Shipping policy

Last updated: 30 July 2026

We know your pup is probably waiting by the letterbox already. Here is what to expect while we prepare and deliver your Paw & Order purchase.

Free UK delivery

Standard delivery is free on all Paw & Order orders sent to a UK address.

We currently deliver throughout the United Kingdom, including Northern Ireland.

We do not currently offer international delivery.

Processing and dispatch

Orders are normally prepared and dispatched within 2–3 working days.

This includes products ordered with personalised engraving.

Working days are Monday to Friday, excluding UK bank holidays.

Each engraving is prepared using the information submitted with the order, so please check all names, telephone numbers and other wording carefully before completing your purchase.

Processing may take slightly longer during particularly busy periods or around public holidays. We will contact you if there is likely to be a significant delay.

Standard delivery

Orders are normally sent using Royal Mail Tracked 48.

Royal Mail aims to deliver Tracked 48 orders within 2–3 working days after dispatch.

Most orders should therefore arrive within approximately 4–6 working days after they are placed, although this is an estimate rather than a guaranteed delivery date.

Unless we agree a different delivery date with you, we will deliver your order without undue delay and no later than 30 days after accepting it.

Tracking

Where tracking is available, we will send your tracking details to the email address supplied with your order.

Tracking information may take a short time to update after the parcel has been dispatched.

Checking your delivery address

Please check that your delivery address is complete and accurate before submitting your order.

We will try to amend the address where possible, but we cannot guarantee that an order can be changed after it has entered processing or been dispatched.

We may ask you to cover reasonable additional delivery costs if an order must be sent again because an incorrect or incomplete address was supplied.

Delayed orders

Postal delays can occasionally happen outside our reasonable control.

Please check your tracking information first and contact us at hello@pawandorderstore.co.uk if your order has not arrived within seven working days of its expected delivery date.

We will investigate the delivery with Royal Mail and explain the available next steps.

If we cannot deliver your order within the agreed timeframe, you may have the right to cancel it and receive a refund.

Missing parcels

Please contact us if tracking shows that your order has been delivered but you have not received it.

Before contacting us, please:

Check around the delivery location.
Ask other members of your household.
Check with neighbours or your building reception.
Confirm that the delivery address on your order is correct.

We will investigate the matter with Royal Mail. Your legal rights are not affected.

Damaged or incorrect orders

Please contact us as soon as reasonably possible if your order arrives damaged, faulty or incorrect.

Email hello@pawandorderstore.co.uk and include:

Your order number.
A description of the issue.
Clear photographs where reasonably possible.

Please do not return the product before contacting us. We will provide the appropriate instructions and, where required, arrange or cover reasonable return costs.

Risk and ownership

The product becomes your responsibility when it is delivered to you or to somebody you have identified to receive it on your behalf.

Contact us

Paw & Order
Operated by: Abigail Phillips Browne, a sole trader trading as Paw & Order
Email: hello@pawandorderstore.co.uk
Business address: 1 Grace Mews, London, SE20 7QU

Your cart is empty