Häufig gestellte Fragen (FAQ)
Orders and Delivery
When will my order be dispatched?
Orders are normally processed within 1–3 business days after payment is confirmed. Processing may take longer during public holidays, promotional periods or other high-volume periods.
How long will delivery take?
Estimated delivery is approximately 10 business days to the United Kingdom, France, Germany, the Netherlands and Japan, and approximately 15 business days to the United States, Canada and Australia.
Delivery times are estimates rather than guarantees. Customs processing, carrier delays, severe weather and other events outside our control may affect delivery.
Can I change my delivery address?
Contact info@pawmylife.com as soon as possible with your order number and the correct address. We cannot guarantee an address change after an order has been dispatched.
Can I modify or cancel my order?
Contact us as soon as possible at info@pawmylife.com. We will try to help before dispatch, but changes or cancellation cannot be guaranteed once fulfilment has started.
How can I track my order?
Where tracking is available, we will send a tracking number after dispatch. Tracking information may take 24–72 hours to update.
How much is shipping?
Orders of £69.90 or more qualify for free standard shipping. Orders below £69.90 are charged £5 for standard shipping. The applicable amount and currency are confirmed at checkout.
Payments and Promotions
Which payment methods do you accept?
Available payment methods are displayed at checkout and may vary by customer location and currency.
Do you accept cash on delivery?
Cash on delivery is not currently offered unless it is expressly displayed as an available option at checkout.
How do I use a discount code?
Enter the code in the discount-code field at checkout and select Apply. Eligibility, exclusions and combination rules depend on the relevant offer.
How does the 10% OFF + Mystery Necklace welcome offer work?
The offer is available to eligible new Paw My Life email subscribers. The 10% discount applies to the first eligible order. One Mystery Necklace is included with each qualifying order while promotional supplies last, and the gift element ends automatically when stock is exhausted. Limit one welcome offer per customer.
Why might I see more than one payment entry?
Your bank may temporarily display a payment authorisation separately from the final charge. If you believe you have been charged more than once, contact your payment provider and email info@pawmylife.com with your order number.
Products
What is included in a Magnetic Collar Set?
Each complete Magnetic Collar Set includes an Essential Collar, magnetic charms and a gemstone or crystal chain in the selected style and size.
Are Gemstone Collars interchangeable?
No. Gemstone Collar decorative elements are securely integrated into the collar and are not removable. Only products specifically described as Magnetic Collar Sets are designed for interchangeable styling.
What is the Essential Collar?
The Essential Collar is the base collar. Quick-Release Buckle is another available Essential Collar style.
Which pets are the products designed for?
Products are primarily intended for cats and dogs. Check the relevant product page and select a suitable size for the individual pet.
How should I use and inspect a pet collar?
Check the fit before use and regularly inspect the collar for wear, looseness or damage. Stop using the product if it becomes damaged or unsafe. Pets should be supervised where reasonably necessary.
Returns and Problems
How do I request a return?
Email info@pawmylife.com within 15 days after delivery and wait for return instructions before sending the item. Eligible items must normally be unused, unworn and unwashed, with their original tags and packaging and proof of purchase.
What should I do if an item is damaged, faulty or incorrect?
Contact info@pawmylife.com promptly with your order number, a description of the issue and clear photographs of the item and packaging. Where the issue is our responsibility, we will arrange an appropriate refund, replacement or other remedy.
Who pays for return shipping?
We cover reasonable return costs for faulty, damaged or incorrect items where the issue is our responsibility. For eligible change-of-mind returns, the customer is normally responsible for return postage unless applicable law requires otherwise.
How long do refunds take?
Approved refunds are sent to the original payment method. We aim to process an approved refund within 5–10 business days, although the bank or payment provider may require additional time.
Contact
For help, email info@pawmylife.com.