We print every piece to order, and we still want you to be able to change your mind. Here is exactly how that works, in plain terms.
Your legal right: 14 days
You have 14 days from the day your order arrives to cancel it for any reason at all, under EU consumer law. You do not have to give us a reason. Tell us within those 14 days, send the item back, and we refund the item price and the original standard delivery charge within 14 days of receiving it back.
Personalised items are the one exception
Our Retrato pieces — the ones carrying a portrait drawn from your own photo and your dog's name — are made to your own specification. Goods made to a consumer's specification or clearly personalised are excluded from the 14-day right of withdrawal by article 103.c of Real Decreto Legislativo 1/2007. We tell you this on the product page before you order, not after.
That is exactly why you see it first: the portrait appears on the garment on the product page and you approve the design on screen before you pay, changing the photo, the framing and the name as often as you like until it is right. If a photo will not give a good drawing, we say so and ask for another one before printing. If the item arrives faulty, or does not match the design you approved, we replace it at our cost — and your three-year legal guarantee below is unaffected.
Everything else in this store follows the normal 14-day and 30-day rules below.
Our extra promise: 30 days
Beyond the legal window we add our own. Within 30 days of delivery, on non-personalised items:
- Wrong size? We exchange it for another size. Your first size exchange is free — you post it back to us, we pay the postage out to you again.
- Just not for you? Send it back and we refund the item price. You cover the return postage.
Condition it has to come back in
Unworn, unwashed, unaltered, with the original tags still attached. That is the whole list. We are not looking for reasons to say no — try it on, the same way you would in a shop.
What we cannot accept back
- Personalised Retrato items, unless they are faulty or do not match the design you approved
- Items that have been worn, washed or altered, or returned without their tags
- Anything damaged after delivery
- Gift cards
Damaged, faulty or wrong item
Send us a photo within 30 days and we replace it or refund you in full — your choice, and we pay the postage both ways. You will usually not even need to send the original back. This applies to personalised items too, and it does not use up your 30 days.
Your legal guarantee
Separate from all of the above, consumers in Spain have a three-year legal guarantee against lack of conformity under Real Decreto Legislativo 1/2007 as amended by Ley 4/2022, and at least two years elsewhere in the EU under Directive (EU) 2019/771. Nothing on this page reduces that, personalised items included.
Cancelling before it ships
Email us within 12 hours of ordering and we can usually cancel at no cost — each piece is printed to order, and 12 hours is normally before printing starts. On a Retrato order you can cancel for a full refund at any point before it enters print — write to us as soon as you can, normally within those same 12 hours. After that we cannot stop it.
How to start a return
Email pawsly.storee@gmail.com with your order number and what you would like to do. We reply within one business day with the return address and the next step. There is no form to fill in and no automated loop — a person reads every message.