Orders

Order on Pawlove

How do I create a customer account?

Ordering on Pawlove is simple, fast, and secure.
Creating an account is not mandatory, but it may be offered.
automatically upon validation of your order.

Simply add your items to your cart and click "Order".
Then enter your information. Registration is free and only takes a few minutes.
a few moments.
Can I order without creating an account?

Yes, it is perfectly possible to place an order without creating a customer account.
Simply add your products to the cart and complete your purchase as a guest customer.
However, having a Pawlove account makes it easier to track your orders and access your purchase history.
Is there a minimum or maximum order amount?
  • The minimum order amount is set at €9 , excluding fees.
    delivery.
  • The maximum amount allowed per order is €1,900 .

These thresholds may vary in the case of products sold and
shipped by external partners.
Will I receive a paper invoice in my package?

In an eco-friendly approach, no paper invoices
is not included in the packages.
Your invoice will be sent by email in PDF format after order confirmation.
If you have a Pawlove account, you can also find it at any time in the "My Orders" section.
Is the Pawlove website secure?

Yes. Protecting your data is a priority.
All transactions and personal information are secured using an advanced encryption protocol (TLS), guaranteeing the confidentiality of your banking and personal data.

Payment

What payment methods are accepted?

We accept the following payment methods:

  • Bank card
  • PayPal
  • Bank transfer
  • Apple Pay

All payments are fully secured thanks to
enhanced protection and authentication systems.
Can I order without creating an account?

Yes, it is perfectly possible to place an order without creating a customer account.
Simply add your products to the cart and complete your purchase as a guest customer.
However, having a Pawlove account makes it easier to track your orders and access your purchase history.
Payment by bank card

Your card is only charged when the order is ready to be shipped.
You have the option to securely save your card for future purchases.
Payment via PayPal

By choosing PayPal, you will be redirected to their platform to complete your payment.
A PayPal account can be created directly during the ordering process if necessary.
Payments from US PayPal accounts are not accepted.
Payment by bank transfer

When making your transfer, please indicate the invoice number as the reference.
Payment processing may take up to 3 business days .
The order will be prepared upon receipt of the transfer.
Pay with Apple Pay

Apple Pay is available on compatible devices via Safari or mobile.
Payment is validated directly from your Apple account and debited as soon as the order is shipped.

⚠️ Depending on the nature of the products, the delivery method or the partners involved, certain payment methods may be required.

Cash or check payments are not accepted.
How do I choose or change my payment method?

You can select your payment method:

  • either when you validate your order
  • either in your customer area, under the "Personal Information" section

⚠️ It is not possible to change your payment method after an order has been placed. In this case, please contact customer service.
My card payment failed, what should I do?

A payment can fail for several reasons:

  • Incorrect bank details
  • Insufficient balance
  • payment limit reached

If the payment fails, the order remains pending for 7 days , then is automatically cancelled.

You can restart the payment from your customer area or via a link sent by email.
My PayPal payment didn't go through / I received a reminder even though I paid

If the PayPal payment has not been validated, a reminder option will appear in your customer area.

If you receive a reminder after paying (especially by bank transfer), please contact customer service and provide proof of payment (PDF or image).

Order tracking and status

Will I receive an order confirmation?

Yes. A confirmation email is sent within 1 to 2 hours after validation.
You can also check the status of your order in your customer area.
How can I know if my order has been shipped?

As soon as your order is shipped, you will receive an email containing:

  • the number of packages sent
  • a tracking link

An order may be delivered in multiple packages for logistical reasons.
How can I track my parcel?

The tracking is accessible:

  • via the link received by email
  • directly on the carrier's website

An update to the tracking information may take a few hours after shipment.

Modification and cancellation

Can I change my order or my address?

Once the order is validated and the payment confirmed, it is quickly sent to the warehouse.

Therefore, it is generally not possible to modify :

  • the items ordered
  • billing address
  • promotional or gift codes

In case of an address error, a redirection can sometimes be requested directly from the carrier.
Can I cancel my order?

Cancellation depends on the progress of the order.

  • If cancellation is possible, it can be done from your customer area.
  • A refund is then automatically triggered (delay of up to 14 days depending on the payment method).

If cancellation is no longer possible:

  • You can refuse the package upon delivery.
  • or exercise your right of return within 14 days of receipt

For products sold by partners, cancellation must be made through customer service.
Can I combine multiple orders?

No. Once validated, orders cannot be merged.
Why was an item in my order cancelled?

Occasionally, a product may be unavailable at the time of processing, particularly for items sold by our partners.

In this case, the item in question is automatically cancelled and refunded.