Below are the most common questions from PawlyPet customers. If your question isn't listed, our team is ready to help at: support@pawlypet.co.uk
Is the website secure?
Yes. PawlyPet uses SSL (Secure Socket Layer) certification, technology that encrypts all information entered on the website, ensuring security and privacy for your purchases.
We only work with recognised and secure payment platforms. We never have access to your financial data.
Do all purchases include tracking?
Yes. All orders shipped by PawlyPet include a tracking code, allowing you to monitor the complete journey of your product until delivery.
When will I receive my tracking code?
The tracking code is automatically sent to your registered email within 2-3 business days after order processing.
If you don't receive it within this timeframe, contact us providing:
My tracking code isn't updating. Is this normal?
Yes. During transit, it's common for tracking to go several hours without updates. Once the item reaches the next sorting facility or is out for delivery, new movements will be registered.
Don't worry: this doesn't mean there's a problem with your order.
How long will my order take to arrive?
Average delivery time is 3-5 business days for UK mainland after dispatch.
This period may vary due to:
Can I change the address after placing an order?
Address changes can only be requested within 24 hours of order confirmation.
After this period, the address cannot be modified, nor can the order be cancelled, as it will have been sent for logistics processing.
I wasn't home during delivery. What happens?
Couriers make up to two delivery attempts. If unsuccessful or if the address is in a restricted delivery area, a notification card may be left for collection at the nearest post office or collection point.
If the product returns to the sender, a new dispatch will be required, potentially incurring additional costs.
I received a defective product. What should I do?
Contact us immediately via email providing:
After review, we'll initiate the exchange or refund process according to our Returns and Refunds Policy.
What are my rights under UK law?
Under the Consumer Rights Act 2015, you have the right to:
Do you ship to Northern Ireland?
Yes, we ship to all UK regions including Northern Ireland. Please note delivery times may be slightly longer for remote areas.
How can I contact support?
Our support team is available exclusively via email: support@pawlypet.co.uk
We aim to respond to all enquiries within 24-48 hours during business days.
✔️ Produto adicionado com sucesso.
✔️ Produto adicionado com sucesso.
