Welcome to the Petetales FAQ page! Here you will find answers to the most common questions regarding our handcrafted pet apparel, custom orders, shipping, and returns.
1. PRODUCTS & SIZING
Q: How do I choose the right size for my pet?
A: We provide detailed size guides on our product pages. Please measure your pet's neck circumference, chest girth (the widest part behind the front legs), and back length (from the base of the neck to the base of the tail) while they are standing.
Q: Are your sweaters suitable for both dogs and cats?
A: Yes! Our sweaters and cardigans are designed to fit comfortably on both dogs and cats. Just ensure you measure your pet accurately before ordering.
Q: Are all items really handmade?
A: Yes, absolutely. Every single sweater, cardigan, and accessory in our store is individually hand-knitted with meticulous care, attention to detail, and soft, high-quality yarn.
2. CUSTOM ORDERS
Q: Can I request a custom size or tailored fit for my pet?
A: Yes! We offer custom-made items tailored specifically to your pet’s exact measurements, breed, and gender. Simply select the custom option or contact us with your pet’s details when placing your order.
Q: How long does a custom order take to make?
A: Custom handcrafted items take an additional 2 to 5 business days for creation before being dispatched.
3. SHIPPING & DELIVERY
Q: Where do you ship to?
A: We ship locally within Poland, to Germany, and to all European Union (EU) member states from our workshop in Gdańsk, Poland.
Q: What are the shipping costs and delivery times?
A:
• Poland: €2.90 (~12.50 PLN) Standard | FREE on orders over €40.00 (~175.00 PLN) (1–2 business days)
• Germany: €2.90 Standard | FREE on orders over €40.00 | €9.90 Express (3–5 business days standard, 1–2 days express)
• Rest of EU: €4.90 Flat Rate (3–7 business days)
Q: Will I receive a tracking number?
A: Yes, as soon as your parcel is dispatched, you will receive an automated email containing your tracking number to monitor your package in real time.
4. RETURNS & EXCHANGES
Q: What is your return policy?
A: In accordance with EU consumer law, you can return standard, non-customized items within 14 calendar days of receiving your order, provided the items are unworn, unwashed, and free of pet hair.
Q: Can I return a custom-made sweater?
A: Because custom-made items are crafted specifically to your pet's measurements, they cannot be returned or exchanged unless they arrive defective or damaged.
5. CARE INSTRUCTIONS
Q: How should I wash my Petetales knitted sweater?
A: We recommend gentle hand washing or machine washing on a delicate/wool cycle at max. 30 °C using mild wool detergent. Always lay the item flat on a towel to air dry—do not tumble dry.
6. CONTACT US
Q: How can I reach customer support?
A: You can email us anytime at support@petetales.store or call us at +48 605340315 (Monday – Friday, 9:00 AM – 5:00 PM CET).