FAQ's
At Theo & Paws, we want every experience to feel seamless and special. Below you’ll find answers to our most common questions. If you can’t find what you’re looking for, please contact us – we’re always happy to help.
Payments
What Types of Payments do you accept?
We Accept all major credit and debit cards like Visa, Mastercard and shop pay etc.
Is my payment information secure?
Yes all payments are processed securely through trusted payment providers. We never store your payment details.
Orders & Shipping
Can I amend or cancel my order?
Unfortunately we cannot amend or cancel any order once processed.
How long does delivery take?
Please view our shipping policy for full details.
Do you offer international shipping?
Currently we only ship within the United Kingdom. We are working on offering international shipping so please sign up to our newsletter to keep up to date.
How much does delivery cost?
Shipping fees vary depending on your location and order size. When you checkout this will provide an accurate cost of shipping.
Can I track my order?
Yes you can track your order in your account. Once your order has been dispatched you will receive an email with the tracking number for the couriers website.
An item I want is out of stock?
Please sign up to the waitlist and we will email you once it is restocked.
Returns and Refunds
What is your returns policy?
Please check out our returns policy for full details on returns.
How can I return an item?
Please see returns policy for further details.
Can I exchange for a different size?
Currently we do not offer exchanges. It is something we are looking into.
How long will it take to receive a refund?
Refunds will be processed back to your original payment method within 14 days of us receiving your returned item.
Please see Returns Policy for more details.
Do I have to pay to return an item?
Yes you will be required to pay the return postage unless you have received a faulty or damaged product.
Please see returns policy for more details.
What do I do if my order has not arrived?
If you are in the UK and your order has not arrived within 7 working days from the day it was dispatched then please send us an email at hello@theoandpaws.com