Refund policy

At paws of character, every item is made to order especially for you. Because of this, we cannot accept returns or exchanges for change of mind.

returns

as all products are personalised or printed to order,we cannot accept returns if:

.you change your mind

.you order the wrong item or size

you no longer want the product

please check your order carefully before completing your purchase.

damaged, faulty or incorrect items:

if your order arrives damaged, faulty or you receive the wrong item, please contact us within 14 days of delivery.

to help us resolve the issue quickly, please include:

.your order number

. A description of the issue

.clear photo showing the damage or fault

if your claim is approved, we’ll arrange either:

. A replacement at no extra cost, or

. A full refund

lost parcels

If your parcel hasn’t arrived within the expected delivery timeframe, please contact us and we’ll investigate with delivery partners. If the parcel is confirmed lost, we’ll provide a replacement or refund.

order cancellations:

As we begin production soon after an order is placed, cancellations can only be accepted before production starts. Once production has begun, the order cannot be cancelled. 

Refund processing

approved refunds will be processed back to your original payment method. Please allow 5-10 business days for the refund to appear, depending on your bank or payment provider. 

contact us

If you have any questions about your order, please contact us and we’ll be happy to help