Returns and claims
Complaints and customer support
What if I am not completely satisfied with my order?
We want your experience with Pawlove to be completely satisfactory.
If a product or service does not meet your expectations, our team is here to support you and find a suitable solution.
How do I submit a complaint?
To contact us, please use our online contact form.
Once your request has been submitted, you will receive a confirmation email. You can reply directly to it if you wish to add further information or documents.
How will my request be processed?
Our Customer Service team carefully reviews each request.
If further details are needed, an advisor will contact you directly.
You will be kept informed of the progress of the processing and the steps to follow until your complaint is resolved.
Delivery problems
My package or product arrived damaged
If your package or its contents were damaged during transport, please contact us promptly so we can offer you a solution.
My package seems to be lost
When the monitoring stops progressing or indicates an anomaly,
Our Customer Service can carry out a check with the carrier.
The tracking says "delivered" but I haven't received anything.
In this case, please contact us so that we can analyze the situation and open an investigation if necessary.
One or more items are missing from my order.
If your order is incomplete upon receipt, please let us know so that we can carry out the necessary checks.
I did not receive the correct products
If there is an error in the items delivered, please contact us so that we can arrange an exchange or a refund depending on your situation.
I received an order from another customer
Please do not use the items received and contact our Customer Service immediately so that we can correct the error.
Product-related complaints
The product does not meet my expectations
If an item does not meet your expectations, our team can inform you about available return or exchange options.
My pet doesn't like the food I ordered.
Every animal is different. If your pet refuses a food product, contact us so we can explore possible solutions based on the situation.
The product is no longer working or is defective.
In case of malfunction, please provide us with as much information as possible so that we can assist you effectively.
A product is subject to a supplier recall
If an official recall concerns a product you have purchased, our Customer Service will guide you through the procedure to follow.
Products sold by our partners
Having a problem with a product sold by one of our partners?
If you encounter any issues with an item sold by a Pawlove partner, please do not hesitate to contact our Customer Service.
We remain your preferred point of contact and will do everything necessary to support you.