Frequently Asked Questions
Questions, Answered Simply
Shopping for pet essentials should feel easy. Here you’ll find clear answers about PawLiving products, orders, payment, delivery, tracking, returns, and customer support.
If you cannot find the answer you need, contact us at support@pawliving.shop. Our support team is available Monday to Friday, 9:00 AM–5:00 PM France time, and we aim to respond to most enquiries within 1–2 business days.
About PawLiving
What is PawLiving?
PawLiving is an online pet-supplies store offering practical products for everyday life with dogs and cats. Our collection includes pet beds, grooming and care accessories, feeding products, interactive toys, and enrichment essentials.
Where is PawLiving based?
Our business address is in Saint-Ouen, France. We currently sell and deliver to eligible addresses within France only.
Do you have a physical store?
No. PawLiving is an online-only store. Our business address is not a public shop, showroom, customer pickup location, warehouse collection point, or automatic return address.
Where do you deliver?
We currently deliver to eligible addresses within France. International delivery is not currently available unless an international destination is specifically displayed at checkout.
Products and Pet Suitability
How can I choose the right product for my pet?
Read the full product page before ordering. Check the product features, dimensions, materials, care instructions, intended use, and any suitability information.
Consider your pet’s size, age, breed, coat type, chewing habits, activity level, sensitivity, and usual routine. If you need help deciding, email us at support@pawliving.shop before placing your order.
Are your products suitable for every pet?
Not always. Product suitability can depend on your pet’s size, age, breed, coat type, chewing habits, play style, sensitivity, health condition, and how the product is used.
Please review the product description and instructions carefully before ordering. If you are unsure, contact us with relevant details and we will try to provide general guidance.
How should I use a pet product safely?
Follow the instructions, warnings, care guidance, and intended-use information shown on the product page or supplied with the product.
Supervise your pet where appropriate, especially when using toys, feeding accessories, grooming tools, treat-dispensing products, or products with small parts.
Inspect products regularly. Stop using a product if it becomes damaged, torn, broken, loose, or otherwise unsuitable for continued use.
What should I do if my item is damaged or not working correctly?
Contact us as soon as reasonably possible at support@pawliving.shop.
Please include:
- Your order number
- A clear description of the issue
- Clear photographs of the product
- Photographs of the packaging and shipping label
- A short video if it helps show a functional issue
Do not dispose of the product or packaging before we review the issue, unless doing so is necessary for safety reasons.
Orders and Payments
Which payment methods do you accept?
We accept the payment methods displayed at checkout. Available options may vary depending on your device, browser, order details, location, and payment-provider settings.
Which currency do you use?
All prices are displayed in euros (€), unless otherwise stated at checkout.
When will I be charged?
Your payment method may be authorised or charged when you submit and confirm your order at checkout.
The final order total, including applicable discounts, shipping charges, and taxes where applicable, is shown before you complete payment.
Can I change or cancel my order?
Contact us as soon as possible at support@pawliving.shop or +33 0651895430 if you need to change or cancel an order.
We will try to help, but changes and cancellations cannot be guaranteed once an order has entered processing, packing, or dispatch.
If your order has already been dispatched, you may still have a statutory right of withdrawal for eligible purchases.
Can I use a discount code?
If you have a valid PawLiving discount code, enter it at checkout before completing payment.
Only one discount code may be used per order unless otherwise stated. Discount codes cannot normally be applied after an order has been completed.
Shipping and Tracking
How long does order processing take?
Orders are typically processed within 1–2 business days, Monday to Friday, excluding public holidays.
Processing time is separate from carrier transit time.
What delivery options do you offer?
We currently offer the following delivery options within France:
| Delivery option | Estimated transit time after processing | Cost |
|---|---|---|
| Free Shipping | 5–8 business days | Free |
| Express Shipping | 3–5 business days | €4.99 |
Delivery times are estimates, not guaranteed delivery dates. The final shipping options, costs, and delivery estimates for your order are shown at checkout.
How can I track my order?
When tracking is available, we send a shipping-confirmation email after your order has been dispatched.
This email may include the carrier name, tracking number, shipment status, and a tracking link.
You may also use our Track Your Order page to view delivery updates using your tracking number. Please allow time for carrier tracking information to update after dispatch.
My order is delayed. What should I do?
Delivery can be affected by carrier delays, public holidays, high order volumes, weather, address-verification issues, or transport disruptions.
If your order is delayed beyond the estimated delivery window, email support@pawliving.shop with your order number. We will review the available tracking information and assist where possible.
What if I entered the wrong delivery address?
Contact us immediately at support@pawliving.shop.
We will make reasonable efforts to help, but an address change cannot be guaranteed once your order has been processed or shipped.
Please check your delivery details carefully before completing checkout. Incorrect or incomplete information can cause delays, failed delivery, return-to-sender issues, or additional delivery costs.
My tracking says delivered, but I cannot find my parcel. What should I do?
First, check the delivery area, household members, neighbours, building management, carrier notices, and any designated collection point.
If the parcel remains missing, contact the carrier using your tracking information and then contact us with your order number. We will review the circumstances and assist with carrier enquiries where possible.
Your mandatory consumer rights remain unaffected.
Returns and Refunds
Can I return an item?
If you are a consumer, you generally have a statutory right to withdraw from eligible distance purchases within 14 days without giving a reason.
The withdrawal period generally begins on the day you, or a third party named by you other than the carrier, receive the goods. If items from the same order are delivered separately, the period begins when the final item or shipment is received.
How do I start a return?
Contact us before returning any product.
Email: support@pawliving.shop
Phone: +33 0651895430
Please include your order number, the item or items you wish to return, and your preferred contact email.
We will provide the correct return instructions and return destination for your order.
Do not send a return to our business address unless we provide written confirmation that it is the correct return destination.
Who pays for return shipping?
For ordinary statutory withdrawals, customers are generally responsible for the direct cost of return shipping unless we expressly confirm otherwise or applicable law requires otherwise.
For confirmed damaged, defective, incomplete, incorrect, or materially misrepresented items, we will provide appropriate return instructions. You will not be required to pay return costs where the issue is confirmed to be our responsibility.
When will I receive my refund?
For a valid withdrawal, we process refunds without undue delay and no later than 14 days after receiving your withdrawal notice.
We may wait until we receive the returned item or proof that you sent it back, whichever happens first.
Approved refunds are sent to the original payment method unless you agree to another method. Your bank, card issuer, or payment provider may need additional time to show the refund in your account.
Is Express Shipping refundable?
For a valid withdrawal, we refund the cost of the least expensive standard delivery option offered for the order.
Since Free Shipping is our standard delivery option, the additional €4.99 Express Shipping charge is generally not refundable.
Can I exchange an item?
We do not guarantee direct exchanges.
If you need another product, colour, or size, you may return an eligible item within the applicable withdrawal period and place a new order.
If your item is damaged, defective, incomplete, or incorrectly supplied, contact us before placing a new order so we can review the appropriate solution.
Are sealed or hygiene-related products returnable?
Certain sealed products may fall within a legal withdrawal exception when a seal has been removed after delivery and the legal requirements for that exception are met.
This exception does not apply automatically just because an item is sealed, opened, or supplied in ordinary packaging. Each request is assessed in accordance with applicable law.
Your rights for defective, damaged, incorrect, incomplete, or materially misrepresented products remain unaffected.
Need More Help?
Still have a question? We are here to help.
Email: support@pawliving.shop
Phone: +33 0651895430
Support hours: Monday–Friday, 9:00 AM–5:00 PM, France time (CET/CEST)
Response time: Most enquiries are answered within 1–2 business days.