Customer Care

Returns, Refunds & Replacements

Your PawMe piece is made especially for you. Here’s how we handle order changes and help when something isn’t right.

30-Day Quality Warranty

If your item has a production or printing error, arrives damaged, or is the wrong item, please contact us within 30 days of receiving your order. We offer a free remake or refund for confirmed issues covered by this warranty.

We recommend recording an unboxing video when your parcel arrives and keeping clear photos of any issues to help us review your request.

Returns for Personalised Items

Personalised items generally cannot be returned or exchanged due to a change of mind. Each piece is created using the photos, text, and product options you provide. If there is an issue with how we made your item, our 30-day quality warranty is here to help.

Order Changes & Cancellations

Before your order enters production, please email us immediately if you need to make a change. Include your order number and the exact details you would like to update so we can check whether the change is still possible.

Once production has started, orders cannot be changed or cancelled. Please review your uploaded photos, name and text spelling, and selected product model carefully before placing your order.

Incorrect Photos, Text or Product Options

If you uploaded the wrong photo, misspelled a name, or selected the wrong model, contact us immediately before production begins. If your item has already entered production and is made according to the details you submitted, these mistakes are not covered by our free remake or refund policy.

How to Report an Issue

Email us within 30 days of delivery. To help us review your order, please include:

Your order number and a brief description of the issue.
Clear photos of the full item and close-up photos showing the problem.
Photos of the parcel and packaging if the item arrived damaged or incorrect.
Your unboxing video, if available.

We may ask for additional photos or video details to understand the issue. Once we confirm a production error, printing error, damage on arrival, or an incorrect item, we will arrange a free remake or refund with you.

Colour & Placement Variations