Delivery
Free tracked delivery worldwide, already included in the price. Most orders arrive in three to five weeks — here is exactly why, and what happens if yours does not.
When will my order ship?
Orders are prepared and dispatched within 2–5 business days. You will receive a dispatch email with a tracking number as soon as the parcel leaves.
How long does delivery take?
“Once dispatched, parcels travel for around 18 days on average through our trusted international tracked-delivery network — chosen specifically because it delivers reliably to almost every country in the world. Counting preparation, a realistic total is three to five weeks.”
What does shipping cost?
Nothing. Delivery is free on every order, to every country, with no minimum and no threshold. The price on the product page is the price you pay.
Tracking your order
Every order is tracked. Your tracking number arrives by email and you can follow the parcel at any time on our Track Your Order page. Tracking can take a few days to start updating after dispatch — that is normal and does not mean the parcel is lost.
Customs and import charges
Some orders are dispatched from outside the European Union. Depending on your country, import VAT or a customs charge may be payable before delivery. If you are unsure what applies to your address, email us before you order and we will tell you.
Can I cancel my order?
Yes, with no penalty, within 24 hours of placing it and before it has been dispatched. Email us with the subject line CANCEL and your order number.
Separately from this, you always have the 14-day right of withdrawal under EU consumer law once the goods arrive. See Refunds & Returns.
I entered the wrong address
Reply to your order confirmation email straight away with the correct address. If the order has not been dispatched, we can correct it. Once a parcel is with the carrier the address cannot be changed.
My item arrived damaged
Send us your order number and a photograph of the damage and we will replace it or refund you. You do not pay anything to correct our mistake — no return postage, no restocking fee.
My parcel is late
Contact us. Delivery is our responsibility until the goods reach you, so chasing the carrier is our job, not yours. If a parcel is genuinely lost we replace it or refund you in full.
Still have a question?
Email contact@pawsprestige.org and we answer within one working day.
