Returns & Exchanges
What is your return policy?
We want you to be completely satisfied with your purchase! You can return items within 30 days of purchase, as long as they’re in their original condition (unused, unworn, and in the original packaging). We’ll process your refund to your original payment method. If you need help, let us know—we’re here to assist you!
How can I exchange an item?
Exchanging an item is easy! Simply return the original product through our return process, and place a new order for the item you’d like instead. If you’re unsure about availability, feel free to contact us—we’ll check for you!
Are return shipping fees covered?
In most cases, the customer covers return shipping fees, unless the return is due to an error on our part (like receiving the wrong item). Reach out if you’re unsure—we’ll guide you through the process.
Shipping
How long will it take for my order to arrive?
We aim to deliver your order as quickly as possible! Typically, it takes 6 to 9 business days for your items to arrive. Delivery times vary depending on your location, so if you have questions, feel free to reach out.
Can I track my shipment?
Tracking your order is simple! Visit the Track My Order section on our website, where you can enter your Order Number or the Tracking Number we provided to see the latest updates on your shipment.
How much does shipment cost?
We’re happy to offer free shipping on all orders over €25, no matter where you’re located! For orders below €25, standard shipping rates apply.
Payments & Security
What payment methods do you accept?
We want to make checkout easy and secure for you! We accept major credit cards, PayPal, Apple Pay, and Google Pay.
Is my payment information secure?
Your security is our priority. We use SSL encryption technology to protect your personal and payment information during every transaction.
Can I save my payment information for future orders?
Yes! During checkout, you’ll have the option to save your payment details securely, making future purchases even faster and easier.
General
How can I contact customer support?
We’re always happy to help! Visit our Contact Us page to find our contact form, email address, and phone number. Let us know what you need, and we’ll get back to you promptly.
How can I keep up-to-date with new release?
Follow us on Social Media where you can stay up to date on the latest trends, styles and new products! @petparadiseatelier
You can also sign up for email and SMS updates on all our styles and promotions - there is a sign up box at the bottom of our website!
Contact
How can I reach your customer service team?
We’re here for you! Head to our Contact Us page to find all the ways to get in touch—whether you prefer using our contact form, sending an email, or giving us a call.
What hours is customer service available?
Our friendly team is available Everyday, from 9 AM to 6 PM (local time). We’ll respond to your inquiry as quickly as possible, usually within 24 hours.
Can I leave feedback or a suggestion?
We love hearing from our customers! Feel free to share your ideas and feedback through our Contact Us page. Your input helps us serve you better.
Size & Fit
How do I know what size to order for my pet?
We provide size charts for most items, especially clothing and accessories. Measure your pet and compare it to the chart—it’s quick and easy! If you need guidance, let us know.
My pet’s size falls between two options—what should I do?
When in doubt, we recommend choosing the larger size for comfort. If you’re unsure, we’re here to help—just ask!
Can I return a product if it doesn't fit?
Yes! If the item doesn’t fit, you can return it as long as it’s in new and unused condition. Check our Returns & Exchanges policy for more details, or reach out to us for assistance.
Products
Are your products safe for pets?
Yes, absolutely! All of our products are carefully selected to ensure they’re safe and suitable for pets. If you have specific concerns, let us know, and we’ll provide all the details you need.
How do I know if a product is right for my pet?
Every product includes a detailed description and specifications to help you make the best choice. Still unsure? Reach out to us, and we’ll guide you toward the perfect fit for your pet’s needs.
Product Care
How should I clean my pet’s toys?
Most toys can be cleaned with warm water and mild soap. Be sure to check the specific care instructions provided with the product.
How do I care for my pet’s bedding or accessories?
Pet bedding and accessories should be cleaned regularly. Most are machine washable, but always double-check the care label for the best results.
Are your products durable?
We carefully select durable products, but their lifespan depends on usage and care. For tips on maintaining your items, check the care guide included with the product—or ask us!
Can't find the answer you're looking for?
If you didn’t find what you were looking for, don’t worry—we’re here to help! Visit our Contact Us page, and our team will gladly assist you.