Returns & refunds

Last updated: 25 October 2026

The short version

Every piece is carved from your own photograph, so it is a personalised item. Personalised items are excluded from the 14-day change-of-mind right in the EU and UK. If we make a mistake — damaged in transit, wrong animal, wrong options — we will remake it or refund you, your choice.

What is covered

Your piece arrives damaged or broken.
We carve a different animal from the photograph you sent.
We make the wrong size or leather colour you selected.
Your parcel never arrives and the tracking shows it was lost.

What is not covered

A change of mind after the piece has been carved. Personalised goods are excluded from the standard 14-day right.
Differences between the photograph and the carving. A hand-carved portrait is an interpretation in leather, not a printed copy, so tone and fine detail will differ.
Damage caused after delivery, or normal wear on a piece that is worn every day.

How to ask

Email hello@carvedpaws.com within 14 days of delivery with:

your order reference (it starts with CP-),
a photo of the piece and the packaging if it arrived damaged,
a short description of the problem.

We reply within two business days. For damage or a mistake on our side, we cover the cost of making it right — you will not be asked to pay return postage.

Refund timing

Approved refunds are sent back through PayPal, usually within 3–5 business days of approval. Your bank may take a few days more to show the funds.

Chargebacks

If something is wrong, please email us first — we can almost always fix it faster than a payment dispute. Filing a chargeback without contacting us may delay the resolution for both sides.