Welcome to the Axiwear Pet Store FAQ page. Here you will find answers to the most common questions about orders, free EU shipping, delivery times, payments, returns, refunds and pet products. If you do not find the information you are looking for, please feel free to contact us and our support team will be happy to help.
Axiwear Pet Store is a UK-registered online pet shop offering high-quality products for dogs, cats, birds, rabbits and small pets. We operate 100% online and deliver pet supplies across the European Union.
No. We are an online-only pet store. This allows us to reduce costs and offer better prices, free shipping, and a convenient shopping experience for customers across Europe.
We primarily serve customers within the European Union. If you are unsure whether we ship to your specific location, please contact us before placing an order and we will confirm availability.
Placing an order is simple:
In most cases, you can place an order as a guest, but we recommend creating an account so you can:
We start processing orders very quickly. If you need to change or cancel your order, please contact us as soon as possible with your order number. If the order has not yet been processed or shipped, we will do our best to accommodate your request. Once the order is dispatched, changes or cancellations may no longer be possible.
Shipping is always FREE on all orders. There is no minimum order value, no hidden delivery fees, and no extra handling charges.
We ship across the European Union and to selected nearby European locations depending on logistics availability. If you are not sure whether your country is covered, please contact us before ordering.
Typical estimated delivery times are:
These are estimated timeframes. Delays may occur due to customs, seasonal demand, local courier issues, or other factors beyond our control. We always work closely with our logistics partners to ensure reliable delivery.
For some shipments, tracking is available and we will provide tracking details by email after dispatch. For other low-value or specific logistics methods, tracking may not be available. Even without tracking, your order is fully supported by our logistics partners and our customer service team.
If your order has not arrived within the expected delivery window, please contact us with:
We will investigate the situation with our shipping partners and update you as soon as possible. In cases where a shipment is confirmed as lost, we will work with you on a suitable solution, such as a replacement or refund.
Please make sure your shipping address is accurate and complete. If a package cannot be delivered due to an incorrect or incomplete address, this may cause delays. If the package is returned to us, we will contact you to arrange a new delivery solution.
Our business is registered in the United Kingdom and we ship across the European Union. In many cases, customers receive their packages without any additional customs fees. However, depending on local rules and regulations, certain shipments may be subject to customs procedures or VAT handling in your country.
If additional procedures apply, they will follow the regulations of your local authorities. If you have doubts, we recommend checking with your local customs office for more information.
We are required to declare the value of the goods correctly on customs documentation and cannot misrepresent this information. We always follow legal and customs requirements.
Available payment methods may vary depending on your country and our payment providers, but typically include:
All available methods will be displayed at checkout.
Yes. We use secure payment processing through trusted payment gateways. Your payment details are encrypted and processed in a secure environment. We do not store your full payment card details on our servers.
If your payment is declined:
If the problem persists, you can also contact us and we will try to assist you.
We want you and your pets to be happy with every purchase. If you are not satisfied with a product, please refer to our Returns & Refunds Policy page for full details on eligibility, time limits, and the return process.
In general, products must be unused, in original condition, and in original packaging to be eligible for return, unless they arrived damaged or defective. For hygiene and safety reasons, some items (such as opened grooming products or used bedding) may not be returnable. Please check our Returns Policy or contact us for clarification before sending anything back.
If your order arrives damaged or you receive a defective product, please contact us as soon as possible with:
We will review the case and offer an appropriate solution, such as a replacement or refund, in line with our policies.
Once a return is received and approved, refunds are typically processed within a certain number of business days, depending on your bank or payment provider. Please refer to our Returns & Refunds Policy for detailed timings and conditions.
We offer a range of carefully selected products for:
Every product is chosen with a focus on safety, comfort, durability, and value. We aim to offer items that support the health and well-being of pets while also being practical and reliable for owners.
Many products are suitable for a wide range of breeds and sizes, but we always recommend checking the product description, size charts, and usage guidelines. If you are unsure about the right size or product for your pet, feel free to contact us for advice.
If a product is temporarily unavailable, it may be marked as out of stock on our website. In some cases, you may be able to sign up for a notification when it becomes available again. If you need a specific product urgently, you can also contact us and we will let you know if and when we expect it back in stock.
You can contact us through our Contact page on the website. Simply fill out the contact form with your details and message, and we will respond as soon as possible.
We aim to respond to customer inquiries within a reasonable timeframe on business days. Response times may vary depending on the volume of requests, but we always do our best to assist you as quickly as we can.
To help us resolve your issue faster, please include:
At Axiwear Pet Store, we are committed to offering a trustworthy and enjoyable online shopping experience for pet owners across Europe. We care deeply about the well-being of your pets and strive to provide quality products, free shipping, and friendly support with every order.
If you have any other questions not covered in this FAQ, please do not hesitate to reach out to us. We are always here to help you and your pets.
These Terms & Conditions (“Terms”) govern your use of the Axiwear Pet Store website (“Site”) and your purchase of products from us. By accessing our Site or placing an order, you agree to be bound by these Terms. If you do not agree with any part of these Terms, you should not use our Site or place an order.
“We”, “us”, and “our” refer to Axiwear Pet Store, a business registered in the United Kingdom. “You” and “your” refer to the customer or user of our Site.
Last Updated: [Insert Date]
By using our Site, you confirm that you are at least 18 years old or accessing the Site under the supervision of a parent or legal guardian. You agree to use this Site only for lawful purposes and in a way that does not infringe the rights of, restrict or inhibit anyone else’s use and enjoyment of the Site.
We reserve the right to modify, suspend or discontinue any part of the Site at any time without prior notice.
We strive to describe and display products as accurately as possible, including colours, sizes, and descriptions. However, minor variations may occur and we do not warrant that product descriptions, images or other content on the Site are completely error-free.
All products are intended for use with pets and should be used according to the instructions provided on the packaging or product page. You are responsible for determining whether a product is suitable for your pet.
By placing an order on our Site, you are making an offer to purchase the selected products under these Terms. All orders are subject to availability and acceptance by us.
The steps to place an order are generally as follows:
After you place an order, you will receive an order confirmation email. This confirmation acknowledges receipt of your order, but it does not constitute our acceptance. A contract is formed when we dispatch your items and send a dispatch confirmation, or when we otherwise confirm acceptance of your order.
We reserve the right to refuse or cancel any order, for example in cases of:
All prices displayed on our Site are shown in the currency indicated and are subject to change at any time without notice. The price you pay will be the price indicated at the time you place your order, including any applicable taxes where stated.
We offer free shipping on all orders, unless otherwise clearly specified.
Payment must be made using the payment methods available at checkout. By providing payment information, you confirm that you are authorised to use the selected payment method and that all details are accurate.
We ship primarily within the European Union. Estimated delivery times are provided on our Shipping Information page and may vary depending on the destination, product type, and logistic conditions. These times are estimates and are not guaranteed.
Risk of loss and title to the products pass to you upon delivery to the address you provide. Please ensure your shipping details are accurate and complete.
For full details, please refer to our dedicated Shipping Information page.
We want you and your pets to be satisfied with your purchase. Our returns and refund process is described in detail on our Returns & Refunds Policy page, which forms part of these Terms.
In general, you may have the right, under certain conditions, to return products within a specified period after delivery, provided the items are in suitable condition as outlined in our policy.
To review eligibility, conditions, and procedures, please see our Returns & Refunds Policy.
Our business is registered in the United Kingdom and we ship to customers across the European Union. Depending on your location and applicable laws, your order may be subject to customs processes, VAT, or other local charges. You are responsible for any such additional costs, where applicable, unless stated otherwise.
To the fullest extent permitted by law, we shall not be liable for any indirect, incidental, special, consequential or punitive damages, or any loss of profits or revenues, whether incurred directly or indirectly, arising out of or in connection with your use of the Site or purchase of products.
Our total liability for any claim under these Terms, whether in contract, tort or otherwise, shall be limited to the amount you paid for the product(s) in question.
Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, or for fraud or fraudulent misrepresentation.
If you create an account on our Site, you are responsible for keeping your login details confidential and for all activities that occur under your account. You must notify us immediately if you suspect any unauthorised use of your account.
All content on the Site, including text, graphics, logos, images, and design, is owned by or licensed to Axiwear Pet Store and is protected by applicable intellectual property laws. You may not copy, reproduce, distribute, modify or use any content from the Site without our prior written consent, except for personal, non-commercial use in connection with purchasing products from us.
Your privacy is important to us. Our collection and use of personal data is governed by our Privacy Policy, which forms part of these Terms. By using our Site or placing an order, you acknowledge and agree to the terms of our Privacy Policy.
Our Site may contain links to third-party websites. These links are provided for your convenience only. We do not control and are not responsible for the content, security, or privacy practices of third-party sites. Accessing any third-party website is at your own risk.
We may update or modify these Terms from time to time. Any changes will be posted on this page with an updated “Last Updated” date. Your continued use of the Site or placement of orders after such changes constitutes your acceptance of the revised Terms.
These Terms and any disputes arising out of or in connection with them shall be governed by and interpreted in accordance with the laws of England and Wales, without prejudice to any mandatory consumer protection rights that may apply in your country of residence within the European Union.
Any disputes shall be subject to the non-exclusive jurisdiction of the courts of England and Wales, and, where applicable, the courts of your country of residence as required by consumer protection law.
If you have any questions about these Terms & Conditions, or about your order, please contact us through our website Contact page or via our support email.
By ticking the checkbox at checkout or completing your purchase, you confirm that you have read, understood and agree to be bound by these Terms & Conditions.
