Returns & Exchanges

Every item in the shop is made to order and personalized with your pet's name, so each one is produced for a single dog or cat and no one else. That shapes how returns work here.

Change of mind

Because every item is made to order and personalized, we are unable to accept returns or exchanges for a change of mind. Please check your pet's name and the spelling carefully before you place your order, and have a look at the size listed on the product page.

Damaged or incorrect orders

If your order arrives damaged, or the print or the name is not what you ordered, email us at pawandboneatelier@gmail.com within 14 days of delivery. Include a photo of the item and your order number.

You choose what happens next: a replacement made fresh, or a full refund. Either way you keep the original item, and there is nothing to send back.

Spelling

We print the name exactly as it is entered at checkout, including capitals and punctuation. If a typo slips in on your side we cannot remake the item free of charge, but do get in touch and we will see what we can do.

Lost or delayed parcels

International delivery can take up to 30 business days. If your tracking has not moved for a while, or your parcel has not arrived once that window has passed, email us and we will chase it with the carrier.

Cancellations

Orders go into production quickly. If you need to cancel or change something, email us as soon as you can and we will cancel it if production has not started yet.

Getting in touch

Email pawandboneatelier@gmail.com with your order number and we will come back to you.