Frequently Asked Questions

When can I expect my order?

Processing time: Your order will be processed within 1-3 business days.

Order deadline: Orders placed on business days before 17:00 (GMT+01:00) will be processed the same day. Orders placed after 17:00, at weekends or on public holidays will be processed the next business day.

Delivery time: Our delivery time is 6-10 business days. Please note that this is an estimate and may vary depending on location and any customs delays. The total delivery time, including processing time, is 7-13 business days.

This applies to:

  • United Kingdom

Please note: In exceptional cases, such as during public holidays, periods of high demand or delays with the delivery service, delivery times may vary.

The expected delivery time has passed, where is my order?

In most cases orders are delivered within the indicated delivery time. However, it can happen that a shipment is delayed.

Have you waited 3 additional business days after the maximum delivery time and still not received your order? Please contact us at support@pawlux.co.uk and we will look into this for you.

How much are the shipping costs?

At PawLux you always enjoy free shipping within the United Kingdom.

How can I pay for my order?

We offer safe and reliable payment methods. You can pay at PawLux with:

  • Visa
  • Mastercard
  • Apple Pay
  • Google Pay

All payments are processed via a secure SSL connection and comply with the applicable security standards (PCI-DSS).

I am missing one or more products, how is this possible?

It can happen that an order is shipped in multiple packages, for example for logistical reasons or when products come from different suppliers.

When you order multiple items at the same time, it is possible that they are not delivered simultaneously. Don't worry — your order is on its way. The remaining part will usually be delivered within a few business days.

What should I do if I receive a damaged shipment?

Unfortunately it can happen that an order is damaged during transport. In this case please contact us immediately at support@pawlux.co.uk

Important:

  • Take clear photos of the damage
  • Add these photos to your email
  • Do not return the item before you have contacted us

Our customer service will handle your report as quickly as possible and will work with you to find an appropriate solution.

What if I ordered the wrong product, it doesn't fit or I don't want to keep it?

Please first contact our customer service at support@pawlux.co.uk. We will look together at what the best solution is.

If a return is necessary and this is not the result of an error on our part, you only pay the return shipping costs.

Do you have any other questions?

Email: support@pawlux.co.uk

Or contact us via the contact form on our website.

Company Information

Webshop: PawLux

Legal entity: WilmsCollective

KVK: 99437465

VAT: NL005385642B98

Address: Visserstraat 28, 6067 CE Linne, Netherlands

Email: support@pawlux.co.uk

Phone: +31 85 400 6648

Customer Service Hours

Monday - Friday: 08:00 - 18:00

Saturday - Sunday: 10:00 - 16:00