FAQ
A few helpful answers
Everything about ordering, delivery, returns and our products in one place.
Orders & payment
How do I place an order?
Add the products you like to your cart, open the cart and select Checkout. You’ll enter your delivery and payment details on our secure Shopify checkout, and we’ll email you an order confirmation once your order is placed. See How to order for a step-by-step guide.
Which payment methods can I use?
All available payment methods are shown at checkout. Payments are processed securely by Shopify and we never see or store your full card details.
Can I change or cancel my order?
Please reach us through our contact page as soon as possible with your order number. If your order hasn’t been processed yet, we’ll do our best to change or cancel it. Once it has shipped, you can still return it under our refund policy.
Shipping & delivery
Where do orders ship from?
Our products are shipped from our fulfilment partner’s warehouse in China.
How long will delivery take?
Orders are usually prepared within 1–3 days (around 90% of orders). After dispatch, the estimated delivery time to Spain is 8–18 days.
These are estimates, not guarantees. Full details are in our shipping policy.
How much does shipping cost?
Shipping costs depend on your delivery address and are shown at checkout before you pay.
Will I be able to track my order?
When your order ships we’ll send you a shipping confirmation email, including tracking details whenever they are available for your shipping method.
Why did only part of my order arrive?
If you order more than one item, your products may be shipped in separate packages and arrive on different days. If something is still missing after the estimated delivery time, reach us through our contact page.
Will I have to pay import duties or taxes?
Depending on your country, import duties or taxes may apply. Where these can be collected at checkout, they are shown there before you pay.
Returns & refunds
Can I return an item?
Yes. You can cancel your order and return items within 14 days of receiving them, without giving a reason. Please contact us first so we can send you return instructions. Read the full refund policy.
My item arrived damaged or isn't what I ordered. What should I do?
We’re sorry! Please reach us through our contact page as soon as possible with your order number and a photo of the problem, and we’ll arrange a replacement or a full refund at no cost to you.
Our products
Is the Paw Washer for cats or dogs?
Both — the Paw Washer is made for cats and dogs.
Which sizes does the Paw Washer come in?
It comes in two sizes, S and M. If you’re not sure which size suits your pet, message us before ordering and we’ll help.
How do I use the Paw Washer?
Add a little water, place your pet’s paw inside and gently move the cup so the silicone brush loosens mud and dirt, then dry the paw. Afterwards, empty the cup, rinse it and let it dry.
Still have a question? Get in touch — we’re happy to help.