Frequently Asked Questions
Everything you need to know about ordering, sizing, materials, and caring for your Maison Pupa pieces. If you don't see your question here, reach out and we're happy to help.
How long does it take to receive my order?
Every piece is made to order. Production typically takes 2–4 business days before your order ships, followed by the delivery window listed at checkout for your region. You'll receive a confirmation email the moment your order is placed and a shipping notification with tracking once it departs.
Can I customize my collar or leash?
Select styles can be customized, including engraving on the charm and, in some cases, stone selection. If a customization option exists for a product, it will appear directly on the product page. For anything not listed there, message us before ordering and we'll let you know what's possible.
Can I order a matching collar and leash set?
Yes. Each collar is designed with a coordinating leash in the same velvet tone and hardware finish. You can find the matching leash linked on the collar's product page, or shop the full set directly from the collection page.
Can I cancel or change my order after placing it?
Because pieces are made to order, we can typically accommodate changes or cancellations only within a few hours of purchase. Contact us as soon as possible with your order number and we'll do what we can before production begins.
How do I measure my dog for a collar?
Measure around the base of your dog's neck, where the collar will naturally sit, using a soft tape measure or a piece of string laid flat afterward. Add roughly two fingers' width of ease so the collar is comfortable but not loose. If your dog measures close to the top or bottom of a size range, we generally recommend sizing up to allow the bow to sit forward comfortably.
- XS: 20–26 cm neck (1.5 cm collar width)
- S: 26–32 cm neck (2.0 cm collar width)
- M: 32–42 cm neck (2.5 cm collar width)
- L: 42–52 cm neck (2.5 cm collar width)
What if my dog is between two sizes?
Every collar is adjustable across a five-hole range, so there is flexibility built into each size. If your dog's measurement falls near the boundary between two sizes, size up — it's easier to tighten a collar than to have one that can't extend far enough.
How long is the leash, and can it be adjusted?
Each leash measures 181 cm from clasp to handle end, designed to be worn hands-free crossbody or held by the velvet grip. The rope segment is fixed-length and not adjustable, though the velvet handle loop can be worn at different points along your hand or wrist for a customized hold.
What is the collar made from?
The collar body and bow are cut from a cotton-blend velvet with a soft-touch lining underneath for comfort against the coat. Hardware — the buckle, keeper, D-ring, and charm — is gold-tone plated metal. The centerpiece stone is a genuine cabochon, hand-set in a gold-tone rope-textured bezel.
Are the stones real?
Yes. Each collar features a genuine cabochon-cut stone — amethyst, red agate, lapis lazuli, rose quartz, or tiger eye depending on the style. As natural stones, some variation in color, banding, and pattern between individual pieces is expected and is part of what makes each one unique.
Why does the velvet look slightly different between photos?
Velvet is a directional pile fabric, meaning it can appear lighter or darker depending on the angle of the light and the direction the nap is brushed. This is a natural characteristic of the material rather than a flaw or inconsistency between units.
Is the hardware real gold?
Hardware is gold-tone plated metal, chosen for a warm, polished finish that closely resembles fine jewelry hardware. It is not solid gold or gold vermeil. With the care guidance below, the finish is designed to hold up well to normal handling and light wear.
Where do you ship?
We ship from Vancouver, Canada to the United States, Canada, the European Union, the United Kingdom, Switzerland, Norway and across Asia-Pacific. Shipping is complimentary on orders over $250 USD. Rates and delivery estimates are listed on our Shipping page and shown at checkout once you enter your address.
Will I be charged customs duties or import taxes?
Orders delivered within Canada are not subject to import duties. Orders delivered to other countries, including the United States, may be subject to customs duties, taxes, or import fees set by the destination country, which are the responsibility of the recipient and are not included in the order total at checkout.
How can I track my order?
You'll receive an email with tracking information as soon as your order ships. If you haven't received tracking within our stated processing window, check your spam folder first, then contact us with your order number.
What happens if my package is lost or delayed in transit?
Occasionally, carrier delays happen outside of our control. If tracking shows no movement for an extended period or your package appears lost, contact us with your order number and we'll investigate with the carrier and make it right.
What is your return policy?
We accept returns within 14 days of delivery. Items must be unworn and in their original packaging with tags attached, and return shipping is at your cost. You're welcome to try a piece on your dog indoors to check the fit, and your first size exchange ships free. Custom or personalized items are final sale. See our Returns & Exchanges page for full details.
How do I start a return or exchange?
Email us at info@maisonpupa.com with your order number and the item you'd like to return or exchange, and we'll send you instructions. If your order arrived damaged, defective, or incorrect, we'll cover all shipping costs.
Can international orders be returned?
International returns are handled case by case, as return shipping and any customs fees are the responsibility of the customer. Contact us before sending anything back so we can confirm the process for your location.
What if my item arrives damaged or defective?
Contact us within 7 days of delivery with your order number and photos of the issue. We'll arrange a free replacement or full refund — whichever you prefer — and cover all shipping costs.
How do I clean my collar or leash?
Spot clean only, using a soft, slightly damp cloth and mild soap if needed. Avoid submerging the piece in water, machine washing, or using harsh chemical cleaners, which can flatten the velvet pile and dull the plated hardware.
Can my dog wear this while swimming or in wet weather?
We recommend removing velvet pieces before swimming, bathing, or heavy outdoor play in wet conditions. Prolonged water exposure can flatten the pile and may affect the finish on the hardware over time.
How do I store my collar when it's not in use?
Store flat or gently coiled in a cool, dry place out of direct sunlight, ideally in the original presentation box or a soft pouch. Avoid folding sharply at the bow, which can crease the velvet pile over time.
Is this collar suitable for daily, rugged wear?
These pieces are designed as fashion accessories for light lead use, everyday wear, and photographs rather than rugged off-leash activity, digging, or swimming. For very high-energy dogs or heavy outdoor conditions, we recommend reserving the piece for special occasions.
What payment methods do you accept?
We accept all major credit and debit cards, along with the additional payment options displayed at checkout, which may vary by region.
Is my payment information secure?
Yes. All transactions are processed through encrypted, secure checkout. We do not store your full payment details on our servers.
Still have a question?
Reach out to our team any time — we're happy to help with sizing advice, order questions, or anything else before or after you order.
