Frequently Asked Questions
Welcome to the PAWLY PALS FAQ!
Have a question about our dog and cat accessories, your order or the delivery of your parcel? Find answers to the most common questions here.
Products and accessories
What kind of products does PAWLY PALS offer?
PAWLY PALS is an online shop specializing in pet accessories.
We offer a selection of toys, practical accessories and everyday items for dogs and cats.
Our goal is to help you discover products for playtime, rest and bonding with your companions.
How do I choose the right accessory for my dog or cat?
Every pet is different!
We recommend reading each product description carefully, especially the dimensions, materials and usage recommendations.
For toys and accessories, also consider your pet's size, age and habits.
Are the accessories suitable for all dog and cat breeds?
It depends on the product.
Some accessories suit a range of sizes and breeds, while others have specific features.
Check the information on each product page before ordering.
How do I care for pet accessories?
Care instructions vary depending on the materials and features of the product.
We recommend following the instructions on the product page or packaging.
Check your pet's toys and accessories regularly and replace them when they show signs of wear.
Orders and payments
How do I place an order on PAWLY PALS?
Ordering from our shop is easy:
- Browse our selection of dog and cat accessories.
- Choose the products you like.
- Add them to your cart.
- Enter your shipping details.
- Select your payment method and confirm your order.
An order confirmation will be sent to the email address you entered at checkout.
Can I change or cancel my order?
If you'd like to change or cancel your order, contact us as soon as possible through our Contact page.
We'll review your request based on how far your order has progressed in preparation and shipping.
Once your parcel has shipped, some changes may no longer be possible.
Which payment methods do you accept?
Available payment methods are shown at checkout.
You can choose one of the options offered before confirming your purchase.
How do I know my order has been confirmed?
Once your payment is approved, you should receive a confirmation email with your order details.
If you can't find it, please check your spam folder.
Shipping and order tracking
How long does delivery take?
Delivery times may vary depending on the product, its availability and your destination.
For the details that apply to your order, see our Shipping & Returns page.
How do I track my PAWLY PALS order?
You can follow your delivery from our Track Your Order page.
When tracking information is available, it lets you follow your parcel on its way to you.
Why isn't my tracking number working?
After shipping, tracking information can take some time to appear in the carrier's system.
Please try again later.
If the problem continues, contact our team with your order number.
Why did I receive several parcels?
When your order includes several items, they may be shipped separately depending on their availability or where they ship from.
You may therefore receive your products on different dates.
What if my parcel shows as delivered but I haven't received it?
Start by checking your mailbox, any possible drop-off spots and the information provided by the carrier.
If you still can't find your parcel, contact us with your order number so we can look into it.
🔄 Returns and refunds
Can I return a product?
Returns are possible under the conditions set out in our return policy and applicable legal rights.
Before starting a return, see our Shipping & Returns page for the terms and any exceptions.
How do I request a return or refund?
Contact our team through the Contact page and include:
- Your order number
- The product concerned
- The reason for your request
- Photos, if the product is damaged or faulty
We'll tell you the next steps for your situation.
What if my item arrives damaged or incorrect?
If you receive a product that is damaged, faulty or different from what you ordered, contact us with your order number and, if possible, photos.
We'll review your request and offer a solution in line with your rights.
When will I receive my refund?
Refund timing depends on the type of request, applicable legal conditions and the payment method used.
Full details are available in our refund policy.
🐾 About PAWLY PALS
What is PAWLY PALS?
PAWLY PALS is an online shop for dog and cat lovers.
We offer pet accessories, toys and practical items for their everyday life.
How do I contact PAWLY PALS customer service?
You can write to us directly from our Contact page.
For any question about an order, please include your order number so we can help you faster.
How can I discover new PAWLY PALS products?
Find our products and latest picks directly in our online shop.
You can also follow PAWLY PALS on social media to discover our world and our pet accessories.
Didn't find your answer?
Our team is here to help!
Head to our Contact page to send us your question.
PAWLY PALS, little touches for big happy moments.