FAQ

Here's the good stuff!

How much of the proceeds go to animal shelters?

For every purchase you make, we dedicate 10% of net profits to no kill shelters. The money goes towards the protection, prevention, taking care of sheltered animals, as well as increasing awareness of animal euthanasia. With your help, we're very proud to have donated over £350,000 since 2015!

How does the Buy 2 Get 1 FREE offer work?

Simply add 3 items to your basket & use offer code RESCUE.  Your cheapest item will be FREE!  Remember though, if you return any of the 3 items you will need to return the FREE item.

How soon will I receive my order?

We offer FREE Royal Mail 48hr delivery for orders over £60.  We aim to dispatch using this service in 1-3 days of receiving your order. For orders under £60, we use the same service for £3.99.

Please read our full delivery policy here.

What is your return policy?

We offer 30 day returns!

We do ask that items are unworn, in the original packaging with the original receipt. We recommend you use a tracked form of postage to ensure we receive your item safely, the cost of returning items is the customers responsibility.  

We cannot refund or exchange items purchased outside of the 30 days. 

Please read our full returns policy here.

What do I do if my item is faulty or damaged?

We are happy to replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@pawz.shop and we will organise this for you.

What if my item is unable to be delivered & is returned to PAWZ?

Please let us know if you are unable to receive your order, before we dispatch.  However, if we do send your item & if for any reason you are not able to take delivery, we will issue you a gift card to reorder the item. We do charge a £7 shipping restocking fee.

Can I use more than one discount code per order?

Unfortunately we only allow one discount code per order.

I received a damaged item. What should I do?

We hope this doesn't happen, however, if you receive a damaged or defective item, please contact us within 30 days of the delivery date. We would be happy to resolve the issue for you.

How should I wash my new item?

We ask you to review the care instructions on the garment, however, we do recommend you wash in cold water with like colours.

Do you have a sizing chart?

Please see our Sizing page, however please also look at each individual product page for more sizing information.

How often do you have new arrivals?

Our dedicated team of designers are constantly looking at new ideas for PAWZ! We launch new products every month, so keep an eye on the website, dog clothes are coming soon!

Do you ship worldwide?

We ship all over the world.

Where is your company located?

Our UK head office is in Hemel Hempstead where we dispatch all UK and European orders. Our main PAWZ headquarters are in Ohio, USA.

How long will it take to receive my order?

We aim to dispatch all orders within 1-3 business days after order is placed. We use Royal Mail 48hr delivery service. 

Will I be notified when my order is shipped?

You will receive a confirmation email after you have placed your order, and another when your order is sent out.

Will I receive a tracking number?

All orders are shipped through Royal Mail and include tracking. The tracking number will be sent to the email that you provided at checkout, as soon as your order ships. Please note that the Order Number is not your tracking number.

What forms of payment do you accept?

We accept all major both Credit/ Debit card payments as well as Apple Pay, Discover, G Pay, Shop Pay, PAYPAL and FOUR (buy now, pay later).

Do you cover any customs fees set by our country?

All UK & European orders are dispatched from the UK, Pawz does not cover any additional fees/costs/tariffs that your country of origin may require.