Frequently Asked Questions
Welcome to PAWABY
Got a question? You may find the answer below.
We’ve put together some of the most common questions about PAWABY products, orders, delivery, returns and payments. If you can’t find what you’re looking for, our customer support team is happy to help.
Orders
How do I place an order?
Simply browse our website, choose the product you’d like, select any available options and add it to your basket.
When you're ready, proceed to checkout and enter your delivery and payment details. You’ll receive an order confirmation by email once your order has been placed successfully.
Can I change or cancel my order?
If you need to change or cancel an order, please contact us as soon as possible at contact@pawaby.co.uk.
We’ll do our best to help, but changes or cancellations may not be possible once an order has been processed or dispatched.
Will I receive an order confirmation?
Yes. Once your order has been successfully placed, we’ll send an order confirmation to the email address provided at checkout.
If you don't see it, please check your spam or junk folder.
Shipping & Delivery
How long does delivery take?
Our estimated timings are:
Processing: 1–3 business days
Delivery: 5–7 business days
This means you should generally allow approximately 6–10 business days from placing your order to receiving it.
These are estimated timeframes rather than guaranteed delivery dates.
Do you offer delivery in the UK?
Yes. PAWABY is a UK-focused pet accessories store and we offer delivery to eligible UK addresses.
Please check the delivery information shown at checkout for the most current details.
Can my order arrive in separate parcels?
Depending on the products ordered and how they are fulfilled, items from the same order may occasionally arrive separately.
If this happens, don't worry—your remaining item(s) may still be on their way.
What if my order is delayed?
Occasional delivery delays can happen due to courier delays, public holidays, busy periods, weather or circumstances outside our control.
If your order hasn't arrived within the expected timeframe, please contact us with your order number and we'll be happy to look into it.
Can I track my order?
Where tracking is available, tracking information may be provided after your order has been dispatched.
Please allow some time for tracking information to update after dispatch.
Products
Are PAWABY products suitable for all pets?
Every pet is different. Please read the product description and specifications carefully before purchasing.
For toys and other products that pets interact with directly, we recommend supervising your pet during use and choosing products appropriate for their size, age and chewing or playing habits.
How do I choose the right product for my pet?
Product descriptions include useful information such as dimensions, materials, features and suitable pet types where available.
If you're unsure which product is right for your pet, contact us and we'll do our best to help.
Are product colours exactly as shown online?
We make every effort to display products accurately. However, colours may appear slightly different depending on your device, screen settings and lighting.
Payments
What payment methods do you accept?
Available payment methods are displayed during checkout.
Payment options may vary depending on your location, device and other checkout factors.
Is checkout secure?
We take reasonable steps to help keep your information secure.
Payments are processed through secure payment services, and payment information may be handled by the relevant payment provider.
Returns & Refunds
Can I return an item if I change my mind?
Eligible online purchases may be subject to a 14-day cancellation right, subject to applicable exceptions and UK consumer law.
Please contact us before returning an item so we can provide the appropriate instructions.
What if my item arrives damaged or faulty?
Please contact us as soon as possible at contact@pawaby.co.uk.
Include your order number and, where appropriate, clear photographs or video of the issue. This will help us investigate your request and provide the appropriate solution.
How long does a refund take?
Once an eligible return has been received and assessed, any approved refund will generally be issued to the original payment method.
The time it takes for the money to appear in your account can vary depending on your bank or payment provider.
Who pays for return postage?
This depends on the reason for the return and the circumstances of the order.
For change-of-mind returns, you may be responsible for the direct cost of returning an item where permitted by law.
If an item is faulty, damaged or incorrect, we'll work with you to resolve the issue in accordance with your legal rights.
Please contact us before returning anything.
Customer Support
How can I contact PAWABY?
You can contact our team by email or phone.
Email: contact@pawaby.co.uk
Phone: +44 7848 462757
PAWABY
128 City Road
London
EC1V 2NX
United Kingdom
How quickly will you respond?
We aim to respond to customer enquiries within 1–2 business days.
During busy periods, responses may occasionally take a little longer.
What information should I include when contacting you about an order?
For order-related enquiries, please include your order number, the email address used when placing the order and a brief description of your question or issue.
This helps us find your order and assist you more quickly.
Still Have a Question?
Can't find the answer you're looking for?
We're happy to help.
Email us at contact@pawaby.co.uk or call +44 7848 462757.
At PAWABY, we're committed to making your shopping experience simple, reliable and stress-free.
PAWABY — Thoughtful accessories for happier pets.
