What products does CHARLY’s offer?
We offer a wide range of high-quality and organic products, including premium dog and cat food, as well as delicious snacks. In addition, we provide a selection of accessories, hygiene products, and toys.
Do you have products for both dogs and cats?
Yes! At CHARLY’s, we offer a carefully curated selection of high-quality products for both dogs and cats, including food, treats, accessories, hygiene products, and toys—everything to keep your furry friends happy and healthy.
What brands do you carry in your store?
At CHARLY’s, we work exclusively with top-quality producers from across Europe to ensure the best for your pets. To see the full list of brands we carry, please visit our Brands Page.
Do you have any special promotions or discounts?
Yes! We offer seasonal promotions in-store and have sales on selected items throughout the year. Be sure to visit us to discover the latest deals!
Do you have any branches or locations outside of Vienna?
No, we currently only have stores within Vienna, with two locations in the 1st district, where you’ll find our flagship store and our brand-new concept, the Treat Bar.
Do you have a section for eco-friendly or sustainable products?
We carry several brands that offer eco-friendly and sustainable products, including Earth Rated and others. Visit our store to explore our selection of sustainable options for your pet!
Can I sign up for notifications on new arrivals or sales?
You can sign up for our monthly newsletter to receive updates on new arrivals and sales. For the most recent updates on new products and promotions, be sure to follow us on Instagram!
Do you offer any special services for pets with medical conditions?
We offer a selection of foods specially designed for dogs with allergies and sensitive stomachs. However, we are not veterinarians and recommend consulting your vet to determine your pet’s specific needs before choosing a product.
Do you have seasonal product collections?
Yes! We offer seasonal products, including accessories, toys, and snacks. We also have special items for holidays such as Christmas, Valentine’s Day, birthdays, and more—perfect for celebrating with your pet!
Can I purchase products for a friend or family member as a gift?
Yes! You can purchase gifts for a friend or family member, as well as gift vouchers, which are available in our stores—except for the Treat Bar.
What happens if my pet damages an item?
If a pet damages or urinates on a product, the owner is required to pay 50% of the sale price if they choose not to purchase the damaged item.
Can I bring my pet into the store?
Yes! Pets are welcome in our stores but must be kept on a leash or in a carrier for everyone's safety and comfort.
Do you offer a loyalty or rewards program?
Yes! We offer a discount for our returning customers as a token of our appreciation.
Can I request special orders for certain products?
You can place special orders for certain products, such as accessories, beds, and garments, if you need a different size or color. Feel free to ask our team for assistance!
Do you provide nutritional advice for my pet?
We can help guide you in choosing the right products for your pet, but we are not veterinarians and cannot provide medical advice. However, we will do our best to help you find products that suit your pet’s nutritional needs!
What payment methods do you accept?
You can pay by card or cash in our stores.
Do you offer gift cards?
Yes! We offer gift vouchers in our stores, but they are not available at the Treat Bar at the moment.
Is it possible to pay in installments?
Unfortunately, we do not offer payment in installments at this time.
Can I return or exchange a product?
Yes! You can exchange unopened and undamaged products within 14 days of purchase, as long as you have a valid receipt. Please note: Returns are only accepted for toys, accessories, and hygiene products. Food items cannot be returned.
How do I know if a product is safe for my pet?
We carry only high-quality products to ensure the best for your pet. However, when it comes to dietary needs and specific health concerns, we always recommend checking with your vet to determine what is safe for your pet.
Do you offer home delivery?
Yes, we offer home delivery within Vienna through the Foodora app. Simply place your order and have it delivered straight to your door!
Are your treats suitable for pets with allergies?
We offer a range of products for dogs with allergies, as well as vegan and vegetarian food options for pets with meat allergies. However, it’s important that customers are aware of all their pet’s allergies, as we are unable to recommend specific products without this information. We always advise consulting with a vet to ensure the best options for your pet.
Can I get a voucher or exchange instead of a refund?
We do not offer refunds at our stores. However, items can be exchanged for other products or returned for a voucher for future purchases, provided the item is unopened, undamaged, and you have a valid receipt. The return must be made within 14 days of purchase.
How can I contact customer support?
You can contact customer support by giving us a call, emailing us, or sending us a direct message on Instagram. We're happy to help!
How do I sign up for your newsletter?
You can sign up through our website or in-store. Just ask us to add you to the mailing list, and you’ll be all set!
Do you have a section for pet gifts or accessories?
Yes, we offer a wide range of accessories and gifts for pets! We also have special birthday treats and toys to make your pet’s day extra special.
