Returns & Exchanges Policy

Last updated: November 2, 2026

This page is about the practical side of sending something back: how long you have, what condition it should be in, how the free return label works, how exchanges run and what we do when the problem is ours. The money side (when the refund arrives, where it goes, store credit) lives on the Refund Policy so each page stays short enough to read.

1. Sixty days to decide

You have 60 days from delivery to tell us you want to return an item. The clock starts on the delivery date shown by the delivery service, or the date you tell us the parcel arrived if no delivery date is recorded. Sixty days is long enough to wear a hoodie on a few cold mornings and decide the fit is not for you, or to give a cap as a gift and let the recipient choose whether to keep it.

If you are close to the end of the window, email us anyway. A request that reaches us within the 60 days is accepted even if the parcel travels back to us afterwards.

2. What can come back

Every product we sell can be returned within the window, for any reason. That includes:

• Finished designs such as the Paw Trail Embroidered Polo, the Cat Line Art Embroidered Tee, the Paw Embroidered Cuffed Beanie or the Cat Face Embroidered Kitchen Apron.
• Loungewear such as the Dog Face Embroidered Pajama Set, joggers and shorts.
• Accessories, including the Dog Face Embroidered Dog Bandana and the Paw Embroidered Tote Bag.
• Our five custom pet face pieces stitched from your photo: the polo, crewneck sweatshirt, hoodie, T-shirt and dad hat.

The condition we ask for

For a change-of-mind return, please send the item back clean and in the condition you would expect to receive it: not visibly worn out, not damaged by washing at high heat, free of pet hair where you can manage it, and without new stains or odours. Trying a sweatshirt on, wearing a cap on a walk to see how it sits, or washing a tee once by its care instructions is fine. Fold it, put it in any sturdy bag or box, and include the order number on a slip of paper inside.

If an item comes back in a condition that is clearly not resaleable through normal wear, contact us and we will talk it through with you before deciding anything. We would rather explain than surprise you.

A word about custom pieces

We know that a polo with your own dog’s face on it cannot be sold to anyone else, and we still accept it back within 60 days. We ask one thing in return: tell us why. If the embroidery is a simplified stitch rendering of your pet, as described on the product page, that is how it is meant to look; but if a marking you asked for was missed or the pet name is not what you typed, that is our mistake, and section 6 below applies instead.

3. Starting a return, step by step

1. Email us. Write to support@wovenpaw.shop with your order number, the item or items you want to return, and whether you want a refund or an exchange. For an exchange, tell us the size or color you would like instead.
2. Get your label. We reply within 24 hours on business days with return instructions and a free return label for your country. Please do not post a parcel to us before you receive these instructions: the address on our website is a correspondence address, not a returns address.
3. Pack it. Fold the item, add a note with your order number, and seal it in a bag or box. Caps travel best with something soft inside the crown so they keep their shape.
4. Send it. Attach the label and hand the parcel over as the instructions explain. Keep any receipt or drop-off confirmation until your return is complete.
5. Hear back. We email you when the return reaches us and is checked, and then the refund or exchange goes ahead.

Please send returns reasonably soon after receiving the label so we can close your case. If something delays you, just let us know.

4. Who pays for return postage

We do. For every return within the window, whether you changed your mind, ordered the wrong size or the item arrived damaged, we provide a free return label. There is no restocking fee and nothing is deducted from your refund for postage.

5. Exchanging for another size or color

Exchanges are for a different size or color of the same product. The most common case is fit: someone orders the Peeking Pup Embroidered Crewneck in M, finds it snug across the shoulders and wants L. Tell us the new size when you start the return, send the original back with our free label, and we prepare the replacement once your return is on its way. The exchange item ships to you free, like any order.

A few things to know:

• If the new size or color costs the same, nothing changes on your payment. Different prices for the same product are unusual in our store; if it happens we explain the difference before we go ahead.
• Want a different product altogether, such as swapping a tee for a hoodie? We treat that as a return plus a new order, so you are refunded for the first and pay for the second.
• For a custom piece, an exchange to a new size or color means stitching your pet again. We use the photo we already have if it is still on file (customer photos are deleted 30 days after delivery), otherwise we ask you to send it again.
• If the size you want is not available, we offer an alternative or a refund.

Not sure which size to choose for the exchange? Our Size Guide explains how to measure a garment you already own and compare.

6. When something is our mistake

If your item arrived damaged, the stitching is faulty, you received the wrong product, size or color, or a custom piece is missing something you clearly asked for, tell us as soon as you notice. Email your order number with photos showing the item, the problem and the shipping label. In most of these cases you do not need to send anything back: we send a corrected piece or a full refund. If we do need the item, the return label is free.

Examples of what counts as our error on a custom piece: two cats were ordered with “2 Pets” and only one face was stitched; the markings note said “white socks” and the paws were stitched dark; the pet name reads BISCUT when you typed BISCUIT. Examples of what is how embroidery works rather than an error: single whiskers not shown, a soft fur gradient stitched as two or three flat colour areas, or a busy background left out. If you are unsure which applies, send us photos and we will look at it fairly.

7. After your return arrives

When your parcel reaches us, we check that the item is the one from your order and in the condition described in section 2. We then email you with the outcome: the exchange goes into preparation, or your refund is issued. Refunds are made within 7 days of receiving the return. Store credit, if you choose it, never expires. All the details are on the Refund Policy.

8. Gifts

If you received a Woven Paw piece as a gift, you can exchange it for a different size or color within the same 60 days. Email us with the order number if you have it, or the name of the person who ordered and the delivery address if you do not. Refunds for returned gifts go to the original payment method, so the person who ordered will be refunded; if you would prefer that to happen quietly, tell us and we will not mention it in our emails to you beyond what is necessary.

9. Returning part of an order

You do not have to return a whole order. If you bought the Custom Pet Face Embroidered Hoodie, the Paw Embroidered Jogger Sweatpants and the Dog Bone Embroidered Bucket Hat together and only the joggers do not fit, return just the joggers. Tell us which items are coming back when you email us; the label covers whatever you send. Items you keep are not affected, and free shipping on the original order is never clawed back from the items you return.

If you return several items at different times, each one is handled on its own within its 60-day window. Simply email us for each return so we can send the right label and match the parcel to your order.

10. Returns from Canada, Australia and New Zealand

Customers outside the United States have exactly the same 60-day window and the same free return label. International return parcels often take longer to reach us than domestic ones, and they may pass through customs on the way back. That does not shorten your window: what matters is that you asked for the return within 60 days of delivery and sent the parcel once you had our instructions. Keep your drop-off receipt until you hear from us that the return has arrived.

When you pack an international return, please include the order number inside the parcel and do not add anything that was not part of the order. If the return paperwork for your country asks for a reason, “return of goods” with the order number is enough.

11. Caring for an item while you decide

If you are not sure yet whether to keep something, it helps to wear it indoors first and keep it away from pet hair, food and perfume until you decide. Should you wash it, follow the care line on the product page: inside out, cool water, no iron directly on the embroidery. An item damaged by a hot wash or a tumble dryer on high heat is harder for us to accept as a change-of-mind return, so if that happens, write to us and explain; we look at each case individually.

12. Not shipped yet?

If your order has not left us, you may not need a return at all. Within 24 hours of ordering you can cancel or change it by email; after that, ask and we will tell you whether a change is still possible. See Cancel or Change an Order.

13. Need help with a return?

Email support@wovenpaw.shop with your order number. We answer within 24 hours on business days. You can also check order status on Order Tracking, read our Shipping & Delivery page, or browse the FAQs.

Woven Paw, 13 Fern Place, Mandeville, LA 70471, US (correspondence address; returns go to the address on the return label we send you).