FAQs

  • What payment methods do you accept?

    We accept all major credit cards, such as VISA, MasterCard, Amex, Paypal

  • How much is shipping?

    Postage and packing costs are added at check out. We use Royal Mail forthe majority of items, or known couriers for the larger items such as some beds.

  • When will my order ship?

    The order processing normally takes 24 hours, but might take up to 48 hours, we will notify you of any delays outside of this time.

    Processing includes checking, packing, and sending your orders to the post-office.

  • What about delays?

    In very rare occasions, international delivery may take longer than the standard shipping time stated above.

    Most of the delays are caused by the customs, that, unfortunately, we can’t control. We seek your patience and understanding should this happen.


  • How long will it take to receive my order?

    We try hard to get your items to you as qickly as possible.

    Orders shipped within the UK should take no more than 4 days.

    International orders will take a little longer.

    International delivery should be expected to take into account any potential delays during transit or from customs, which is unfortunately outside of our control.

    If your order has not been received after 2 weeks please contact us at sales@paws-here.com, we will then contact the suppliers and investigate the matter to resolve any potential issues.

  • Will I have to pay international taxes or duties?

    Not if you are in the UK.

    In most cases, customs fees do not apply but byers from outside the UK may be charged for handling fees and taxes as your order passes through customs. Any charges on a parcel must be paid by the person receiving the parcel. 

    Unfortunately, Paws-Here has no control over these charges and we can’t tell you what the cost would be, as customs policies and import duties vary widely from country to country.


  • I need to change or cancel something on my order - how do I do that?

    If you need to change or cancel your order please let us know immediately by emailling sales@paws-here.com within 24 hours of placing the order.

    After 24 hours we are unable to make any changes or cancellations.

    If we have been unable to stop the order from going out, we will be happy to accept the return for a refund if it is returned in perfecrt, unused condition, however post and packaging costs will still be payable by you for the outward and inward poting.

  • My order status says "unfulfilled" what does that mean?

    "Unfulfilled" means that we have received your order, once it has been processed and shipped the status will change to "Fulfilled".

  • How do I return an item?

    We want you to be delighted with your purchase, but if you are unsatisfied with your order for any reason and wish to return it, please contact us at sales@paws-here.com within 7 days of receiving it.

    Any product in brand new condition in its original packing can be returned to us for a full refund.

    The price paid for the item will be the price refunded.

    Any items that have been used, worn or played with cannot be refunded.

    Items must be unwashed and not altered in any way in order to be accepted for exchange or credit. We will email you a returns form with instructions to make arrangements.

    All shipping costs and miscellaneous fees are the responsibility of the customer.

  • What if the items I received are defective, incorrect, damaged or have parts missing?

    We want you to love your purchase!

    If you are not completely satisfied, let us know and we will work with you to make it right.

    Please contact us within 7 days of receiving your order.

    sales@paws-here.com

    To ensure a smooth return please include your order number and photographs of the items in the email, and all related references from the packaging.

    We want you to be happy and satisfied with our customer service and we will do everything possible to resolve your problems as soon as possible.

  • I ordered 2 items but have received only one - what's happening?

    Please contact us and we will check your order and our dispatch.

  • What if I don't receive my delivery?

    Once your order has left us, it is in the care of the courier company or Royal Mail.

    We cannot control this so in the unlikely event that your parcel has not arrived we will do everything that we can to resolve the problem.

  • How long is the return process and when will I receive my refund?

    From the day that we receive your returned item your refund can take up to 5 days.

    You will receive an email confirmation when the return has been received.

    All refunds will be credited to your original form of payment.

  • Why choose Paws-Here?

    We know that you have a wide choice in online shopping destination, but at Paws-Here we want to do all that we can to earn your trust and loyalty.

    We are a small business that values every customer and every order.

    Every product we chose and business decision we take is based on our core values, we want this to be a good experience for you!

    Customer service is our top priority - we value your trust in us and we want to retain your custom, so we will always go above and beyond to make shopping with us a good experience.

    100% safe on line shopping - your payment is received into the Paws-Here bank account, your details are not stored or shared with any 3rd party.

    GDPR - your details are shared only in so far as is needed to complete your order. Please see our separate privacy policy in the footer for more details.

    Money Back Guarantee - if you are not delighted with your order you can return it to us (in perfect condition) and we will refund your entire purchase!

    Thank you for choosing Paws-Here to help you look after and pamper your pets.