Answers to the questions we are asked most often. If yours is not here, email us and we will reply.
How long does delivery take?
Orders are processed within 1–3 business days. After dispatch, estimated delivery is 5–10 business days within Germany, 5–12 business days within the European Union, and 7–15 business days internationally.
These are estimates. Customs clearance, carrier delays and public holidays can extend them.
Can I track my order?
Yes. Once your order is dispatched you receive a confirmation email containing your tracking number. If it has not arrived within a few days of ordering, check your spam folder and then contact us.
How do returns work?
You have 30 days after receiving your item to request a return. Items must be unused, in original condition and packaging, with proof of purchase.
If your order was shipped into the European Union, you additionally have the statutory right to cancel within 14 days of receipt for any reason, without justification.
Email us to start a return. Do not send items back before requesting a return — packages sent without prior arrangement cannot be accepted.
When do I get my refund?
Once your return arrives we inspect it and let you know whether the refund is approved. Approved refunds are issued automatically to your original payment method within 10 business days. Your bank may take a few days more to post it.
What if my item arrives damaged or wrong?
Inspect your order on arrival and contact us straight away if anything is defective, damaged or not what you ordered. Send a photo with your order number and we will make it right.
Which countries do you ship to?
Germany, all 26 other European Union countries, and the United Kingdom, Switzerland, Norway, the United States, Canada, Australia, New Zealand, Japan, South Korea, Singapore, Hong Kong, Malaysia, the United Arab Emirates and Israel.
Which payment methods do you accept?
The payment methods available to you are shown at checkout, before you confirm your order. Checkout is handled by Shopify — we never see or store your card details.
PawClean — which size should I choose?
PawClean comes in two sizes. The smaller size suits small breeds and cats, the larger suits medium and large dogs. If your dog is between sizes, the larger cup is the safer choice — the silicone fingers flex to the paw.
How do I contact Aether?
Email us through the Contact page. We read every message and answer in the order received.