Frequently Asked Questions
Welcome to our FAQ page. We've gathered the most common questions about our products, orders, shipping, and returns to help you find answers quickly. If you don't see what you're looking for, feel free to contact us directly.
Orders & Payment
How do I place an order?
Simply browse our collections, add your chosen items to the cart, and proceed to checkout. Follow the steps to enter your delivery details and payment information. You will receive an order confirmation email once your order is placed.
What payment methods do you accept?
We accept Visa, Mastercard, American Express, major debit cards, PayPal, Apple Pay, Shop Pay, and other payment methods displayed at checkout.
Can I change or cancel my order?
Contact us as soon as possible at contact@pawspalace.shop. We will do our best to accommodate changes, but we cannot guarantee changes once your order has entered processing or dispatch.
When will my payment be charged?
Your payment method is charged when you submit and confirm your order at checkout.
Shipping & Delivery
Where do you ship?
We currently ship to eligible delivery addresses within France only.
How much does shipping cost?
We offer Free Shipping (5–8 business days) and Express Shipping (3–5 business days) for €4.99.
How long does delivery take?
Orders are processed within 1–2 business days. Delivery takes 5–8 business days for Free Shipping or 3–5 business days for Express Shipping after processing.
Can I track my order?
Yes. Once your order is dispatched, you will receive a shipping confirmation email with a tracking number. You can also use our Track Your Order page.
What if my package arrives damaged?
Contact us immediately at contact@pawspalace.shop with your order number and photos of the damaged item and packaging. We will review and provide a solution.
Returns & Refunds
What is your return policy?
You have the right to withdraw from your purchase within 14 days of receiving your order without giving a reason.
How do I return an item?
Contact us at contact@pawspalace.shop with your order number and the items you wish to return. We will provide return instructions.
How long does it take to receive a refund?
We process refunds within 14 days of receiving your withdrawal notice. Refunds may take additional time to appear in your account depending on your bank or payment provider.
Do I have to pay for return shipping?
For ordinary withdrawals, customers are responsible for return shipping costs. For damaged, defective, or incorrect items, we will cover the return costs.
What items cannot be returned?
For hygiene reasons, certain sealed grooming, dental, and care products may not be returnable if the seal has been removed. This is assessed on a case‑by‑case basis in accordance with applicable law.
Products
Are your products safe for my pet?
Yes. All our products are designed with pet safety in mind. However, we recommend supervising your pet during use and inspecting products regularly for wear or damage.
How do I choose the right product for my pet?
Each product page includes detailed information about dimensions, materials, and suitability. Consider your pet's size, age, breed, and specific needs when choosing.
Do your products come with a guarantee?
Products sold to consumers are covered by statutory legal guarantees, including the legal guarantee of conformity and the guarantee against hidden defects.
Account & Privacy
Do I need an account to place an order?
No, you can checkout as a guest. However, creating an account allows you to track orders, save addresses, and view your order history.
How is my personal data protected?
We process personal data in accordance with applicable law, including the GDPR. Please review our Privacy Policy for detailed information.
Still Have Questions?
If you didn't find the answer you were looking for, please contact us:
Email: contact@pawspalace.shop
Phone: +33 6 51 89 54 30
Customer‑support hours: Monday–Friday, 9:00 AM–5:00 PM Central European Time
We aim to respond within 1–2 business days.