We know your order may be needed at a difficult time. Here is everything you need to know about getting your kit to you – and what happens if anything isn’t right.
Delivery
| Cost | Free on every order |
| Where | UK addresses only |
| Dispatch | Within 1 working day of your order |
| Service | Royal Mail Tracked – you’ll receive a tracking link by email |
| Arrival | Usually the next working day after dispatch (not guaranteed) |
| Packaging | A plain kraft box, with nothing on the outside to show what’s inside |
If your order hasn’t arrived within 5 working days of dispatch, please email support@pawseternal.co.uk and we’ll look into it with Royal Mail straight away.
Something wrong with your order?
If anything arrives damaged, faulty, or not as described, we’re sorry. Please email support@pawseternal.co.uk as soon as you can, with your order number and a photo if possible. We’ll send a replacement or give you a full refund – whichever you prefer – and we’ll cover any return postage.
This doesn’t affect your legal rights under the Consumer Rights Act 2015.
Changed your mind?
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You can cancel within 14 days of receiving your order, for any reason.
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Email support@pawseternal.co.uk with your name, order number and that you’d like to cancel.
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Send the items back within 14 days of telling us, to the address below. Please use a tracked service; return postage is paid by you.
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We’ll refund you in full within 14 days of receiving the items (or proof you’ve sent them), to your original payment method.
Items should be unused and in their original condition. If they’ve been used, we may reduce the refund to reflect that.
Returns address
Paws Eternal Limited, 71–75 Shelton Street, Covent Garden, London WC2H 9JQ
Need help choosing?
If you’re unsure which kit or pouch size is right for your pet, please email us before ordering. We’re happy to help.
Full details are in our Terms and Conditions.