Change of Mind Returns (Apparel, Jewelry, Perfume)

Changed your mind? You’re welcome to return general accessories within 30 days of delivery. Just contact us first for a return authorization before sending anything back.

Items must be unused, in their original packaging, with tags attached. Return shipping is covered by you. Once we receive and inspect the item, we’ll refund you within 5 to 7 business days.

Clothing specifically must be returned in its original packaging, with tags attached, in unworn condition, with no pet hair.

Exchanges (Apparel, Jewelry Only)

Need a different size or color? We’ll cover your first exchange for free. Contact us within 30 days of delivery to request one.

The item must be unused, in its original packaging, with tags attached and for clothing, with no pet hair. You cover the cost of shipping the original item back to us, and we’ll cover shipping your replacement.

Exchanges are limited to the same item in a different size or color. For a different product, please place a new order and return the original under our Change of Mind policy.

Custom Needle Felted Sculptures (Clone, Keychain, Car Hanger, Framed Portrait and Others)

You can cancel or change your order any time between placing it and the email we send letting you know production has started.

Once production starts, the order can no longer be canceled, returned or refunded. Each sculpture is handmade from your own photos, so once made, it has no value to us beyond your order.

To help make sure there are no surprises, you’ll receive photos of your sculpture before it ships and we offer unlimited free revisions until you approve it.

Damaged or Defective Items

If your item arrives damaged or defective, contact us at RoyalService@pawlaceusa.com within 48 hours of delivery with an unboxing video or photos of the damage and packaging. We review every claim and, once approved, offer a repair, replacement or refund.

We recommend recording a short video while you unbox your order. It’s the fastest way to confirm and resolve a damaged item claim.

Because each piece is handmade, small natural variations in color, texture or shape are part of the process and are not considered defects.