Frequently Asked
Questions
What is Pawness' motto?
Our motto is “High on style, low on pawprint.” We aim to create stylish dog essentials with respect for animals, nature, and people.
Where can I buy Pawness products?
You can find all the essentials for your dog in our Pawness online shop, where we offer a carefully curated assortment of conscious dog products. Additionally, our products are available through selected retailers worldwide. Check our stockist page for more information.
What is the mission of Pawness?
The mission of Pawness is to bring happiness to all pooches, their pals, and the planet. We combine style and sustainability in our products and support dog charities.
What types of products does Pawness offer?
Pawness offers a wide range of dog essentials, such as bowls, poop bags, and grooming products. All our products are stylish and conscious.
What does Pawness do for dogs in need?
At Pawness, we donate 10% of our profits to charities that help dogs. This is part of our mission to bring happiness to all pooches, their pals, and the planet.
How does Pawness contribute to sustainability?
Our products are made with respect for nature, using sustainable materials and production processes. We strive to keep our ecological pawprint as small as possible.
Is your question not listed? Then send an email to customerservice@shop-pawness.nl
Shipping and Returns
What are the shipping costs?
Shipping within the Netherlands costs €5,95 and shipping to Belgium and Germany costs €8,95. For these three countries, we offer free shipping on orders of €75 or more.
Visit our shipping and returns page for more information on shipping rates within Europe and internationally.
How long does it take to ship my order?
All orders are shipped within 24 hours of placement and payment, except for orders placed on Fridays after 15:00 or on weekends, which are shipped on Monday.
How long does delivery take?
Delivery within the Netherlands takes 1-3 days, and for shipments to Belgium and Germany, delivery takes 2-5 days.
Visit our shipping and returns page for more information on delivery times within Europe and internationally.
How can I track my order?
You will receive an email with the tracking code once your order has been shipped, allowing you to track your delivery.
How will my order be delivered?
In the Netherlands, delivery is handled by PostNL with options for home delivery, work address, or pickup locations. In other countries, packages are delivered by a partner organization of PostNL.
I didn't receive a confirmation email.
If you haven’t received a confirmation email within a few minutes of ordering, it might be due to
- Your provider considering our automatic emails as spam and moving or deleting them.
- A typo in your email address during the ordering process.
If you haven’t received a confirmation, please contact us at customerservice@shop-pawness.com.
What should I do if my order includes a personalized product?
Orders with personalized products are shipped once all items are ready. Check the product page for specific delivery times
Can I return or exchange my order?
Yes, you can contact our customer service within 14 days of receipt to exchange or return a product. You then have an additional 14 days to return unopened, unused products.
What are the return conditions?
Products must be unused, in their original condition and packaging. Personalized products cannot be returned. Visit our shipping and returns page for more information.
How do I send my return shipment?
Download the return form, fill it out, and include it with your return shipment. Send the products to: PAWNESS, Afd. Retouren, Hobbelrade 132, 6176 CJ Spaubeek.
Who pays for return shipping costs?
Return shipping costs are the responsibility of the customer unless the error is ours. We recommend sending the package with a tracking code.
When will I receive my refund?
We will refund the purchase amount to the same account used for the purchase within 3 working days of receiving your return.
Are there customs fees for orders outside the EU?
Yes, orders outside the EU may be subject to import duties and fees at the destination country’s customs. These costs are the responsibility of the recipient and vary by country.
Payment Options
What payment methods are available at Pawness?
At Pawness, you can choose from the following payment methods: iDEAL, Bancontact, SOFORT, credit card (MasterCard, Visa, American Express, Discover), and Apple Pay.
How does paying with iDEAL work?
With iDEAL, you can pay safely and quickly in your trusted banking environment via internet banking. This option is available for customers who bank with ABN AMRO, ASN Bank, Bunq, ING, Knab, Moneyou, Rabobank, RegioBank, SNS, Svenska Handelsbanken, Triodos Bank, or Van Lanschot.
Can I pay with Bancontact as a Belgian customer?
Yes, our Belgian customers can pay safely, quickly, and securely via internet banking with Bancontact.
Which countries support payments via SOFORT Banking?
SOFORT Banking is available for customers in Germany, Austria, the Netherlands, Switzerland, Italy, Spain, Belgium, and Poland. It works with most consumer banks in these countries.
Is it safe to pay with my credit card or via iDEAL at Pawness?
Yes, payments to Pawness are handled by Mollie, which ensures secure transactions for many large webshops. Once payment is received, your order will be processed, and standard delivery times apply. For more information on Mollie’s security, visit www.mollie.com.
Why does Mollie appear on my bank statement?
All online payments are processed by Mollie. This allows us to offer multiple payment options and security. Your payment will be made to Mollie, who collects payments for us and then transfers them to us. That’s why you see Mollie on your bank statement.
Can I manually transfer my payment via my bank?
Unfortunately not. To ensure smooth and fast order processing, we only accept payments via the offered payment methods provided by Mollie.
Warranty
What is the warranty on Pawness products?
We offer a one-year warranty on most of our products.We have worked hard
to create durable dog essentials. If a product does not function properly within a year of purchase, we will repair or replace it for free. Note: the warranty does not cover damage due to improper use or user fault.
For questions, email customerservice@shop-pawness.com.
What is not covered by the Pawness product warranty?
Damage caused by improper use, accidents, or normal wear and tear is not covered by our warranty. The warranty only covers manufacturing defects and functional issues within a year of purchase.
How can I claim the warranty?
Send an email to customerservice@shop-pawness.com with your order number, a description of the issue, and photos of the product. Our team will assess whether the product qualifies for repair or replacement under warranty.
Dog food bowls
What sizes are available for the ceramic dog bowls?
Our dog bowls are available in two sizes: M (approximately 16×6 cm) and L (approximately 20×6.5 cm). The slow feeder bowls are slightly lower: M (approximately 16×5 cm) and L (approximately 20×5.5 cm). Sizes may vary slightly as they are handmade.
In which colors can I buy the ceramic dog bowls?
Our bowls are available in three beautiful colors: white, gray, and emerald. As they are hand-sprayed, colors may vary slightly from the photos.
What is the difference between a regular bowl, a slow feeder bowl, and a personalized bowl?
The regular bowl is perfect as a food or water bowl. The personalized bowl functions the same but has your dog’s name stamped on it. The slow feeder bowl has rings inside that help your dog eat more slowly and provide mental stimulation.
How long does it take to make a handmade bowl?
The entire process takes about 4 weeks. First, the bowl is hand-thrown and dried. Then it is fired at 1280 degrees, sprayed in the chosen color, and fired again. After cooling, it is ready for use.
How can I order a personalized bowl?
You can order your personalized bowl here. Choose the size and color, and enter the name or word you want stamped on it. Add it to your cart, pay, and you’re done! Once it is ready, you will receive an email with the tracking information, about 4 weeks after the order.
Are the ceramic dog bowls dishwasher safe?
Yes, you can safely clean them in the dishwasher. However, we recommend not leaving them in a moist dishwasher for too long as it is not good for the clay.
Are the materials used in the ceramic dog bowls safe for my dog?
Absolutely! Our bowls are made from 100% natural materials, with no harmful or chemical substances added.
How do I best maintain and clean my ceramic dog bowl?
Our bowls can be cleaned in the dishwasher, but they are also easy to clean with warm water and an eco-friendly dish soap. Simply scrub with a sponge, dry, and they are ready for use again.
What are the benefits of a slow feeder bowl?
The rings in the slow feeder bowl slow down your dog’s eating pace. This helps prevent choking, provides mental stimulation, and prevents overeating. A slow meal is a happy meal!
Can I change or cancel my order after placing it?
Unfortunately, orders cannot be changed after placement. For cancellations, please contact customerservice@shop-pawness.nl. Note: personalized items cannot be canceled or returned.
Can I return my personalized bowl?
Unfortunately not. Personalized bowls are made specifically for you and cannot be returned.
Ceramic Dog Cookie Jar
What colors are available for the ceramic dog cookie jar?
The ceramic dog cookie jar is available in three different colors that perfectly match our bowl collection. Check our webshop for available color options.
Are the cookie jars dishwasher safe?
Yes, the cookiet jars are dishwasher safe, but make sure not to leave them in a moist dishwasher for too long. However, the lid is not dishwasher safe due to the handle.
What is the handle of the cookie jar made of?
The handle of the treat jar is made from recycled polyester sourced from PET bottles, making it both durable and eco-friendly.
Can I use the ceramic cooki jar in the oven or microwave?
Yes, the cookie jar itself can be used in the oven and microwave. Note: the lid is not suitable for the oven or microwave.
Are the cookie jars suitable for outdoor use?
The ceramic cookie jars are designed for indoor use and are ideal for storing dry snacks.
What are the dimensions of the ceramic dog cookie jar?
The ceramic dog cookie jar measures approximately 14 x 18 cm, perfect for storing your dog’s favorite treats.
Are the cookie jars safe for food storage?
Yes, our ceramic cookie jars are made from 100% natural clay and glaze, making them safe for storing dry snacks for your dog.
Why are there imperfections in the design of the cookie jar?
Each cookie jar is handmade and unique. Imperfections in the design are part of the handcrafted character and give each jar an authentic look.
How do I best maintain and clean the ceramic dog cookie jar?
You can clean the cookie jar in the dishwasher, but ensure not to leave it in a moist dishwasher for too long. The lid should be hand-washed and is not suitable for the dishwasher or microwave.
Where are the ceramic dog cookie jars made?
Our treat jars are handmade in the Netherlands, using naturally sourced clay and glaze, and finished with a recycled polyester handle.
Dog Grooming
What types of liquid dog shampoos do you offer?
We have two wonderful liquid shampoos: Bark Bliss and Fresh Fetch. Bark Bliss is nourishing and hydrating, perfect for dry or itchy skin. Fresh Fetch offers a refreshing cleanse and eliminates unpleasant dog odors. For more information about our shampoos, read this blog.
What are the benefits of your shampoo bars compared to liquid dog shampoo?
Our shampoo bars are 100% plastic-free and super compact. They have an even smaller impact on the environment while being just as effective as liquid shampoos. It’s just a matter of personal preference: liquid or solid.
How do I use a shampoo bar on my dog?
Wet the coat, rub the shampoo bar on it, massage well, and rinse thoroughly. For best results, wash twice and finish with our conditioning sprays.
What is the main ingredient in your liquid shampoos?
Our liquid shampoos are 100% natural, with coconut as the base. This gives them their nourishing properties without a coconut scent. Essential oils provide the delightful fragrance.
Are your dog shampoos and conditioners suitable for dogs with sensitive skin?
Yes, especially Bark Bliss is ideal for sensitive skin. We recommend testing a small patch of skin first.
How often should I wash my dog with your products?
This depends on the breed and activities of your dog. Dogs that play in the mud or swim regularly need more frequent baths. Over-washing can disrupt the natural balance of the skin, so consider the specific needs of your dog.
How do I use your conditioner spray on my dog?
Shake well before use. Spray generously on a wet or dry coat, massage gently, or brush through. Use the dog spray between washes or after a bath for the best results. For more information on using conditioning sprays, read this blog.
Are the dog conditioner sprays suitable for daily use?
Daily use is not necessary. Overuse can disrupt the natural balance of the skin.
What are the benefits of your nose and paw balm?
Our balm nourishes and hydrates rough, dry spots on noses and paws. With a subtle scent of cedarwood and lavender, it calms and absorbs quickly without leaving greasy marks. For more information on the nose and paw balm, read this article.
How do I create a grooming routine for my dog?
A grooming routine depends on your dog’s coat type. For more information, check out our grooming blog.
Can I safely use your dog grooming products on puppies?
Yes, our products are suitable for puppies from 12 weeks old and for all coat types.
Are your dog grooming products free from harmful chemicals?
Yes, our products are 100% natural and free from parabens, SLS/sulfates, phosphates, petrochemicals, artificial colors, phthalates, and synthetic fragrances. They are also vegan and animal-friendly.
Which brush is best for a dog with a thick coat?
For a thick, short coat, we recommend our vegan wooden/nylon brush, available in two sizes. Choose the size that fits your dog.
Are the brushes vegan and sustainably produced?
Yes, our brushes are vegan and contain no animal products. They are made from FSC-certified beechwood from Germany.
How often should I apply the nose and paw balm?
Yes, our brushes are vegan and contain no animal products. They are made from FSC-certified beechwood from Germany.
Is the packaging of your grooming products recyclable?
Our shampoos, sprays and conditioners come in glass bottles. To reduce packaging materials, refill pouches are available for shampoos and sprays. This way, you can keep re-using the glass bottle.
What sustainable materials are used in the production of your dog brushes?
Our brushes are made from FSC-certified beechwood.
How do your grooming products contribute to a more sustainable lifestyle for dog owners?
Our products are 100% natural, free from harmful chemicals, and packaged in sustainable materials. They are vegan and animal-friendly.
Are your dog shampoos and conditioners free from plastic packaging?
Our shampoo bars are 100% plastic-free. The liquid dog shampoos and conditioners are in bottles partially made from wheat straw. We continually work on reducing plastic.
Walking Collection
What materials are used in the Pawness Walking Collection?
Our walking collection is made from high-quality, eco-friendly vegan leather and recycled polyester from PET bottles.
What makes the Bo Walking Collection unique?
The Bo collection is made from vegan leather and features a unique color-blocking design in four different color combinations.
What are the benefits of the Trix Walking Collection?
The Trix collection is sustainable and eco-friendly, made from recycled polyester and vegan leather, and offers adjustable leashes in three lengths for extra flexibility and comfort.
Are the products in the walking collection sustainable?
Yes, all products in the walking collection are made from sustainable materials like vegan leather and recycled polyester.
What color combinations are available in the Bo Walking Collection?
The Bo collection is available in four different color combinations: Emerald/Nude, Coral/Gray, Black/Gray, and Mauve Mist.
How do I choose the right size collar or harness for my dog?
Use our size chart on the product page to find the right size for your dog. Measure your dog’s neck and chest for the best fit. For more information on choosing the right collar size, refer to this article.
Are the dog collars and harnesses adjustable?
Yes, the dog collars and dog harnesses in both the Bo and Trix collections are adjustable for a perfect fit.
How do I attach the poop bag holder to the dog leash?
Our poop bag holders are designed with a convenient D-ring to easily attach them to the dog leash.
Are the Pawness poop bags compostable?
Yes, our poop bags are compostable and eco-friendly.
How do I maintain the vegan leather products?
Simply clean the vegan leather products with a damp cloth and mild soap. Avoid using harsh chemicals.
Can I mix and match products from the Bo and Trix collections?
Yes, you can mix and match items from both collections for a unique and stylish look for your dog.
What sizes are available for the Pawness dog bandanas?
Our dog bandanas are available in two sizes, so both small and large dogs can enjoy this stylish accessory. Refer to our size chart on the product page to find the perfect size for your dog.
Are the Pawness dog bandanas suitable for dogs with sensitive skin?
Yes, our bandanas are made from Tencel, a hypoallergenic fabric that is soft and breathable, making them ideal for dogs with sensitive skin.
How do I care for and clean the dog bandana?
Our dog bandanas are easy to clean. Wash them on a gentle cycle in the washing machine with cold water and mild soap. Air dry to maintain the fabric’s quality and color.
How do I order a personalized dog bandana?
Choose the desired bandana and select the personalization option. Enter your dog’s name during the ordering process. Add the personalized bandana to your cart and complete the order.
Where are the products from the Trix and Bo Walking Collections made?
Our products are lovingly handcrafted in Italy, combining traditional craftsmanship with modern, sustainable materials.
How long do the products in the walking collection last?
Our products are designed to last, thanks to the use of high-quality and sustainable materials like vegan leather and recycled polyester.
What makes your poop bags compostable?
Our poop bags are made from compostable materials that fully break down in an industrial composting facility without leaving harmful residues.
How do I use the compostable poop bags?
Use the poop bags like any other: pull one out of the holder, use it to pick up your dog’s waste, and dispose of the full bag in a designated compostable waste bin.
How long does it take for the poop bags to fully break down?
In an industrial composting facility, the poop bags fully break down within 90 days. Home composting may take longer, depending on the conditions.
Are the compostable poop bags strong enough to hold large dog waste?
Yes, our compostable poop bags are designed to be strong and leak-proof, even for large dog waste.
Where can I dispose of the used compostable poop bags?
Dispose of used bags in a compostable waste bin accepted by an industrial composting facility. Check local guidelines for compostable waste disposal.
