FAQ
How Can I Contact Pawthorne?
You can get in touch with us at pawthornestore@gmail.com where our dedicated Customer Service team who are available Monday-Friday 9AM-5PM will be happy to help you with whatever you need.
Do You Ship Worldwide?
Yes!
Where Do You Ship From?
We ship from United Kingdom & Hong Kong.
Can I Change Or Cancel My Order?
We aim to process orders as fast as possible, so you must request any changes/cancellations within 12 hours of ordering. Please understand that requests after this time will be denied. Your order can be returned for a full refund after it is received.
What Payment Methods Do You Accept?
We accept all major Credit Cards (VISA, Mastercard, AMEX) & PayPal.
When Will My Order Be Processed?
Orders are handled and shipped out from our warehouse. Please allow extra time for your order to be processed during holidays and sale seasons. We process orders between Monday & Friday. Orders will be processed within 1-3 Business Days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends.
How Long Will It Take To Receive My Order?
We're experiencing high demand right now so please allow extra time for delivery but we currently anticipate delivery taking between 3-5 Working Days.
What If I Don't Receive My Order?
We apologise if you don't receive your order within 30 days after shipping, but if this is the case you are eligible for a full refund.
Will I Be Charged With Customs & Taxes?
Prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. Please contact your local customs office for further details of charges,
How Do I Return An Item?
Please contact us at pawthornestore@gmail.com where our dedicated Customer Service team who are available Monday-Friday 9AM-5PM will be happy to help you to process your return.
What If The Item(s) I Received Are Defective/Incorrect/Damaged?
Please contact us if you have received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.
When Will I Receive My Refund?
Refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account. If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.