Returns & Refunds

Our 30-day happiness guarantee

We want you to love your Pawlore piece. If your item arrives damaged, faulty, or with an error in the personalisation that we made, contact us within 30 days of delivery at hello@pawloreshop.com with your order number and a photo. We'll remake it or give you a full refund, including delivery costs.

Personalised items

Most of our products are made to your specification (with your pet's name, photo, paw print or engraving). Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the 14-day right to cancel does not apply to goods made to the consumer's specifications or clearly personalised. This means personalised items can't be returned for a change of mind once production has started.

You can cancel a personalised order free of charge before you have confirmed your personalisation details. Just email us.

Non-personalised items

Non-personalised items (for example the Clay & Paint Refill Kit) can be cancelled within 14 days of delivery under your statutory right to cancel. Tell us by email at hello@pawloreshop.com, then return the item unused and in its original packaging within 14 days of telling us to: QORPAMIL MARKETING LTD (Pawlore Returns), Office 2140, 85 Dunstall Hill, Wolverhampton, WV6 0SR, United Kingdom. Return postage is at your cost unless the item is faulty. We'll refund you within 14 days of receiving the item back.

Your statutory rights

Nothing in this policy affects your rights under the Consumer Rights Act 2015. Goods must be as described, of satisfactory quality and fit for purpose.

How refunds are paid

Refunds are made to your original payment method. Please allow 5–10 working days for your bank to process them.