Returns & Refunds
If you need to report a problem with your order or request a return, exchange, or refund, please contact our support team at muturi@pavonique.shop as soon as possible. We handle each situation individually so we can give you the right next step.
Wrong Item Received
If the item you received does not match what you ordered, email us with your order number, a photo of the item you received, and a brief description of the discrepancy. We will review the case and advise you on the resolution, which may include a replacement or refund depending on availability and the nature of the error.
Change of Mind
If you would like to return an item simply because your plans changed, please contact us with your order number and the reason for the return. Our team will confirm whether your item qualifies for a return and, if so, provide instructions on how to proceed, including who covers return shipping and any applicable conditions.
Package Lost in Transit
Orders typically arrive within 7–12 business days after dispatch. If your tracking shows no movement or your package has not arrived within that window, contact us with your order number and tracking details. We will open an investigation with the carrier and keep you updated on the outcome. A refund or replacement is not issued until the investigation is complete.
Item Arrived Damaged
If your item arrived damaged, please email us within a reasonable time after delivery with your order number, clear photographs of the damage (both the item and the packaging), and a description of what you observed. We will assess the evidence and determine the appropriate resolution. Do not discard the packaging until we have reviewed your case.
Exchanges (Size, Colour, or Style)
To request an exchange for a different size, colour, or style, contact us with your order number and the specific option you would like instead. We will confirm whether the desired item is in stock and outline the steps required. Exchange availability depends on current inventory and cannot be guaranteed until confirmed by our team.
How to Start a Request
For all the situations above, the first step is the same: email muturi@pavonique.shop with your order number and a clear description of the issue. Include photos where relevant. Do not ship anything back without first receiving instructions from our team.
After Your Request Is Reviewed
Once we receive your message, our team will review it within 1–3 business days. You will receive a response confirming the next steps, including any return address, shipping instructions, or resolution options. Refund timing and method will be communicated at that stage based on the outcome of the review.
Contact Us
Pavonique
CAJEMA CARE LTD
muturi@pavonique.shop
69 Wobourn Tower, London, UB5 6HT
United Kingdom
We typically respond within 1–3 business days.