FAQ

Is The Paw a legitimate and secure store?

Yes. Our website uses SSL encryption, meaning all information you enter is fully protected. We only work with trusted and regulated payment processors and never store your financial details.

Do all orders come with tracking?

Yes. Every order includes international and UK domestic tracking. Your tracking number is sent automatically to your email once your order has been dispatched.

When will I receive my tracking number?

Your tracking number will be sent to your email within 3 business days of your order being processed. If you haven't received it after this time, contact us at support@thepaw.co.uk with your order number, full name, and email address.

My tracking hasn't updated in a few days. Should I be worried?

Not necessarily. It's normal for international parcels to go without tracking updates for a few days while in transit. Once your order clears UK customs and enters the Royal Mail network, updates will resume. If you're concerned after 20 business days, please get in touch.

How long does delivery take?

Estimated delivery is 7–15 business days after dispatch. This can vary depending on Royal Mail volumes, customs, and other external factors outside our control.

Can I change my delivery address after ordering?

Yes, but only within 24 hours of placing your order. After that, your order will have entered processing and we are unable to make any changes or cancellations. Please double-check your address at checkout.

What happens if I miss my delivery?

Royal Mail or our courier will leave a delivery attempt notice. Your parcel may be held at your local post office or delivery depot. If the parcel is not collected within the holding period and is returned to us, you may be charged a redelivery fee.

I received a faulty item. What should I do?

Contact us immediately at support@thepaw.co.uk with your order number, a description of the issue, and a short video or photos showing the fault. We'll sort it out quickly in line with your rights under the Consumer Rights Act 2015.

Can I return something if I simply changed my mind?

Yes. You have 14 days from the date of delivery to notify us that you wish to return an item under the UK cooling-off period. The item must be unused and in its original condition. Return shipping costs are covered by the customer in this case.

How do I contact support?

You can reach our team exclusively via email: support@thepaw.co.uk. We aim to respond within 2 business days.