrawal period applies to all B-goods items. Special regulations apply exclusively to A-goods items!

If you would like to return something, please follow the instructions at www.sabro.de/pages/retoure

Important information about your return:

• You can return your delivery within 14 days of receiving the goods
• Used, soiled or damaged goods are excluded from return
• The return costs are to be borne by the customer, freight collect parcels will not be accepted
• A direct exchange of a returned item is unfortunately not possible
• For the KUDDE dog bed we offer an extended right of withdrawal with payment of the shipping costs within Germany
• Free items purchased as part of a promotion or by subscribing to our newsletter will be charged if the minimum order value is not reached, unless they are returned with the order

If you have any questions or need help, please email us at [email protected].

The costs of the return shipment are to be borne by you as the customer. You can select a shipping service provider of your choice in your area.

EXCEPTION: You have purchased a KUDDE dog bed or have a justified complaint? In this case, we will cover the return costs within Germany. Please send us an e-mail to [email protected]. We will then send you a prepaid parcel stamp for the return shipment. Please contact us in advance, we cannot refund any prepaid postage costs! Shipments from abroad must always be franked by the customer!

You can find more information on this at: https://sabro.de/pages/retoure

Unfortunately this is not possible. After receiving and checking your return, we will refund the purchase price via the payment method you selected when ordering. If you would like a different item, please place a new order via the online store.

The processing of your return can take up to 10 days after receipt of the goods. Please be patient. As soon as we have processed and refunded your return, you will receive an invoice correction for your records. The refund will then be made using the same payment method as when you ordered the goods. Depending on the payment provider, this may take another 1-3 working days.

When returning free items for promotions such as 3-for-2, we reserve the right to reclaim or charge for the products if the number of products returned is less than the order value.

Your return will be thoroughly checked and cleaned by us. Goods that are as good as new and in their original packaging are put back into storage. All other items will be repaired, cleaned and sold as B-goods on a secondary market or donated, depending on their condition and the possibility of repair . Items that cannot be repaired due to severe damage or soiling are disposed of properly.

But the fact is that we do not immediately dispose of or destroy returned items like many other large companies, but instead ensure that they can be repaired or put to other good use in the interests of sustainability, provided their condition permits.

We offer an extended right of withdrawal for the KUDDE® dog bed so that your dog can test the dog bed in peace and quiet in its familiar surroundings.

If you and your dog are not satisfied with the KUDDE® dog bed, you have the option of returning it within 100 days of the delivery date and receiving a full refund of the purchase price paid, subject to the guarantee conditions. Returns within Germany are free of charge for you.

The extended right of return of 100 days exists in any case in addition to your statutory right of withdrawal and also leaves any warranty claims unaffected (see also our General Terms and Conditions). 

If you make use of your statutory right of withdrawal or if you declare the request for return within the statutory withdrawal period, the provisions on the consequences of exercising the statutory right of withdrawal shall apply in deviation from the above provisions.

The extended right of return applies once per customer. It does not apply if the customer indicates the intention to return the goods in order to subsequently take advantage of an order discount. In this case, the extended right of withdrawal and the associated extended return period of 100 days for the next order shall expire. Furthermore, the return costs in this case are to be borne by the customer in accordance with our generally applicable return conditions.

We want you to be satisfied with your KUDDE® dog bed for a long time. That's why we give you a 10-year guarantee on the dimensional stability of the mattress core. The guarantee does not apply if the foam core is damaged due to external influences or incorrect use (e.g. scratching, biting, excessive weight for the selected size, etc.).

German law applies to our guarantee. The scope of the guarantee is limited to EU countries and Switzerland. The dealer's statutory warranty remains unaffected. The guarantee period begins from the date of delivery. Proof of purchase is required as proof of guarantee.

To claim your warranty, please send us pictures of the defective core, together with an invoice or order confirmation, as proof of purchase to[email protected]. We will review your request and get back to you within 14 days.

Excluded from the warranty are defects caused by improper use, i.e. cuts, cracks, nicks, scratches and heavy soiling caused by the customer after delivery. Furthermore, the guarantee does not cover incidental or consequential damage and therefore does not apply to damage caused by incorrect handling or care. The guarantee does not apply if the KUDDE® dog bed was chosen too small for the weight and size of the dog. You can find our size recommendations under "The right size" on the KUDDE product page.

If a KUDDE® that has already been returned has one or more of the above-mentioned warranty exclusion defects, we reserve the right to charge a disposal fee of up to 30.00 EUR.

The warranty only applies to private use and indoor use. The guarantee does not apply if products have been used outdoors or in a damp environment. Mold growth is excluded from the guarantee. The repair or replacement of the defective product does not trigger a new warranty period.

At their core, both beds are the same, differing only in the chosen cover. Both the artificial leather and the suede look are super easy to clean and dirt and moisture repellent. To prevent your dog from cooling down on the artificial leather, we recommend that you always use an insert or a cover. That's why we always give you a free Hygge Pad with every order when you buy a KUDDE® dog bed with faux leather. Our suede look comes all on its own. You can of course order an insert or cover if required, but we do not include the Hygge Pad free of charge. 

Due to the inconspicuous and robust material, we like to recommend the suede look for scrapers and diggers.

Our foam cores are made from mattress-quality cold foam and are Oeko-Tex Standard 100 certified. The cores are manufactured in Germany and are odorless. Because we are convinced of the stability of the core, we offer a 10-year guarantee on both variants. The guarantee does not apply if the foam core is damaged due to external influences or incorrect use (e.g. scratching, biting, excessive weight for the selected size, etc.).

The special foam is additionally refined with memory visco foam in the lying surface. This foam reacts to body heat and adapts to the shape of your dog's bed. This allows your dog to lie completely pressure-relieved. This foam is particularly useful for older dogs and those with back problems, HD, osteoarthritis or similar. 

Tip: If you have a standard foam at home and would like to offer your gray snout even more comfort, we recommend combining it with our Moomin insert.

The underside of the cover consists of a woven fabric (similar to upholstered furniture). This must be made of air-permeable material so that the air can escape from the foam core. Otherwise the KUDDE would be rock hard. The fabric also provides the necessary ventilation for the core.

We always recommend using a dimensionally stable insert or cover with the KUDDE artificial leather dog bed. Many dogs tend to scratch in the bed. An insert or cover reduces the pressure or tension on the seams and protects the lying surface of the dog bed. Drying out and the resulting cracking is also prevented by avoiding moisture on the artificial leather. This is why a matching Hygge Pad is always included as original equipment when purchasing a KUDDE dog bed with imitation leather cover.

Yes, you can fit your KUDDE with a new cover at any time. The artificial leather, suede-look or protective cover always serves as the basis. If you order a fabric cover for your KUDDE, you simply pull it over the existing cover. If you order a new faux leather cover, you must first remove the old cover. All covers can therefore be combined.

You receive the KUDDE sustainably packaged in individual parts so that we save CO2 per package. It is modular so that you can buy other covers or inserts in a few years' time.

No, unfortunately we cannot offer custom-made products due to the permanent capacity utilization of our production.

No. The igloo is an additional item to the KUDDE dog bed. Please add the KUDDE dog bed separately to your shopping cart if you do not already have one at home. Only the KUDDE gives the igloo the necessary stability.

All sizes are compatible with those of the KUDDE dog bed: if you have a KUDDE in L, for example, you must also order the igloo in size L.

Yes, you can reorder the covers yourself in our online store. If a bar is defective, please contact our customer service team in writing and let us know which size and how many replacements you need. We will then inform you individually about the costs and order processing.

The Moomin inlay is a suitable inlay for the KUDDE dog bed. The Jokkmokk mat is a stand-alone sleeping area. Both mats have the same structure, although the Moomin insert is approx. 3 cm thick (so it is only suitable as an insert) and the Jokkmokk is approx. 5 cm thick and therefore provides better protection against the cold floor. Both mats have a visco-foam core, a protective cover and the fabric cover of your choice.

Our Moomin inserts are all essentially the same. The only difference is the fabric cover you choose. We have temperature-regulating all-season covers such as our Alltid and cozier variants such as Mynki. Which insert you choose is entirely up to you. You can reorder all covers individually and adapt your mat flexibly to all seasons and needs.

B-goods items are products that may have slight deviations from new goods. These include, for example

• Minor visual defects such as discoloration or minimal scratches
• Slight signs of wear
• Damaged or missing original packaging
• Returns from previous orders

All B-goods items are carefully checked before sale to ensure that they are fully functional and offer the same performance and comfort as new goods. The above-mentioned deviations do not constitute grounds for complaint as long as the functionality and durability of the products are not impaired.

If the item you have received does not meet your expectations, you can return the B-goods items as usual within the 14-day period. Please follow the instructions at www.sabro.de/pages/retoure Returns "Other items".

The statutory withdrawal period applies to all B-goods items. Special regulations apply exclusively to A-goods items!

Please take note of our promotions and discounts before placing your order:

• Discounts and promotions cannot be combined. You can only redeem one discount code (e.g. shipping or product discount) per order. A combination with current promotions is not always possible - ask our customer service if you are unsure.

• Discount codes for discounts or free products must be entered directly when ordering. If you forget to enter a code, it cannot be applied retrospectively. If you have any difficulties redeeming your discount code or have any other questions about it, please contact our customer service team before placing your order.

• Our promotions are only valid within the specified period and cannot be applied retrospectively to orders already placed or placed at a later date. Please understand that we want to remain fair to all customers and therefore cannot make any exceptions.

All free rewards must be selected manually by the customer in the shopping cart when ordering - the items are not automatically added to the shopping cart!

All rewards are subject to a minimum order value. If this is not reached due to returns or similar and the free item is not returned, we reserve the right to charge for the item in full and deduct it from the refund.

With our 3 for 2 promotion, you will receive the cheapest item in your shopping cart for free when you buy 3 items. If the condition is no longer met due to returns or similar, we reserve the right to deduct the purchase price of the gifted item from the refund.

Please note that the discount only applies to the simultaneous purchase of two dog beds and cannot be applied retrospectively.

If you have used the discount code KUDDE50 and return one of the two KUDDE dog beds, the basis for the promotion no longer applies. In this case, the discount granted will be subsequently canceled and the regular price for the remaining KUDDE will be charged. The refund will be adjusted accordingly.