Delivery & Returns
All orders will be dispatched via the selected shipping option at the checkout, will include a receipt and you should expect your order to be dispatched within 3 working days of your order being placed and payment being received. If payment is via Credit/Debit Card or PayPal, payment will be taken on checkout completion.
Pre-ordered or out of stock badges will be dispatched as close to the estimated date noted on the product page, checkout and order confirmation email as possible. If there are any delays over 7 days Pawprint Family will inform you in a timely manner. Pawprint Family are not liable for any delays to your order caused by events beyond our control. Priority on deliveries will be given to the orders where Pawprint Family have received payment first.
If you have ordered both items that are in-stock AND pre-ordered/out of stock, your order will be dispatched as soon as the pre-ordered/out of stock items are available. If you would like to receive your in-stock items sooner, please process the order in 2 or more transactions.
UK Delivery
All Standard Delivery orders will be sent by Royal Mail 24. If you require a more secure delivery please contact us.
Pawprint Family will deliver your order based on the weight indicated below. Please note, the product weights displayed on the product pages of the website are an average and are correct at time of update. Whilst Pawprint Family try to ensure that the weights of each product remain the same, we cannot control the tolerance between each unit. Each band below contains the average weight of packaging it will incur.
ECO – Royal Mail 48
- Between 0g and 100g = £2.00
- Between 100g and 250g = £2.50
- Between 250g and 500g = £3.00
- Over 500g = £5.00
STANDARD – Royal Mail 24
- Between 0g and 100g = £2.50
- Between 100g and 250g = £3.00
- Between 250g and 500g = £4.00
- Over 500g = £6.00
Please note that Royal Mail allow up to 10 working days for deliveries to UK addresses after the date of dispatch. Please allow up until this time before getting in touch regarding your order.
International Orders
Please select the country at the checkout you wish to have your order dispatched to and the relevant delivery charge will be applied. All international orders are shipped via an International Tracked service as standard.
We are happy to accept payment from overseas customers using the following payment methods: International Bank Transfer, Stripe or PayPal. Please note, buyers are responsible for any charges incurred from bank transfers and goods will only be shipped once payment has been received and cleared. When purchasing through PayPal currency will be converted automatically.
Please note that customers purchasing from outside the UK are responsible for any IMPORT DUTIES, CLEARANCE FEES or BROKERAGE fees including any other additional charges. Sometimes goods may be subject to delay, due to customs or weather. The customer is also responsible for providing any information required by customs to ensure the goods are cleared. Please note that we are unable to pay for or refund any duty paid on any items returned to us either faulty or unsuitable as this is a contract between the purchaser and own country Customs and Excise.
Please note that Royal Mail allow up to 25 working days for deliveries to Europe addresses and 32 working days for deliveries to Rest of the World addresses after the date of dispatch. Please allow up until this time before getting in touch regarding your order.
Incorrect Order Details or Missing Products
Should your order be returned to us by our delivery partner showing that it was not deliverable due to an incorrect address, not collected or other reasons where the customer is at fault, any further attempted deliveries by Pawprint Family will incur the appropriate postage charge. This includes if your order initially had a postage charge of £0.00.
If the address on the order is incorrect, please inform us as soon as possible so we can update your order.
If the address on the order is incorrect and it has already been dispatched we will do our best to ensure it gets to you however we cannot make any guarantees.
If the address on the order is incorrect and it has been delivered to the incorrect address, this is the your responsibility to locate the parcel. We will not replace your order if this is the case.
If you receive your order and notice any missing items, please notify us within 30 days of receiving your order clearly stating your order number and the items missing. If we receive notification outside of this time, Pawprint Family holds no responsibility in providing the missing items to you.
If your order has unfortunately been lost in transit by our delivery partner and we are not notified by you within 60 days of dispatch, Pawprint Family will not issue a refund or send a replacement order.
Returns/Refunds
To return an item(s) firstly print the Returns Form, complete it and return it with your invoice and goods to:
| Customer Returns, Pawprint Family, Unit 5 The Portal, Elmhurst Business Park, Lichfield, WS13 8EX |
We would recommend that you return your items via registered post. Please clearly state on the invoice the reason for return.
If a refund is required, we need to be informed no later than fourteen (14) days after receipt of the order. The order must then be returned to us within fourteen (14) days after we have been informed of the cancellation. Should the goods be returned to us after this time and you wish to have the goods returned back to you, this will incur the relevant shipping charge based on the goods returned. Should the refund be as a result of an error/defective product from Pawprint Family, we will give a full refund plus the return delivery charge (please provide evidence of this). However if the refund is due to a customer error, you will also be responsible for the cost of returning the goods to us. If we agree a refund is payable to you we will process this as soon as possible and in any case within fourteen (14) days of receipt of the original order back to us.
The returned goods do not need to be in their original packaging however they need to be in a saleable condition. Return postage is at your own cost and risk. You have a legal obligation to take reasonable care of the goods while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation. This applies to all goods that are returned.
Refunds will not be given for any items which use the printing service provided by Pawprint Family.
If a refund or reimbursement is payable to you, we will transfer the money using the same method originally used by you to pay for your purchase. If we cannot refund via the original payment then a cheque will be raised to the address on the order.
Our returns policy does not affect your statutory rights.