Refund policy

Return, Exchange & Refund Policy

At Pawelier, we want to make sure your companion gets the right fit. That’s why we prioritize size exchanges and are happy to help you find the correct size if needed.

Our UK support team is here to assist you, and we aim to reply within 24 hours on business days. You can contact us anytime at contact@pawelier.com or submit our Return & Exchange Form.

Size Exchanges

If you need a different size, please contact us within 14 days of receiving your order. Please note that you have 14 days from the delivery date to return the item to be eligible for a refund or exchange.

To request an exchange:

• Email contact@pawelier.com, or
• Submit the Return & Exchange Form

Once your exchange request is confirmed, you will need to send the item back at your own return shipping cost. The item must be returned in its original condition and packaging.

After we receive and inspect the returned item, we will process your exchange and ship the replacement as soon as possible.

Refunds

Please note that you have 14 days from the delivery date to return the item to be eligible for a refund or exchange.

To request a refund, please provide:

• A clear photo of the product showing the issue
• A brief explanation of the problem

Once we review and confirm the issue, we will provide return instructions and direct you to the most suitable warehouse. After the returned item has been received and inspected, your refund will be issued to your original payment method.

Please note that for eligible returned items, a 5% restocking fee will be applied and deducted from the total refund amount.

Return Warehouses

To make returns and exchanges more convenient, Pawelier operates warehouses in the following regions:

• United Kingdom
• United States
• European Union
• Australia

Based on your location, we will guide you to return your item to the nearest warehouse whenever possible.

Contact Us

For any questions about sizing, exchanges, returns, or refunds, please contact our UK support team at contact@pawelier.com. We aim to reply within 24 hours on business days.