FAQs

 

Frequently Asked Questions (FAQs)

Orders and Customization

1. How do I customize a necklace?
Simply choose your favourite product and follow the instructions!

2. What types of images work best for engraving?
For the best results, upload high-resolution photos with good lighting and a clear view of your pet's face. Avoid blurry or low-quality images.

3. Can I preview the design before it’s made?
Our artists follow the exact image you sent in and the engraving is based on that, hence why it is very important to follow the Photo Taking Guidelines to achieve the best result! Previews are not possible.

Shipping and Delivery

4. How long does it take to process an order?
Each necklace is custom-made, so production takes up to 7 business days. Shipping takes between 10-12 days, you can follow shipping updates via the tracking link and code you will be sent via email once the order is shipped! 

Keep in mind the shipping company is third party to us and we have no control over any delays.

5. Do you offer international shipping?
Currently, we are based in Malta.

6. Will I receive tracking information?
Yes, once your order ships, we’ll send you a confirmation email with tracking details.

Returns and Exchanges

7. Can I return or exchange a personalized necklace?
Since our products are custom-made, we cannot accept returns or exchanges. Should the item arrive damaged or defective, please contact us within 7 days of delivery.

8. What if my necklace arrives damaged?
If your item arrives damaged, contact us immediately with photos of the damage, and we’ll arrange a refund.

Product Care

9. How should I care for my necklace?
To keep your necklace looking its best:

  • Avoid exposure to water, perfumes, and harsh chemicals.

  • Clean gently with a soft cloth to maintain its shine.

10. What materials are used in your necklaces?
Our necklaces are crafted from high-quality materials such as stainless steel, ensuring durability and elegance.

General Questions

11. Do you offer gift wrapping?
Each item comes in a gift box ready for gifting or safe-keeping.

12. Can I order a necklace with more than one pet?
Absolutely! We can accommodate multiple pets in 1 necklace. This can be done by choosing multiple pendants when placing your order. Make sure to upload clear images of each pet, following the Photo Taking Guide.

13. How can I contact you?
You can reach us via email at francesca@pawandheart.com and we’ll get back to you within 1–2 business days.