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 personalized and made to order, we can't accept returns or exchanges for a change of mind. For EU and UK customers: the 14-day right of withdrawal does not apply to personalized goods. Please check your pet's name, the spelling and the size before you order.

Changes and cancellations

Email us within 12 hours of ordering. If production hasn't started yet, we'll change or cancel your order free of charge.

Damaged, defective or incorrect orders

If your order arrives damaged, has a printing defect, or the name or product is not what you ordered, email contact@pawandboneatelier.com within 30 days of delivery. Include your order number and a photo.

You choose what happens next: a free replacement or a full refund. You don't need to send anything back unless we ask, and if we do, we cover the return shipping.

Spelling

We print the name exactly as it is entered at checkout, including capitals and punctuation. Errors in the details you entered are not covered.

Refunds

Approved refunds go back to your original payment method within 14 days.

Lost parcels

If the carrier confirms your parcel is lost, we'll send a free replacement or refund you in full.

Full details: Refund Policy. Your statutory rights are not affected.