Frequently asked.
A few useful answers for the walks, orders and details that matter.
How do I choose the right size?
Use the size guide shown on the relevant product page and measure your dog before ordering. If you’re between sizes or unsure, contact us and we’ll help you choose.
How much is shipping in Spain?
Standard shipping within Spain is €4.99 for orders under €39. Orders of €39 or more ship free.
Where does Them ship?
We ship to selected destinations in Spain, across the EU and internationally. Available shipping services, charges and delivery estimates are shown at checkout based on your location.
For more detail, visit Shipping & Returns.
How can I track my order?
Once your order has been dispatched, we’ll send the available tracking information by email. You can also review your order status from your account.
Do I need an account to order?
No. You can complete checkout without creating an account. Afterwards, you can sign in with the same email address to view your order history, order status and profile without needing a password.
Can I return an order?
Yes. You have 14 days from delivery to request a return. Email returns@maisonthem.com with your order number before sending anything back so we can confirm the return instructions.
Can I change or cancel my order?
Email orders@maisonthem.com as soon as possible with your order number. We’ll do our best to help, but once an order has entered processing or has been dispatched, changes may no longer be possible.
What if my order arrives damaged or incorrect?
Email returns@maisonthem.com as soon as possible with your order number and the details of the issue, and we’ll review it with you.
How should I care for my Them pieces?
Care can vary depending on the product and materials. Follow the care guidance on the relevant product page, or contact us if you’re unsure.
How can I contact Them?
For general questions, use our Contact page / contact@maisonthem.com. For order changes, use orders@maisonthem.com; for returns and refunds, use returns@maisonthem.com.