Where is my order?

If your order doesn’t arrive within 14 working days (UK) and 28 working days (International) after dispatch, please contact with your order number. Our Customer Service team will investigate this.

Where is my order confirmation?

If you have not received an automatic confirmation, please check your spam folder or any other email address you may have. If you have only entered a mobile number, you will receive text updates. If you still can’t locate your confirmation, please email with your full name and our Customer Service team will be able to help you.

I’d like to cancel/change my order?

Unfortunately due to our new stock system, we are unable to cancel or change orders. Please ensure when ordering you double check your order at checkout. Thank you.

There’s an item missing from my order, what can I do?

Please email with an image of the item/s you have received, alongside your packing slip.

What do I do if I’ve received the wrong item?

Please send a picture of the incorrect item with the packing slip to

I have been sent the wrong sized product - what do I do?

Please send a photo of the size label inside the product along with your packing slip to

What do I do if my item is faulty?

Goods are faulty if they are not of satisfactory quality, fit for purpose or not as described. Please note that items which are damaged due to normal wear and tear; by accident; or through misuse will not be considered faulty. Pawsome Paws Boutique has the right to refuse a refund on these grounds. If your item is faulty, please contact our Customer Service team within 30 days of receiving your order along with your name, order number, and images of the fault.

I’ve received my order but I’m missing my ID tag/phone case, where are they?

All phone cases and ID tags are sent directly from the suppliers so will arrive separately. There should be a sticker on your packing slip explaining this.

I forgot to add a discount code to my order, what can I do?

Unfortunately, this cannot be amended once your order is placed.

If I am purchasing a bundle, can I also use a discount code?

Unfortunately this is not possible as discounts cannot be combined.

I ordered DPD next day delivery and my order hasn’t arrived yet

Please be aware that DPD Next Day delivery is next working day and excludes Saturday/Sunday and Northern Ireland/some parts of the Scottish highlands. Your order must also be placed before 12pm to guarantee next day delivery. Example - if you ordered at 5:30pm on a Friday, your parcel will be processed on Monday morning, for delivery on Tuesday.

Can I track my order?

If you have ordered by Royal Mail 1st Class (not a tracked service), you will receive a Royal Mail reference which you can follow here once the delivery has been attempted/delivered. We estimate up to 10 working days from dispatch for your order to arrive. We cannot be held responsible for any delays caused by Royal Mail. Please also take note of any planned postal strikes, which will affect our dispatching. For DPD delivery, you will receive a tracking number for step-by-step updates.

Do you offer a Click + Collect service?
Unfortunately it is not possible for us to offer a Click + Collect service.

Do I need to pay customs for my international order?

The buyer is responsible for paying the additional costs such as duties, taxes and custom clearance fees. These charges can vary widely and are often based on the price and type of item, package weight and dimensions, origin country, and the taxes, duties and fees of the destination country.

Can I return my order?

You can return your order for a refund as long as the items you purchased are full price and not sale, seconds, ID Tags or Phone Cases. The item/s must also be unwashed, have any labels attached, be unused/not worn/hair free, have no makeup, fake tan or other marks, and not smelling of washing powder/smoke/perfume. Please view our full returns policy here.

Do you offer free returns?

Returns are at the cost and responsibility of the customer. We highly recommend using a recorded postage service to ensure that your return arrives with us safely. Pawsome Paws Boutique cannot be held responsible for returns that are lost in transit.

How do I return an item that I purchased from your TikTok Shop?

Please request a return via TikTok Shop before returning any products to us. Once this has been approved, it can be returned to us using the delivery method that TikTok has provided.

Can I return a sale/seconds/lucky dip item?

No, all sale and seconds items are Final Sale and non-returnable. This is reflected in the discounted price. Please make sure you measure your dog and compare to our size guide before ordering.

Can I return items bought with a Gift Card?

Yes, you can return items bought with a gift card, however you will be refunded back onto your original Pawsome Paws Boutique gift card.

Can I return ID Tags and Phone Cases?

No, as these items are made to order and personalised, they are non-returnable.

Can I exchange an item?

We do not currently offer exchanges on any items. If your item is a full price item, please refer to our returns policy.

I have returned my item, when will I get my refund?

Please allow up to 5 working days for your refund to be processed. If you can see that your return has been delivered back to us, please be assured that our team will be processing the refund. The time it takes for your refund to reach your account will depend on your bank provider.

I’ve received a refund, and it’s not the amount I expected, what should I do?

You can get in touch at with your order number and name. Please refer back to your order confirmation and take into consideration the discount codes that may have been used before contacting us.

I forgot to include my Packing Slip in my return. What can I do?

Please contact our Customer Service team at with your name and order number ASAP so that we can identify your order when it returns back to us.

Can I get a partial refund if the item has gone into the sale since I ordered?

We sometimes change our prices due to trends, seasons and sales. This does unfortunately mean that if the price of an item has changed since you ordered, we are unable to refund the price difference.

Can I return part of a bundle if I ordered the wrong size harness?

Please contact our Customer Service team at to discuss this further.

I’ve paid with Klarna or Clearpay. How does my return work?

With Klarna, you only pay for what you keep. If you return some of or all of your order, Klarna will update your statement as soon as the online store processes your return. If you have any issues regarding your Klarna invoice, please contact their Customer Service team.

I have a query, what is the best way to contact Pawsome Paws Boutique?

The best way to contact us is always via email at Please refrain from contacting via multiple platforms such as Instagram DM's as we have different members of staff monitoring each platform.

I’ve sent a live chat message, when will I get a response?

Chat messages are monitored between 8:30am - 3:30pm, Monday - Friday. We aim to respond to chat messages as quickly as possible.

I’ve sent an email, how long will it take for a reply?

The Customer Service Team operates from 8am-4pm Monday-Friday. Please allow 24 hours for a reply. 
This does exclude weekends from 3:30pm on a Friday and bank holidays.

Will a certain product be restocked?

Some of our collections are limited edition/seasonal so will not restocked. If we plan to restock a product, we will generally add this information to our product listing with an estimated restock date.

You can now sign up to our email notifications on the product listing to be the first to hear on a restock. Please note: occasionally we will put only a handful of return items back into stock. If you have had an email and gone to purchase and it is back out of stock, unfortunately it has sold out again so please sign back up to the email notification.

Sale items will not be restocked.

I had an item in my basket and it has gone when I went to check out. Why is this?

During busy periods such as Black Friday and launches, items do sell out quickly due to demand. Unfortunately, nothing is secure in your basket until you check out.

How do I know which size to buy?

To ensure the most perfect and comfortable fit for your dog, we would recommend measuring your dog and referring to the size guides of the product required. Specific size guides can be found on each product listing. You can also use our size calculator on the product listing - click 'What’s My Size?'.

I purchased a Pawsome Paws Boutique item from a different retailer, but it is faulty. What do I do?

Please contact the retailer that you purchased from directly.