Frequently Asked Questions

Everything you need to know before you buy.

Product & Sizing

Which size is right for my pet?

Weigh your dog or cat (or check their usual vet weight), then match it to our size guide: Small suits pets up to 7 kg, Medium fits 7–16 kg, and Large is for 16–35 kg.

If your pet falls between two sizes, choose the larger one — they like room to turn and stretch. Think about how they sleep, too. Curlers who tuck into a corner tend to love the raised walls of the Cocoon; sprawlers who stretch right out are happiest on the Lounger.

Still unsure? Write to us at hello@boneandbows.com with your pet's weight and a little about how they sleep, and we'll help you choose.

What sizes does The Cocoon come in?

The Cocoon comes in Small, Medium, and Large. Small (60 × 60 × 20 cm) suits cats of all breeds and small dogs up to 7 kg, like a Chihuahua, Pomeranian, or Toy Poodle. Medium (80 × 80 × 20 cm) fits most medium breeds from 7–16 kg, such as a French Bulldog, Cavoodle, or Cocker Spaniel. Large (98 × 98 × 20 cm) is ideal for bigger dogs from 16–35 kg, like a Labrador, Golden Retriever, or Boxer. With its higher, raised walls, the Cocoon is made for pets who love to curl and lean. Check our Size Guide for exact dimensions.

What sizes does The Lounger come in?

The Lounger comes in Small, Medium, and Large. Small (73 × 58 × 14.5 cm) suits cats of all breeds and small dogs up to 7 kg, like a Chihuahua, Pomeranian, or Toy Poodle. Medium (94 × 74 × 17.5 cm) fits most medium breeds from 7–16 kg, such as a French Bulldog, Cavoodle, or Cocker Spaniel. Large (115 × 90 × 17.5 cm) is ideal for bigger dogs from 16–35 kg, like a Labrador, Golden Retriever, or Boxer. With its low-profile edge, the Lounger is made for pets who love to stretch right out. Check our Size Guide for exact dimensions.

What's the difference between the Cocoon and the Lounger?

Both share the same orthopaedic memory foam and soft bouclé cover — the difference is the shape. The Cocoon is rounded with raised, bolstered walls, made for the dogs and cats who sleep curled into a corner. The Lounger is rectangular with a low, open edge, made for those who stretch right out. Choose the one that matches how your pet already loves to sleep.

Shipping & Delivery

Where do you ship?

We offer fast, free delivery across the United Arab Emirates. International shipping is coming soon — join our list to be the first to know when we open it.

How quickly will my order arrive?

All UAE orders are delivered free of charge. Delivery speed depends on your location and the time you order (UAE time):

Dubai
Order before 3:00pm — same-day delivery
Order before 10:00pm — next-day delivery

Abu Dhabi, Sharjah & Ajman
Order before 1:00pm — same-day delivery
Order before 10:00pm — next-day delivery

Fujairah, Ras Al Khaimah & Umm Al Quwain
Order before 10:00pm — next-day delivery

Orders are processed and dispatched seven days a week. Delivery times are estimates and may occasionally be affected by weather, public holidays, or circumstances beyond our control.

How do I track my order?

You'll receive a tracking number by email as soon as your order is dispatched. If it hasn't arrived within five business days of placing your order, check your spam folder, then write to us at hello@boneandbows.com.

My order is running late — what should I do?

Couriers occasionally run behind, particularly during peak seasons and public holidays. If your order hasn't arrived within the expected window, contact us with your order number and we'll chase our delivery partner, Quiqup, on your behalf. If a UAE order hasn't arrived within three business days of the expected delivery date, let us know and we'll open an investigation.

My parcel arrived damaged.

We're sorry. Take a photograph and write to us at hello@boneandbows.com within 48 hours of delivery, and we'll arrange a replacement or full refund.

Do you deliver to PO boxes?

We can ship to PO boxes within the UAE on standard delivery. Same-day and next-day services may not be available for PO box addresses.

Can I change my delivery address after ordering?

Please double-check your address at checkout — we're unable to redirect a parcel once it's dispatched. If a parcel is returned to us because of an incorrect address, you'll be responsible for the cost of re-shipping.

When will international delivery be available?

International shipping is coming soon. When we open it, delivery will typically take 7 to 21 business days depending on your country and customs clearance. International orders may be subject to import duties, taxes, and customs fees, which are the responsibility of the recipient. We're unable to mark parcels as gifts or under-declare their value.

Returns & Refunds

What's your return policy?

We want every BONE & BOWS piece to feel right at home with your dog or cat. If it doesn't, you have 30 days from the day your order is delivered to request a return.

How do I start a return?

Email hello@boneandbows.com with your order number, the reason for the return, and a photograph if the item is damaged or faulty. We'll guide you through the next steps within one to two business days.

How do returns work?

Once we've approved your return, we'll send you the address to ship it back to. You're responsible for the return postage and for getting the item back to us safely — we recommend a tracked service, as we can't be responsible for items lost in transit on the way to us. When the item arrives and passes our quality check, we'll refund the full purchase price to your original payment method within seven business days. Original shipping costs are non-refundable unless the return is due to a fault on our side.

What can be returned?

To be eligible, an item must be in its original, unused condition, free of pet hair, scratches, marks, or odours, in its original packaging with all tags attached, and returned within the 30-day window.

What can't be returned?

We're unable to accept: sale or final-sale items; personalised or custom-made orders, including monogrammed collars and bespoke colourways; items that have been used, worn, or washed; items returned without their original packaging or tags; treats, food, and consumables once opened; and anything returned outside the 30-day window.

My order arrived damaged or wrong.

We're sorry. Write to us at hello@boneandbows.com within 48 hours of delivery and include a photograph. We'll send a replacement or issue a full refund, including any return postage — the choice is yours.

Can I exchange for a different size or colour?

We don't process direct exchanges. If you'd like a different size or colour, return the original item for a refund and place a new order.

Can I cancel my order?

Email us as soon as possible after placing it. Because we dispatch quickly — often the same day — we can only cancel orders that haven't yet been picked up by our courier. Once an order has been dispatched, it follows the standard return process above.

What about my statutory rights?

Nothing in this policy affects your statutory consumer rights under the laws of the United Arab Emirates.

Care & Washing

How do I wash the bed?

The outer cover unzips and is machine washable — wash it cold on a gentle cycle and air dry, and it'll keep its shape and softness wash after wash.

Can I wash the foam?

The memory foam inner shouldn't be machine washed or soaked. Spot-clean any marks with a damp cloth and a little mild soap, then let it air dry fully before putting the cover back on. A waterproof inner lining sits between the cover and the foam, so everyday spills are kept away from the cushion.

How do I keep the bed looking its best?

Give the cover a gentle brush or shake-out between washes, and rotate the cushion now and then so it wears evenly. Keep it out of direct sun for long stretches to protect the colour.

Materials & Warranty

What's the bed made of?

A soft bouclé outer cover over an orthopaedic memory foam cushion, with a waterproof knit lining to protect the foam and a non-slip base so it stays put on any floor. The cover is removable and machine washable, with a smooth YKK zip. Soft where it counts, firm where it must be.

Are the materials safe and responsibly made?

Yes. Our beds are made with certified materials in ethical factories holding ISO 9001, BSCI, Sedex, and OEKO-TEX certifications, so they're kind to your pet and made the right way. We live our values rather than make a fuss about them.

Do the beds come with a guarantee?

Every BONE & BOWS bed is covered by a quality guarantee against manufacturing defects for 1 year from purchase. If anything isn't right with the workmanship or materials, write to us at hello@boneandbows.com and we'll put it right.