Shipping Policy

Thank you for choosing PawsAtelier. Every piece we create is custom-made, handcrafted, and tailored uniquely to your beloved pets. Because we don't do mass production, our process takes a little more time and a whole lot of love.

Please review our shipping guidelines below to understand how your bespoke orders are crafted, shipped from our Hong Kong studio, and delivered to your doorstep.

## 1. Customization & EU Right of Withdrawal (Cooling-Off Period) Notice

⚠️ IMPORTANT LEGAL NOTICE FOR CUSTOMIZED GOODS: > In accordance with international e-commerce laws and Article 16(c) of the EU Consumer Rights Directive, the 14-day right of withdrawal (cooling-off period) DOES NOT apply to goods made to the consumer's specifications or clearly personalized. > By finalizing your purchase of any personalized or engraved item at PawsAtelier, you explicitly acknowledge and agree that crafting begins shortly after order submission, and these custom items cannot be canceled, returned, or refunded once production has commenced. Please ensure all customization details and sizing are correct before checking out.

## 2. Total Time to Delivery

The total time it takes to receive your order is divided into two parts: Processing Time and Shipping Time.

• Processing Time (Crafting & Customization): Please allow [3 - 5] business days for our atelier to craft, inspect, and pack your order before it leaves our studio.

• Shipping Time (Transit): All orders are dispatched from our Hong Kong studio via reliable international tracked air corridors. The estimated transit times are outlined below.

## 3. Shipping Destinations & Estimated Delivery Times

📌 Please Note: These timeframes are estimates provided by our logistics partners. Delays may occasionally occur due to regional customs clearance, local postal backlogs, peak holiday seasons (e.g., Black Friday, Christmas), or extreme weather conditions.

## 4. Shipping Rates & Currency

To ensure a transparent checkout experience, all shipping rates are calculated and charged in Hong Kong Dollars (HKD), matching our store's payment processing system.

• Standard Tracked Shipping: We offer a flat rate of HKD 39.00 for standard delivery.

• Free Worldwide Shipping: We are delighted to offer FREE Standard Shipping on all orders over HKD 150.00.

• Express Shipping: Premium express courier service fees (e.g., DHL/FedEx) will be calculated dynamically at checkout based on your exact delivery address.

## 5. Order Tracking

We believe peace of mind is part of a premium shopping experience.

• As soon as your custom order is dispatched from Hong Kong, a shipping confirmation email containing your Tracking Number and a tracking link will be sent to you automatically.

• You can track your package 24/7 directly through our website's tracking portal or via global tracking platforms like 17track. Please allow 24–48 hours for the tracking information to update initially after departure from the logistics hub.

## 6. Customs, Duties, and Taxes

• For the majority of our international shipments to the US, UK, and EU, orders fall below standard import tax thresholds and typically do not incur additional fees.

• However, please note that any import duties, value-added taxes (VAT), or customs fees levied by your destination country are the sole responsibility of the recipient. PawsAtelier has no control over these regional statutory charges.

## 7. Incorrect Address Warning & Customer Liability

Please double-check your shipping address during checkout. Because our products are highly customized with unique pet names and phone numbers, we cannot change the shipping address or recall the package once it has been dispatched from our studio. If a package is returned to our atelier or lost due to an incorrect, incomplete, or invalid address provided by the customer, the customer will be held liable for the reshipping fees or replacement costs.

## 8. Need Help?

If you have any questions about the shipping status of your bespoke order or need to make an urgent adjustment before crafting begins, please don't hesitate to reach out to our dedicated support team at:

• Email: support@pawsatelier.com

• Response Time: We reply to all inquiries within 24 hours (Monday - Friday).