Frequently Asked Questions
Welcome to the PAWLINO FAQs. Here you can find answers to common questions about orders, shipping, payments, returns and our pet products.
Where does PAWLINO deliver?
PAWLINO currently delivers orders within the United Kingdom.
At this time, we do not offer international shipping.
How long does order processing take?
Orders are usually processed within 1–3 business days after payment has been successfully confirmed.
Business days are Monday to Friday, excluding UK public holidays.
What delivery options do you offer?
We currently offer the following delivery options:
-
Economy Delivery
Estimated delivery time: 5–8 business days
Shipping cost: Free -
Standard Delivery
Estimated delivery time: 3–4 business days
Shipping cost: £15
Delivery estimates begin once your order has been processed and dispatched.
How can I track my order?
Once your order has been dispatched, tracking information will be provided when available.
You can use the tracking details to follow the progress of your delivery.
Please note that tracking information may take some time to become active after dispatch.
What should I do if my order is delayed?
If your order has not arrived within the estimated delivery time-frame, please contact our customer support team.
We will check the available delivery information and assist you with your order status.
Email: contact@pawlino.co.uk
Phone: +44 77 3530 5532
Can I change my delivery address after placing an order?
If you have entered an incorrect delivery address, please contact us as soon as possible.
We will do our best to update the address before your order is dispatched. However, we cannot guarantee that changes will be possible once an order has entered processing or has already been shipped.
Can I cancel my order?
If you would like to cancel your order, please contact us as soon as possible.
We will try to process your cancellation request before the order is dispatched.
Once an order has been shipped, cancellation may no longer be possible. However, you may still be eligible to return the item under our Return & Refund Policy and applicable UK consumer law.
What is PAWLINO's return policy?
PAWLINO accepts eligible returns within 30 days of delivery.
Items returned under our voluntary return policy should generally be unused, in their original condition and complete with all original parts and accessories.
Please contact us before returning an item so that we can provide the appropriate return instructions.
Who pays for return shipping?
For eligible change-of-mind returns, the customer is generally responsible for the cost of return shipping.
If an item arrives faulty, damaged or incorrect, PAWLINO will cover reasonable return shipping costs where required.
What should I do if my pet product arrives damaged or faulty?
If your order arrives damaged, defective or incorrect, please contact us as soon as possible.
To help us resolve the issue quickly, please provide:
- Your order number
- A description of the problem
- Clear photographs of the item and packaging where appropriate
Our team will review the issue and provide the appropriate solution.
How long do refunds take?
Once your returned item has been received and approved, your refund will be issued to the original payment method.
Your bank or payment provider may require additional time for the refund to appear in your account.
Where statutory cancellation rights apply, refunds will be processed within the time-frame required by UK law.
What payment methods do you accept?
PAWLINO accepts the payment methods displayed on our website and during checkout.
Available payment options may vary depending on your device, location or payment provider.
All available payment methods will be displayed before you complete your purchase.
What currency are your prices displayed in?
All PAWLINO prices are displayed in British Pounds Sterling (GBP) unless otherwise stated.
Any applicable delivery charges will be clearly shown at checkout before payment is completed.
Are payments secure?
Payments are processed through secure third-party payment providers.
PAWLINO does not generally store complete payment card details on its own systems.
For your security, please never send your full payment card details to us by email.
Are PAWLINO products suitable for all pets?
Pet products may vary depending on the animal, breed, size, age and individual needs of the pet.
Please carefully review the product description, dimensions, recommended use, warnings and safety information before purchasing a product.
Some products may require supervision or may not be suitable for every pet.
What if a product is out of stock after I place an order?
If a product becomes unavailable after you have placed an order, we will contact you and explain the available options.
Where necessary, the affected item may be cancelled and any applicable payment refunded.
Can I contact PAWLINO before placing an order?
Yes. We are happy to help with questions about our products, delivery, payments, returns or general orders.
Please contact our customer support team before placing your order if you need additional information.
How can I contact PAWLINO?
Business Name: PAWLINO
Email: contact@pawlino.co.uk
Phone: +44 77 3530 5532
Address: 118 Portland Rd, Hayes, UB4 8LH, United Kingdom
Customer Support Hours
Monday – Friday: 9:00 AM – 9:00 PM
Saturday: 9:00 AM – 5:00 PM
Sunday: Closed
We aim to respond to all customer inquiries within 24–48 business hours.