Shipping policy
Last updated: 3 November 2026
Pawsoleil ships ready-made products from partner warehouses in the European Union. We prefer to be transparent: we don't offer "express shipping" — we offer careful, tracked delivery with honest timeframes.
1. Delivery areas
All 27 European Union Member States.
2. Total time: up to 18 business days
| Step | Time |
|---|---|
| Processing (checking, preparing, packing) | 1–3 business days after payment confirmation |
| Transit (warehouse → your address) | 7–15 business days |
| Estimated total | up to 18 business days from your order |
- Business days: Monday–Friday, excluding public holidays. Weekend/holiday orders are processed from the next business day.
- Most orders arrive before the maximum, but we don't guarantee it. In peak periods (e.g. Black Friday, Christmas), strikes or bad weather, times may be longer; we will let you know by email.
- Legal note: unless otherwise agreed, delivery takes place within 30 days of the order (Directive 2011/83/EU, Art. 18). If we miss the agreed date, you may set us a reasonable additional period and, if that is also missed, terminate the contract and be refunded without undue delay.
3. Shipping costs
Orders of €99 or more ship free to all 27 EU countries. Orders under €99: flat €9,90 shipping, shown before payment.
4. Tracking
All orders ship with tracking. As soon as your order is dispatched you get an email with the tracking number, carrier (partner carriers, e.g. DPD, GLS, national postal services) and tracking link. The first scan can take 24–72 h to appear.
5. Multiple parcels
Orders with items from different warehouses may arrive in separate parcels at no extra cost, each with its own tracking.
6. What if there is a delay?
- We monitor every order. If tracking stalls or 18 business days pass, we contact you proactively, open a carrier investigation and give you a new estimate.
- If your order is not delivered by the 18th business day: we apologise, offer you the option to cancel with a full refund, and send you a 10 % discount code for a future order (valid even if you choose the refund).
- If the carrier declares the parcel lost, we send a replacement or refund in full — your choice.
- You can always cancel and be refunded under the legal note in section 2.
7. Taxes and customs
All items ship from EU warehouses: no customs and nothing to pay on delivery. VAT – exemption scheme, Art. 53 of the Portuguese VAT Code (CIVA); no VAT is charged.
8. Address
Please check your address before paying. You can change it free of charge until the order ships. If a parcel is returned due to a wrong address or not collected, it can be reshipped, with the new shipping cost paid by the customer.
9. Loss or damage in transit
Risk passes to you only when you receive the goods. If your order arrives damaged, send us photos of the item and packaging (ideally within 48 h — this does not limit your legal rights) and we'll replace or refund it.
10. Personalised / made to order (Coming soon)
Personalised or made-to-order products are not currently on sale. When they become available, they will have their own delivery times and conditions, shown clearly on the product page. Until then, this Shipping Policy applies only to ready-made items in our catalogue.
11. Contact
Email: suporte@pawsoleil.com · Hours: Monday to Friday, 9am–6pm (Lisbon time), reply within 24 business hours.
Seller: Hugo Silva (Pawsoleil), CAE 47125, NIF 253850819, Bandonagens S/N, 3680-280 São Vicente de Lafões, Portugal. VAT – exemption scheme, Art. 53 CIVA.