Help Centre — PAVENTO
Questions, Answered.
Everything you need to know about ordering, delivery, returns and caring for your PAVENTO pieces.
Orders & Payments
How do I place an order?
Choose your piece, select any available options such as size or colour, and add it to your bag. When you're ready, open your bag and continue to checkout, where you'll enter your delivery details and payment information.
Once your order is placed, you'll receive an order confirmation by email.
Which payment methods do you accept?
All payment methods currently available to you are shown at checkout.
Can I change or cancel my order?
[Add your policy for changing or cancelling an order — e.g. the time window and whether changes are possible once an order has been processed]
If you need to make a change, please contact us as soon as possible and include your order number.
Are taxes included in your prices?
Prices are shown in EUR. [Add whether VAT / taxes are included in displayed prices]
A full breakdown of your order total is always shown at checkout before you pay.
Is checkout secure?
Yes. Payments are processed through Shopify's encrypted checkout, and your card details are never shared with us.
Where do I enter a discount code?
You can enter a valid discount code at checkout, in the field labelled "Discount code". The discount is applied to your total before payment.
Shipping & Delivery
Where do you ship?
[Add the countries or regions you ship to]
The delivery options available for your address are shown at checkout.
How long does delivery take?
- Order processing: [Add processing time]
- Domestic delivery: [Add estimated delivery time]
- International delivery: [Add estimated delivery time, or remove this line]
Delivery times are estimates and may vary during busy periods or holidays.
How much does shipping cost?
Shipping costs are calculated from your delivery address and shown at checkout before you pay.
[Add your shipping rates and any free-shipping threshold, or remove this line]
How can I track my order?
[Add how customers receive tracking details — e.g. a shipping confirmation email with a tracking link — and which carrier(s) you use]
If you haven't received tracking details, please check your spam folder first, then get in touch with your order number.
Will I pay customs or import duties?
[Add how customs duties and import taxes are handled for orders shipped outside your home market, or remove this question]
What if my parcel arrives damaged or goes missing?
We're sorry if that happens. Please contact us with your order number and, if the parcel is damaged, a few photos of the packaging and item.
[Add how you resolve damaged or lost parcels and any reporting time limit]
Returns & Exchanges
What is your return policy?
- Return window: [Add number of days]
- Condition: [Add required item condition — e.g. unused, original packaging]
- Non-returnable items: [Add any exclusions, or remove this line]
How do I start a return?
[Add your return steps — e.g. how to request a return, where to send it and what to include in the parcel]
If you have any questions along the way, our team is here to help.
Can I exchange an item for a different size or colour?
[Add whether exchanges are offered and how they work — or explain that customers should return the item and place a new order]
Who pays for return shipping?
[Add who covers return shipping costs, and whether this differs for faulty items]
When will I receive my refund?
[Add when refunds are issued after a return is received, and how they are paid out]
Please note that your bank or payment provider may need additional time to show the refund on your statement.
Product Information
How do I choose the right size for my dog?
For the best fit, measure your dog with a soft measuring tape rather than relying on breed or weight alone.
[Add which measurements matter for your products and where customers can find your size guide]
Between sizes or unsure? Send us your dog's measurements and we'll gladly help.
What materials do you use?
[Add an overview of the materials used across your collection, and where customers can find product-specific details]
Are your products safe for my dog?
[Add your product safety information — e.g. testing, certifications or intended use]
Please always supervise your dog when introducing something new, and check items regularly for signs of wear.
Will a sold-out item come back in stock?
[Add how restocks work and how customers can hear about them]
For a specific item, feel free to ask our team.
Why does the colour look slightly different in person?
We aim to show every piece as accurately as possible, but colours can appear slightly different depending on your screen settings and lighting.
Product Care
How do I care for my product?
Always follow the care instructions supplied with your product first. They are specific to its materials.
- Textiles & bedding: [Add care instructions]
- Leather & coated materials: [Add care instructions]
- Bowls & accessories: [Add care instructions]
Rename or remove these categories to match your final product range.
Can I machine wash my product?
[Add which products, if any, are machine washable and at what settings]
If you're unsure, check the care label or ask us before washing.
How do I keep my pieces looking their best?
Regular, gentle care goes a long way. Remove hair and dirt often, deal with spills promptly, and store items in a clean, dry place when they're not in use.
[Add any product-specific tips, or remove this line]
What if my product shows a defect?
Please contact us with your order number, a short description and photos of the issue.
[Add your warranty or quality guarantee terms, if any]
Contact & Support
How can I contact customer support?
The easiest way to reach us is through our contact form.
You can also email us at [Add your customer support email].
When is your team available, and how quickly do you reply?
- Customer service hours: [Add days and hours, incl. time zone]
- Typical response time: [Add your typical reply time]
What should I include when I get in touch?
To help us respond quickly, please include:
- Your order number, if your question is about an order
- The name of the product you're asking about
- Photos, if something has arrived damaged or isn't quite right
Do you work with press, stockists or partners?
We'd love to hear from you. Please use our contact form and choose "Partnerships & press" as the subject.
No matching questions.
Try a different word, or ask our team directly. We're happy to help.
Contact usThe fine print
Store Policies.
The complete terms behind every order, in one place.
Refund Policy
Returns, refunds and eligible items.
Shipping Policy
Delivery regions, timelines and costs.
Privacy Policy
How we collect and protect your data.
Terms of Service
The terms that apply to every purchase.
Still wondering?
We're Happy to Help.
Whether it's a question about fit, an order or something else, our team is here for you and your dog.