Refund policy

Return Period

We accept returns within 14 days from the date you receive your order.

To be eligible for a return, your item must be in the same condition as received  unworn, unused, and in its original packaging.
If your order includes a engraved name tag, please remove it before returning the item.
As personalized name tags are non-refundable, the engraving fee will be deducted from your refund.

How to Initiate a Return

To start a return, please email us at hello@pawlondon.com.
Once your return is approved, we’ll send a confirmation email with the return address and instructions.

Items returned without prior authorization will not be accepted.

Please Note:

  • Customers are responsible for return shipping costs.

  • A 10% restocking fee will be deducted from your refund.

  • Returns must be shipped within 7 days of return approval.

Damages and Issues

Please inspect your order upon delivery.
If you receive an item that is defective, damaged, or incorrect, contact us immediately at hello@pawlondon.com so we can review the issue and make it right.

Non-Returnable / Final Sale Items

The following items are non-returnable and considered final sale:

  • Swarovski Collection – Made to order using high-value crystals

  • Clearance or Sale Items

  • Custom or Personalized Products (including written or engraved name tags)

  • Gift Cards

If you are unsure whether your item qualifies for a return, please contact us before purchasing.

Exchanges

The fastest way to get the item you want is to return your original purchase (if eligible) and place a new order once your return is approved.

European Union 14-Day Cooling-Off Period

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason, without justification.
Returned items must meet the same eligibility requirements 

Refunds

Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days.

Please note, your bank or card provider may require additional time to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at hello@pawlondon.com.