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\nThis page covers the money: when a refund is due, how fast it is issued, how much comes back and where it goes. How to send an item back, and the condition we ask for, is on our Returns & Exchanges Policy. If you need to stop an order before it ships, see Cancel or Change an Order.
\nYou are entitled to a refund in each of the situations below. The right-hand column shows what has to happen first, because that is the moment the 7-day refund timing starts.
\n| Situation | \nWhat happens first | \nAmount | \n
|---|---|---|
| Change-of-mind return within 60 days of delivery | \nYour return reaches us | \nFull price of the returned item | \n
| Wrong size or color ordered, refund instead of exchange | \nYour return reaches us | \nFull price of the returned item | \n
| Damaged, faulty or wrong item received | \nWe confirm the problem from your photos (or receive the item if we asked for it back) | \nFull price of the item, or a replacement if you prefer | \n
| Custom piece with a missed marking or a pet name different from what you typed | \nWe confirm the problem from your photos | \nFull price, or a corrected piece if you prefer | \n
| Order cancelled within 24 hours | \nWe confirm the cancellation by email | \nFull order total | \n
| Parcel that cannot be found | \nWe finish checking with the delivery service and agree the outcome with you | \nFull price, or a replacement if you prefer | \n
We issue your refund within 7 days of receiving your return. For situations where no return is needed, such as a damaged item we have confirmed from photos or a confirmed cancellation, the same 7 days count from that confirmation. As soon as the refund is issued we email you to say so.
\nAfter we issue the refund, your bank or payment provider needs time to show it on your statement. That part is outside our control and varies between providers. If the money has not appeared a reasonable time after our confirmation email, write to us: we will send you the refund details we hold and help you follow it up with your provider.
\nMaya returns a Paw Trail Embroidered Polo because she prefers a looser fit and does not want an exchange. She emails us on a Tuesday, receives the free return label the same day and drops the parcel off on Thursday. It reaches us the following Wednesday. We check it and issue the refund within 7 days of that Wednesday, and email her when it has been sent.
\nRefunds go back to the original payment method used at checkout. We cannot send refunds to a different card, a different account or a third party, and we do not refund in cash. If the original payment method has been closed or has expired, contact us: the payment provider usually routes the refund to the replacement account, and if that is not possible we will work out an alternative with you.
\nRefunds are made in US dollars, the currency of your order. If you paid in another currency through your bank or provider, the amount that appears on your statement can differ slightly from what you originally paid because of exchange rates and any conversion fees charged by your provider. We do not control those rates or fees.
\nSome customers would rather keep the value with us, for example to put it toward a custom crewneck once they have a good photo of a new puppy. If you prefer store credit, tell us when you start your return. Store credit is issued for the full refund amount and never expires. It is optional: you are always entitled to a refund to your original payment method instead, and choosing credit is never a condition of a return.
\nIf you return some items from an order and keep the rest, we refund the items you return at the price you paid. If an order used a discount that applied across several items, the discount is shared across those items in proportion to their prices, and the refund for a returned item reflects the share it received. We explain the calculation in our email whenever this applies.
\nIf an item comes back clearly worn out, damaged by washing outside the care instructions or not the item from your order, we contact you before deciding anything. In those cases we may offer a partial refund or send the item back to you, and we always explain why.
\nOur five custom pieces are made from the photo you email us, and we do not send a proof before production. They are still covered by the same 60-day return and the same 7-day refund timing. Before you order, please read what embroidery can show: a simplified stitch rendering of the face shape, main colours, eyes, nose and one or two signature markings, not a photo-real copy. If a piece arrives with a problem that is ours, such as a pet name stitched differently from what you typed or two pets ordered and one stitched, you can choose between a corrected piece and a full refund, and in most cases you do not need to send the original back.
\nIf we have not started your custom piece because we are still waiting for a usable photo and you decide not to go ahead, email us and we will cancel and refund the order in full.
\nWhen you exchange an item for a different size or color of the same product, no refund is issued: the replacement takes the place of the original. If you change your mind during an exchange and would rather have your money back, tell us before the replacement ships and we will switch it to a refund.
\nIf something has gone wrong, please contact us before opening a dispute or chargeback with your bank or payment provider. Most problems are solved quickly by email, and a dispute can freeze the payment so that we cannot refund you directly until the provider finishes its process. If a dispute is already open, we will respond to the provider with the facts of your order and continue to help you.
\nOccasionally we may be unable to complete an order, for example if a garment color becomes unavailable or a photo for a custom piece never arrives after we have asked for it. In that case we email you to offer an alternative; if you do not want it, or we do not hear back, we cancel the order and refund the full amount to the original payment method, and the same 7-day timing applies from the cancellation.
\nWe keep you informed at each step so you never have to wonder where your money is. For a typical return the sequence looks like this:
\nFor a damaged item or a custom piece with a problem, the second step is replaced by our confirmation of what went wrong after we have looked at your photos. For a cancellation, there is a single email confirming the cancellation and the refund. If you expected one of these emails and it has not arrived, check your spam or promotions folder, then write to us.
\nWhen a Woven Paw piece was bought as a gift, the refund always goes to the person who paid, on the original payment method. A recipient who does not want the item can choose an exchange for another size or color, or ask for store credit to be issued to them instead of a refund to the buyer. Store credit issued to a gift recipient never expires either. If you are the recipient and do not have the order number, email us with the buyer’s name and the delivery address and we will find the order.
\nWe aim to treat every customer the same way. Refunds are calculated from what was actually paid, never from a higher “original” price, and our product pages never show strike-through prices that were not charged. If we make a mistake in a refund amount, we correct it as soon as you or we notice it. If a refund reaches you twice because of a technical problem, we will contact you to arrange the return of the duplicate amount.
\nIf you created an account at checkout, the order in My account shows its status, and a refunded order or item is marked as refunded once we issue it. You do not need an account to receive a refund; guest orders are refunded in exactly the same way and on the same timing. We never ask you to send card numbers, bank details or passwords by email to receive a refund, and you should not include them in any message to us. If anyone asks you for those details in our name, please ignore the request and tell us.
\nIf you hold store credit and later want it turned into a refund instead, write to us. Where the credit came from a return to an original payment method that is still open, we can usually do this; we will explain your options for your specific order.
\nEmail support@wovenpaw.shop with your order number and, if you have it, the date you sent your return. We reply within 24 hours on business days. Related pages: Returns & Exchanges, Shipping & Delivery, Payment Methods and Terms of Service.
\nWoven Paw, 13 Fern Place, Mandeville, LA 70471, US.
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