FAQ

Frequently Asked Questions

Shipping & Delivery

Where do you ship?
We ship to the United Kingdom only.

How much is shipping?
Standard shipping is £4.99 per order, and free on orders of £40 and over. The full cost of your order, including shipping, is shown at checkout before you pay.

How long does delivery take?
Orders are processed within 1–3 business days. After dispatch, delivery takes 7–14 business days — so roughly 8–17 business days in total from order to doorstep. Our products ship directly from our overseas fulfilment partner rather than a UK warehouse, which keeps prices low but takes longer than a UK-stocked retailer. You'll receive a tracking number by email as soon as your order ships.

Will I pay customs or import charges?
Possibly. Because your order ships from outside the UK, it may be subject to import duties, taxes or handling fees charged by UK customs or the carrier. These charges are set by the authorities, are separate from the amount you pay PawFev at checkout, and are the responsibility of the recipient. We have no control over them and cannot predict their amount. Full details are in our Shipping Policy. If you receive a charge you believe is a mistake, email support@pawfev.com and we'll help you raise it with the carrier.

Returns & Refunds

What is your return policy?
You have 30 days from receiving your item to request a return, and a statutory 14-day right to cancel on top of that. Items must be unused and in their original packaging. Full terms, including which items can't be returned, are in our Refund & Returns Policy.

How do I start a return?
Email support@pawfev.com with your order number and the reason for your return. We'll reply within 1 business day with instructions. Please don't send anything back before contacting us.

Where do I send returns?
Returns go to our registered address in Portugal: PawFev — Returns, Mizanur Rahman, Rua Leite de Vasconcelos 43, 2.º Frente, 1170-198 Lisboa, Portugal.

Who pays for return postage?
If the item is faulty, damaged or not as described, we cover the full cost — contact us first and don't pay for postage yourself. If you've simply changed your mind, return postage is your responsibility; as a guide, tracked postage for a small parcel from the UK to Portugal typically costs around £10–£15.

Do I get my delivery charge back?
If you cancel under your 14-day statutory right, yes — we refund the £4.99 standard delivery charge you paid on the original order, as well as the price of the goods. Import duties or customs charges paid to the authorities are not refundable by us.

When will I get my refund?
Within 14 calendar days of us receiving your return, or of receiving proof that you've sent it — whichever comes first. Refunds go back to your original payment method. Your bank may take a few extra days to post it.

Offers

How does the free Dental Powder offer work?
Add the Quiet Dog Nail Grinder and the Dog & Cat Dental Cleaning Powder to your cart together. The powder is automatically discounted to £0.00 at checkout — no code needed. One free powder per order, while the offer runs.

Products

Is the nail grinder suitable for nervous pets?
It files the nail gradually rather than cutting it, which many owners find less stressful than clippers, and the built-in LED light helps you see the quick clearly. As with any grooming tool, introduce it slowly and stop if your pet becomes distressed. If you're unsure about trimming your pet's nails, ask your vet or a professional groomer.

Does the Cat Steam Brush produce actual steam?
No. Despite the name, it releases a fine, cool water mist — it does not heat water or generate steam. "Steam brush" is simply the common name for this style of grooming tool.

Are your products suitable for both cats and dogs?
Most of our grooming and wellness products are designed for both. Check the individual product page for specific details and size guidance.

Are your supplements a substitute for veterinary treatment?
No. Our dental powder and joint granules are complementary pet care products, not veterinary medicines. They aren't intended to diagnose, treat, cure or prevent any disease. Always consult your vet if your pet is unwell or showing signs of pain.

Orders & Payment

What payment methods do you accept?
We accept all major credit and debit cards plus popular digital wallets. Every available method is shown at checkout.

Can I change or cancel my order?
Email support@pawfev.com as soon as possible after ordering. You can cancel free of charge any time before dispatch, and we'll refund the full amount including delivery.