Customer Care — PAVENTO
How your PAVENTO order is prepared, how it reaches you, and what to do if something isn't quite right.
Draft. Not final policy. All highlighted placeholders must be completed with verified business information, supplier agreements and applicable consumer law before this page is published.
Order processing
[Processing time]
Estimated delivery
[Delivery estimate]
Return window
[Number of days]
Refund processing
[Refund timeframe]
Once your order is placed, you'll receive an order confirmation by email. Every piece is then carefully prepared before it's handed over for delivery.
We currently deliver to: [Add the countries or regions you ship to]
[Add any excluded areas or address types, e.g. specific islands, territories or parcel lockers, or remove this line]
The delivery options available for your address are always shown at checkout. If your country isn't listed, please contact us.
Shipping costs are calculated from your delivery address and shown at checkout before you pay.
| Destination | Method | Cost | Free shipping |
|---|---|---|---|
| [Destination / zone] | [Carrier & service] | [Rate] | [Threshold or n/a] |
| [Destination / zone] | [Carrier & service] | [Rate] | [Threshold or n/a] |
| [Destination / zone] | [Carrier & service] | [Rate] | [Threshold or n/a] |
Make sure these rates match the shipping settings in your Shopify admin. Add or remove rows as needed.
| Destination | Method | Estimated delivery |
|---|---|---|
| [Destination / zone] | [Carrier & service] | [Estimated time] |
| [Destination / zone] | [Carrier & service] | [Estimated time] |
[Confirm whether delivery times are counted from dispatch or from the order date]
Delivery times are estimates and may vary because of carrier delays, weather, customs checks or busy seasonal periods.
Order confirmed
You'll receive an order confirmation by email.
On its way
[Add how tracking details are shared, e.g. shipping confirmation email]
Delivered
[Add carrier(s) and delivery notes, e.g. signature]
Haven't received your tracking details? Please check your spam or promotions folder first, then get in touch with your order number.
[State whether you offer international shipping. If you don't, replace this section with a short note or remove it]
We're sorry if your parcel goes missing or arrives damaged. Please keep all packaging and contact us with your order number and, for damage, photos of the outer packaging and the item.
Eligible for return
[Add the conditions an item must meet, e.g. condition, tags, original packaging]
Not eligible
[Add any exclusions, e.g. hygiene items, personalised pieces or final-sale items, or state there are none]
[Add any proof-of-purchase requirements]
[Confirm these timeframes meet the statutory withdrawal and warranty periods in every market you sell to. Have them reviewed by a legal professional]
Request your return
[Add how to start a return, e.g. contact form, email or returns portal, and what information to provide]
Pack with care
Pack your item securely to protect it in transit. [Add what to include in the parcel]
Send it back
[Add return address or how it's provided, the shipping method, and who pays return shipping]
Confirmation
[Add how and when customers are notified once their return is received and inspected]
We recommend using a trackable shipping service and keeping your proof of postage until your return is confirmed.
Once a refund has been issued, your bank or payment provider may need additional time to show it on your statement.
Need a different size or colour for your dog?
[Add whether exchanges are offered and how they work. If not, explain that customers should return the item for a refund and place a new order]
[Add who covers shipping costs for exchanges, or remove this line]
If your piece arrives damaged or faulty, or isn't what you ordered, we'll do our best to put it right. Please contact us and include:
[Add the reporting time limit, available resolutions (repair, replacement or refund), and who covers return shipping for faulty or incorrect items, in line with applicable consumer law]
Questions about an order, a delivery or a return? Our team is happy to help. Have your order number to hand so we can reply faster.
You can reach us through our contact page or at [Add your customer support email]. Many common questions are answered on our FAQ page.
Customer care
For anything about your order, its delivery or a return, reach out and we'll take it from there.