Returns-Exchanges

At pawstorywear, customer satisfaction is always our top priority. We're sorry if you are not completely satisfied with your purchase. "Contact Us" to get in touch with our customer service team and describe the items you want to return and the reason for your return.

RETURN POLICY

Pawstorywear's responsibility:
If you received the incorrect or defective order, please contact our customer service to start the return process.Our customer service will review the return request and will send further instructions if the return is approved. Our team will bear the freight charges for the return of the goods.

Customer's responsibility:
Please note customers are fully responsible for choosing the right product during the checkout. If customers choose the wrong item or wrong size, Customer can return the item to us to get the refund (product price only) or exchange. In this case, customer will be responsible for the shipping fee both ways (to and from our warehouse).The refund or exchange will be made once the warehouse has received the return.

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

Key Return Guidelines:

1.Eligible items can be returned or exchanged within 30 days of receipt of the original order.
2.Items must be unused, undamaged and in original packaging and ensure that all articles in the package are intact. If not, the customer is responsible for all incurred fees and no refund will be issued.
3.We do not accept the return method of cash on delivery. If it is sent, the return will be rejected.
4.Final sale items, promotions, coupons, freebies are not eligible for return or exchange.
5.Once a package has been packed or shipped out, we cannot change the shipping address for you. Please ensure the shipping address is correct during the checkout. We are not liable for packages lost due to incomplete or inaccurate addresses.

Where do I send returns?

Return address:486 Sai Yu Street, Yuen Long, Yuen Long District, Hong Kong

RETURN PROCESS

Step 1: Request a return, please contact our after-sales customer service at hello@pawstorywear.com.
Step 2: Providing the order number and your email as required, our customer service team will contact you.
Step 3: We will authorize your return with our return shipping address.
Step 4: Prepare your package and pack your merchandise and all its contents (including box and dust bags) securely.
Step 5: Deliver your package. Make sure you get a receipt and code for tracking your parcel online.

REFUND

Once your return has been received and inspected, we will send you an email to let you know that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, your refund will be processed within 3-5 days and a credit will automatically be applied to your credit card or original method of payment within a specified number of days.

EXCHANGE

We replace items if they are defective or damaged. If you need to exchange it for the same item, please contact us at hello@pawstorywear.com.For orders where there is no problem with the product quality,we currently do not offer direct exchanges. If you’d like to exchange an item, please:

1.Return the item for a refund.
2.Place a new order for the desired item.

ORDER CANCELLATION

Once we receive your order, it usually takes us 2-3 days to process it.Any orders that have been shipped out order can not be canceled.

If you change your mind about your purchase, please contact us via hello@pawstorywear.com and provide your order number and the modification you would like to make. We’ll confirm once the modification or cancellation has been made.
Your order is only eligible to be canceled and modified within 24 hours of placing the order. After that time, the order is locked for processing and can no longer be canceled or modified.If the consumer cancels the order before the delivery time and it is within the time specified by pawstorywear.com, the order can be canceled.

Service email: hello@pawstorywear.com