FAQ

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The stationary store is located at:

1. Jagiełły 1a/2, Kętrzyn

Opening hours:

• Monday-Friday: 09:00–17:00
• Saturday: 09:00-14:00

2. Świętojańska 118/U1, Gdynia

Opening hours:

• Monday: 11:00 - 18:00
• Tuesday-Friday: 11:00 - 19:00
• Saturday: 11:00-18:00
• Sunday shopping: 11:00-17:00

Unfortunately not - orders are processed immediately after being placed and cannot be canceled.

Yes - when placing an order, you can enter a delivery address different from your billing address (e.g. for a gift for someone).

On the checkout page, enter the code in the "discount code or gift card" field.

Check the shipment upon receipt and immediately contact the shipping company, taking photos of the package and its contents, writing a report and filing a complaint with the carrier.

Some products, especially perishables (e.g., food, treats), cannot be shipped to all regions. Please check the Shipping Restrictions on the shipping policy page.

If the package is not picked up, it will be returned to the store. Please contact us to arrange re-shipment – ​​the return and re-shipping costs will be your responsibility .

Please contact the carrier with which you shipped your parcel - they have more detailed information about the shipment.

Yes - after shipping you will receive an email with a track & trace code so you can track your package.

We typically ship orders within 24 hours (excluding weekends and holidays). Personalized products (address cards) ship within 24 to 48 business hours. Custom-made products have an extended delivery time of 5 to 15 business days, plus shipping time – for Poland, up to 1-3 days, and for European Union countries, usually 2-8 days, depending on the country.

Shipping costs depend on the country of delivery - the price will be calculated exactly after entering the delivery address in the basket.

Yes, orders from outside the EU may be subject to import duties and taxes, as determined by your country's customs office. If you would like to ship outside the EU, please contact us by email first.

You have 14 days from receipt of the item to make a return. You can read more about returns here .

Return terms:

• The product is in pristine condition , unused, with original tags and packaging.
  
• You must have proof of purchase.
  
• Returns that do not meet the conditions will be rejected and returned at the consumer's expense.
• You cannot return: cosmetics, food (treats, wet food, dry food, etc.), custom-made products and personalized products.

You can read more in the regulations and here .

No - personalized products are non-returnable (e.g. engraved ID tags, personalized collars).

No, you cannot return products that were ordered and made especially for you. These products are marked "made to order."

How do I start a return?

Please write to kontakt@poshpaws.pl with your order details and photos of the unopened products - if your return is approved, you will receive instructions on how to return the package.

Return shipping costs are the responsibility of the customer. The store is not responsible for the package until it reaches its warehouse, so we recommend using a carrier with a tracking number and insurance .

We do not accept exchanges. You must return the item and then place a new order. Once the return is accepted, the store will internally change the order and send a confirmation email.

Yes. If, after a return, the order value falls below the threshold of the current promotion (e.g., free delivery to a parcel locker over PLN 590.00 ), delivery costs will be charged according to the current price list. In this case , the cheapest delivery option available in the store , which is PLN 14.90 , will be deducted from the refund amount.

Yes. Freebies received as part of an order are also refundable, as they are part of the store's promotional and advertising campaigns. By returning the goods, you are withdrawing from the contract, which means the sales agreement has not been completed. If you fail to return the freebies, their value will be deducted from the refund amount.

Once your package arrives and has been inspected, you'll receive a message confirming whether your return has been approved. We have 14 calendar days to process your refund.