Frequently Asked Questions

Shipping within the Netherlands costs €5, and shipping to Belgium and Germany costs €7. 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.

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.

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.

You will receive an email with the tracking code once your order has been shipped, allowing you to track your delivery.

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.

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.

Orders with personalized products are shipped once all items are ready. Check the product page for specific delivery times

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.

Products must be unused, in their original condition and packaging. Personalized products cannot be returned. Visit our shipping and returns page for more information.

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.

Return shipping costs are the responsibility of the customer unless the error is ours. We recommend sending the package with a tracking code.

We will refund the purchase amount to the same account used for the purchase within 3 working days of receiving your return.

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.

At Pawness, you can choose from the following payment methods: iDEAL, Bancontact, SOFORT, credit card (MasterCard, Visa, American Express, Discover), and Apple Pay.

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.

Yes, our Belgian customers can pay safely, quickly, and securely via internet banking with Bancontact.

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.

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.

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.

Unfortunately not. To ensure smooth and fast order processing, we only accept payments via the offered payment methods provided by Mollie.

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.

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.

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.

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.

Our bowls are available in three beautiful colors: white, gray, and emerald. As they are hand-sprayed, colors may vary slightly from the photos.

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.

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.

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.

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.

Absolutely! Our bowls are made from 100% natural materials, with no harmful or chemical substances added.

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.

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!

Unfortunately, orders cannot be changed after placement. For cancellations, please contact customerservice@shop-pawness.nl. Note: personalized items cannot be canceled or returned.

Unfortunately not. Personalized bowls are made specifically for you and cannot be returned.

The ceramic dog cookie jar is available in three different colors that perfectly match our bowl collection. Check our webshop for available color options.

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.

The handle of the treat jar is made from recycled polyester sourced from PET bottles, making it both durable and eco-friendly.

Yes, the cookie jar itself can be used in the oven and microwave. Note: the lid is not suitable for the oven or microwave.

The ceramic cookie jars are designed for indoor use and are ideal for storing dry snacks.

The ceramic dog cookie jar measures approximately 14 x 18 cm, perfect for storing your dog’s favorite treats.

Yes, our ceramic cookie jars are made from 100% natural clay and glaze, making them safe for storing dry snacks for your dog.

Each cookie jar is handmade and unique. Imperfections in the design are part of the handcrafted character and give each jar an authentic look.

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.

Our treat jars are handmade in the Netherlands, using naturally sourced clay and glaze, and finished with a recycled polyester handle.

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.

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.

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.

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.

Yes, especially Bark Bliss is ideal for sensitive skin. We recommend testing a small patch of skin first.

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.

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.

Daily use is not necessary. Overuse can disrupt the natural balance of the skin.

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.

Apply the balm whenever the skin needs hydration, depending on how dry the nose and paws are or how much care a wound needs.

Yes, our brushes are vegan and contain no animal products. They are made from FSC-certified beechwood from Germany.

For a thick, short coat, we recommend our vegan wooden/nylon brush, available in two sizes. Choose the size that fits your dog.

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.

Yes, our products are suitable for puppies from 12 weeks old and for all coat types.

A grooming routine depends on your dog’s coat type. For more information, check out our grooming blog.

Yes, our bottles are partially made from wheat straw and recyclable. We also offer refill bottles. Our shampoo bars are packaged in paper and can be recycled.

Our brushes are made from FSC-certified beechwood.

Our products are 100% natural, free from harmful chemicals, and packaged in sustainable materials. They are vegan and animal-friendly.

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.

Our walking collection is made from high-quality, eco-friendly vegan leather and recycled polyester from PET bottles.

The Bo collection is made from vegan leather and features a unique color-blocking design in four different color combinations.

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.

Yes, all products in the walking collection are made from sustainable materials like vegan leather and recycled polyester.

The Bo collection is available in four different color combinations: Emerald/Nude, Coral/Gray, Black/Gray, and Mauve Mist.

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.

Yes, our poop bags are compostable and eco-friendly.

Simply clean the vegan leather products with a damp cloth and mild soap. Avoid using harsh chemicals.

Yes, you can mix and match items from both collections for a unique and stylish look for your dog.

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.

Yes, our bandanas are made from Tencel, a hypoallergenic fabric that is soft and breathable, making them ideal for dogs with sensitive skin.

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.

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.

Select the dog tag, enter your dog’s name and your contact information, and add the product to your cart.

Our products are lovingly handcrafted in Italy, combining traditional craftsmanship with modern, sustainable materials.

Our products are designed to last, thanks to the use of high-quality and sustainable materials like vegan leather and recycled polyester.

Our poop bags are made from compostable materials that fully break down in an industrial composting facility without leaving harmful residues.

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.

Dispose of used bags in a compostable waste bin accepted by an industrial composting facility. Check local guidelines for compostable waste disposal.

Yes, our compostable poop bags are designed to be strong and leak-proof, even for large dog waste.

In an industrial composting facility, the poop bags fully break down within 90 days. Home composting may take longer, depending on the conditions.