Coordonnées
Contact Us
We answer most emails within 24 hours, Monday to Friday. Here's how to reach us.
General enquiries
Email: support@pawlace.shop
Response time: within 24 hours (Mon–Fri 9am–5pm GMT)
For product questions, order help, returns, or general feedback.
Customer support hours
| Day | Hours (GMT/BST) |
|---|---|
| Monday | 9am – 5pm |
| Tuesday | 9am – 5pm |
| Wednesday | 9am – 5pm |
| Thursday | 9am – 5pm |
| Friday | 9am – 5pm |
| Saturday | Closed (emails monitored intermittently) |
| Sunday | Closed |
We are closed on UK public holidays. Emails sent during closed hours will be answered the next business day.
Specific topics — fastest routes
| You want to... | Email subject |
|---|---|
| Cancel your membership | "Cancel Membership — order #[number]" |
| Request a refund within 14 days | "Refund request — order #[number]" |
| Use the 30-day money-back guarantee | "Money-back guarantee — order #[number]" |
| Report a faulty or damaged item | "Faulty item — order #[number]" |
| Update payment method | "Update payment method — account [email]" |
| Privacy / data request | "Data request — [your full name]" |
| Press, partnership, or collaboration | "Press enquiry — [your company]" |
Using the right subject line gets you to the right person faster.
Postal address
ABN GLOBAL SALES LLC (trading as PawlacePets)
6407 Magnolia St
Milton, FL 32570
United States
Please use email for fastest response. Post is monitored but slower.
Company information
| Detail | Value |
|---|---|
| Trading name | PawlacePets |
| Registered company name | ABN GLOBAL SALES LLC |
| EIN (US Tax ID) | 32-0827383 |
| Registered office | 6407 Magnolia St, Milton, FL 32570, USA |
| VAT number | Not registered (UK VAT registration in progress as required) |
| Country of incorporation | United States (Florida LLC) |
Social media
We respond to social mentions but prefer email for support — it's faster and we can track your case.
Social media handles will be announced at launch — follow pawlacepets.shop for updates.
Complaints
If you're not happy with how we've handled an issue, please email support@pawlace.shop with the subject "Complaint — order #[number]" and we'll escalate to a senior team member.
You may also contact:
- Citizens Advice — free, impartial consumer advice. citizensadvice.org.uk · 0808 223 1133
- Information Commissioner's Office (ICO) — for data protection complaints. ico.org.uk · 0303 123 1113
We aim to be the kind of brand you actually want to email. Tell us how we're doing — even when we're not doing great. Especially then.