Häufig gestellte Fragen (FAQ)
ORDERS & 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?
After dispatch, estimated transit time is approximately 7–10 business days to the United Kingdom, France, Germany, the Netherlands and Japan, and approximately 10–15 business days to the United States, Canada and Australia.
Including our normal 1–3 business day order-processing period, total estimated delivery time is approximately 8–13 business days to the United Kingdom, France, Germany, the Netherlands and Japan, and approximately 11–18 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 will try to accommodate address changes before dispatch, but we cannot guarantee that a delivery address can be changed once order processing has begun. After dispatch, changes may no longer be possible.
Can I modify or cancel my order?
Contact us as soon as possible at info@pawmylife.com.
You may request cancellation before your order has been dispatched. We will try to accommodate other order changes where possible, but changes cannot be guaranteed once processing has begun.
Once an order has been dispatched, it can no longer be cancelled as an unshipped order. If eligible, it may instead be handled under our Refund & Returns Policy after delivery.
How can I track my order?
Where tracking is available, tracking details will be provided after dispatch.
Tracking information may take approximately 24–72 hours to update after dispatch.
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 shipping charge will be displayed at checkout before you complete your order.
PAYMENTS & PROMOTIONS
Which payment methods do you accept?
Available payment methods are shown at checkout and may include credit and debit cards, PayPal, Shop Pay, Apple Pay, Google Pay or Klarna, depending on your location, device, order and eligibility.
Only the payment methods displayed at checkout are available for your specific transaction.
Do you accept cash on delivery?
Cash on delivery is not currently offered unless it is expressly displayed as an available payment option at checkout.
How do I use a discount code?
Enter your discount code in the appropriate field at checkout and select Apply.
Eligibility, exclusions and whether a discount can be combined with another offer depend on the terms of the relevant promotion.
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. Additional eligibility requirements or exclusions may apply as stated with the promotion.
Why might I see more than one payment entry?
Your bank or payment provider may temporarily display a payment authorisation separately from the final charge.
If you believe you have been charged more than once, please contact your bank or 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 and the decorative components included with the selected style, as described on the relevant product page.
Please refer to the individual product page for the exact contents of the set you are purchasing.
Are Gemstone Collars interchangeable?
No.
Gemstone Collar decorative elements are fixed and non-interchangeable. The decorative gemstone and crystal detailing is assembled and attached to the collar.
Gemstone Collars are not magnetic. Only products specifically described as part of The Magnetic Edit are designed for interchangeable styling.
What is the Essential Collar?
The Essential Collar is the base collar used with compatible products in The Magnetic Edit.
Please refer to the relevant product page for compatibility and included components.
Which pets are the products designed for?
Paw My Life collars are designed for pets within the size ranges specified on the relevant product page and Size Guide.
Always measure your pet and select the appropriate size before ordering.
How should I use and inspect a pet collar?
Check the fit regularly and inspect the collar, hardware and decorative components before use.
Avoid strong impact or pulling on decorative components.
Discontinue use if any part becomes loose or damaged.
The collar is not intended as a chew toy and should be used with appropriate supervision.
RETURNS & PROBLEMS
How do I request a return?
Email info@pawmylife.com within 15 days of 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.
Please do not send a return to our registered corporate address unless Paw My Life has provided return instructions confirming the appropriate return destination.
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, where helpful, clear photographs of the item and packaging.
Where the issue is our responsibility, we will provide an appropriate refund, replacement or other remedy in accordance with the circumstances and applicable consumer law.
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.
If you arrange the return shipment yourself, please use a trackable shipping service and retain proof of postage.
How long do refunds take?
Once a returned item reaches the applicable return location, return inspection normally takes 3–5 business days.
If a refund is approved, Paw My Life aims to issue it to the original payment method within 5 business days after approval.
After the refund has been issued, your bank, card issuer or payment provider may require approximately 5–10 additional business days for the funds to appear in your account.
CONTACT
For help, email info@pawmylife.com.