FAQ - Frequently Asked Questions

Orders and Payment

What payment methods do you accept?

We accept credit cards (Visa, Mastercard, American Express) and other secure payment methods via Shopify Payments.

Can I modify or cancel my order?

You can modify or cancel your order within 24 hours of purchase. Contact us promptly at xenar5564@gmail.com.

Delivery and Shipping

Which countries do you deliver to?

We deliver to more than 35 countries, including France, the United States, Japan, Canada, the United Kingdom, Germany, Australia and many other European and international countries.

What are the delivery times?

Delivery times vary depending on your location. In general:
• France: 7-15 business days
• Europe: 10-20 business days
• United States and Canada: 10-20 business days
• Japan and Asia: 10-20 business days
You will receive a tracking number by email as soon as your order is shipped.

What are the delivery charges?

Delivery charges are calculated automatically at checkout based on your address and the weight of your order.

Products and Sizes

How do I choose the right size for my pet?

Consult our size guide available on each product page. Measure your pet according to our instructions (neck circumference, chest circumference, back length) to ensure a perfect fit.

Are your products suitable for dogs and cats?

Yes! We offer premium accessories specially designed for dogs and cats. Check each product description for more details.

Are the products of premium quality?

Absolutely. All our accessories are selected for their quality, durability and modern design which reflects our premium brand identity.

Returns and Refunds

What is your return policy?

You have 30 days after receipt to return an unused item in its original packaging with the tags attached. See our full return policy for more details.

How do I make a return?

Contact us at xenar5564@gmail.com for return authorization and shipping instructions. Items must be in their original condition.

When will I be reimbursed?

Refunds are processed automatically to your original payment method within 10 working days after receipt and inspection of your return.

Customer Service

How can I contact you?

You can contact us by email at xenar5564@gmail.com. We usually respond within 24-48 hours.

What is your address ?

PAWLYX
47 Rue Flore
76600 Le Havre
France

Do you offer multilingual support?

Yes, our customer service is available in French, English, and Japanese to better serve our customers in our three main markets.

Security and Confidentiality

Is my data secure?

Yes, all transactions are secured through Shopify. We comply with the GDPR and protect your personal data. See our Privacy Policy for more information.

How is my personal information used?

Your information is used solely to process your orders and improve your shopping experience. We never sell your data to third parties.