Frequently Asked Questions

Orders & Shipping

Where do you ship from?

All orders ship from our EU warehouse based in Germany. This means no customs fees, no long waits, and no surprises.

How long does delivery take?

Most orders arrive within 3–7 business days, depending on your location within Europe. Germany and the Netherlands typically receive orders within 2–4 days.

Do you offer free shipping?

Yes! All orders over €40 ship free. Orders under €40 have a flat shipping fee of €4.95.

Can I track my order?

Absolutely. Once your order ships, you'll receive an email with a tracking number so you can follow your delivery every step of the way.

Products

Are your products safe for pets?

Yes. All products are selected with pet safety in mind. Natural materials like seagrass are non-toxic. We only stock products that meet EU safety standards.

What if a product arrives damaged?

If your order arrives damaged, please email us at hello@pawly.eu within 48 hours with photos. We'll send a replacement or full refund immediately.

Do you restock sold-out products?

We try to keep popular products in stock. If something is sold out, you can email us to be notified when it's back.

Returns

What is your return policy?

We offer a 30-day return policy. Items must be unused and in original packaging. See our Returns page for full details.

How do I start a return?

Email hello@pawly.eu with your order number and we'll guide you through the process.

Payments

What payment methods do you accept?

We accept all major credit and debit cards via Shopify Payments (Visa, Mastercard, American Express), as well as PayPal.

Is it safe to pay on your site?

Yes. All payments are processed through Shopify's secure, PCI-compliant payment infrastructure. We never store your card details.