Terms of service

Last updated: 30 July 2026

1. About these terms

These terms apply when you use pawandorderstore.co.uk or purchase products from Paw & Order.

Please read them before placing an order. By submitting an order, you agree to these terms.

Nothing in these terms affects your statutory consumer rights.

2. About Paw & Order

This website is operated by:

Legal name: Abigail Phillips Browne
Trading name: Paw & Order
Business structure: Sole trader
Business address: 1 Grace Mews, London, SE20 7QU, United Kingdom
Email: hello@pawandorderstore.co.uk

References to “Paw & Order”, “we”, “us” or “our” mean Abigail Phillips Browne, a sole trader trading as Paw & Order.

3. Who may place an order

You must be at least 18 years old and legally capable of entering into a contract to place an order.

You are responsible for ensuring that the information supplied with your order is complete and accurate.

4. Products

We take reasonable care to describe and display our products accurately.

Colours may appear slightly different depending on photography, lighting, screen settings and reasonable manufacturing variations.

Measurements are approximate unless stated otherwise. Please read the sizing information on the relevant product page before ordering.

Product packaging may differ from the packaging shown in photographs.

These reasonable differences do not affect your rights where a product is materially different from its description.

5. Product availability

Products are subject to availability.

Adding a product to your basket does not reserve it.

If a product becomes unavailable after an order is submitted, we will contact you and refund any amount paid for the unavailable product.

6. Personalisation and engraving

Some products may be personalised using wording supplied by the customer.

You are responsible for checking:

Spelling.
Names.
Telephone numbers.
Capitalisation and punctuation.
The selected product, colour and size.
Whether the wording meets any stated character limit.

We will normally reproduce the personalisation information accepted with the order.

We may contact you where the wording is unclear or cannot reasonably be produced.

We may refuse personalisation containing unlawful, abusive, threatening, discriminatory or infringing material.

Personalised products cannot normally be cancelled or returned because of a change of mind once they have been made to your specifications.

This does not affect your rights where a product is faulty, not as described or has been personalised differently from the instructions accepted with your order.

7. Placing and accepting an order

Our website allows you to check and correct your order before submitting it.

After placing an order, you should receive an acknowledgement email. This confirms that we have received the order but does not necessarily mean that it has been accepted.

A contract is formed when we confirm that the order has been accepted or dispatched, whichever occurs first.

We may decline or cancel an order where:

A product is unavailable.
Payment cannot be authorised.
There is an obvious pricing or description error.
We reasonably suspect fraud or misuse.
We cannot fulfil the requested personalisation.
We cannot deliver to the supplied address.
The order breaches these terms.

If payment has already been taken for an order we cannot accept, we will refund it.

8. Prices and payment

Prices are displayed in pounds sterling.

Prices include applicable UK VAT where Paw & Order is legally required to charge it.

Standard UK delivery is included in the displayed product price and provided without an additional delivery charge.

Any optional additional charges will be displayed before you submit the order.

Payment must be authorised before an order is processed.

If we identify an obvious pricing error, we will contact you before dispatch. You may either pay the correct price or cancel the affected product for a full refund.

9. Delivery

We currently deliver to addresses in the United Kingdom.

We do not currently offer international delivery.

Orders are normally processed within 2–3 working days and sent using Royal Mail Tracked 48.

Most orders should arrive within approximately 4–6 working days after being placed. This is an estimate rather than a guaranteed delivery date.

Unless another timeframe has been agreed, products will be delivered without undue delay and no later than 30 days after the order is accepted.

Further information is available in our Delivery Information.

10. Delivery addresses

You must provide a complete and accurate delivery address.

Contact us immediately if you notice an error. We cannot guarantee that an address can be changed once processing or dispatch has begun.

We may ask you to cover reasonable additional costs where an order must be sent again because the customer supplied an incorrect or incomplete address.

The product becomes your responsibility when it is delivered to you or to somebody you nominated to receive it.

11. Delays outside our control

We are not responsible for delays caused by events outside our reasonable control, provided that we take reasonable steps to minimise the effect and contact you where appropriate.

If there is a substantial delay, you may contact us to discuss cancellation and a refund for products you have not received.

Nothing in this section removes rights that the law gives you where delivery is late or does not take place.

12. Cancellation, returns and refunds

Your rights to cancel or return a product are explained in our Returns, Refunds and Exchanges Policy.

For most non-personalised products purchased online, you may notify us within 14 days after delivery that you wish to cancel and then return the product within a further 14 days.

This change-of-mind cancellation right does not normally apply to products made to your specifications or clearly personalised for you.

Personalised products remain covered where they are faulty, incorrect or not as described.

13. Faulty products

Products must be of satisfactory quality, fit for their normal purpose and as described.

Depending on the circumstances and when the issue is reported, your remedies may include a refund, repair, replacement or price reduction.

Nothing in these terms limits your rights under the Consumer Rights Act 2015 or other applicable consumer law.

14. Collar use and safety

You are responsible for selecting a product appropriate for your dog’s size, behaviour and intended activity.

Collars should be fitted securely without restricting comfortable breathing or movement.

Check the collar’s fit and condition regularly, particularly where:

The dog is still growing.
The collar is used frequently.
The dog pulls heavily.
The product has been exposed to water, dirt or rough conditions.

Stop using the product if it shows significant wear, torn stitching, cracking, deformation or damage to its fastening or hardware.

No collar is indestructible. Products should not be left with a dog likely to chew them.

This guidance does not remove our responsibility where a product is defective, unsafe or not as described.

15. Website use

You may use this website only for lawful purposes.

You must not:

Attempt to gain unauthorised access to the website or its systems.
Introduce viruses, malicious code or harmful material.
Interfere with the website’s proper operation.
Use the website fraudulently.
Copy or commercially exploit its content without permission, except where the law allows.

We may suspend access where reasonably necessary to protect the website, the business or its customers.

16. Intellectual property

Unless stated otherwise, Paw & Order owns or is authorised to use the website’s branding, written content, product photography, graphics and other original material.

You may view and make reasonable personal use of the website.

No intellectual-property rights are transferred to you.

Third-party trademarks and materials remain the property of their respective owners.

17. Personal information

We process personal information as described in our Privacy Policy.

Please read that policy for information about the data we collect, how it is used and the rights available to you.

18. Our responsibility to you

We are responsible for foreseeable loss or damage caused by our breach of these terms or failure to use reasonable care and skill.

We are not responsible for loss or damage that was not reasonably foreseeable when the contract was formed.

We do not exclude or limit liability where it would be unlawful to do so, including liability for:

Death or personal injury caused by negligence.
Fraud or fraudulent misrepresentation.
Defective products where liability cannot legally be excluded.
Breach of your statutory consumer rights.

Products are sold for personal and domestic use. We are not responsible for business losses where you purchase as a consumer.

19. Changes to these terms

We may update these terms to reflect changes in the business, our services or applicable law.

The terms in force when an order was placed will normally apply to that order.

The latest version will be published on this website with an updated revision date.

20. If part of these terms is invalid

If a court or competent authority finds that part of these terms is invalid or unenforceable, the remaining provisions will continue to apply.

21. Third-party rights

The contract is between you and us. No other person has a right to enforce it except where applicable law provides otherwise.

22. Governing law and courts

These terms and contracts made through the website are governed by the law of England and Wales.

Customers living in Scotland or Northern Ireland retain the right to bring proceedings in their local courts where applicable.

You may also retain mandatory consumer rights under the law of the country in which you live.

23. Contact us

Questions, complaints and notices should be sent to:

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, United Kingdom