The most frequently asked questions and our answers. If your question is not listed here, write to us at admin@welcomna.com – we usually reply within one business day.
Ordering and Payment
How do I order?
Select a product, personalize it, add it to the shopping cart, and proceed to checkout. There, you enter your delivery address and payment method.
What payment methods are available?
The payment methods displayed at checkout. All prices include statutory value added tax.
Can I change or cancel my order?
Within 12 hours of ordering, provided that production has not yet started. Write to us as soon as possible at admin@welcomna.com and provide your order number. After that, your item is already in production and can no longer be changed.
I haven't received a confirmation email.
Please check your spam folder first. If there is nothing there, write to us – there may have been a typo in the email address.
Personalization
What kind of photo is suitable?
A sharp, well-lit photo in which your pet's face is clearly visible. Find out more on the Design Process page.
Can I have two pets featured?
Yes, provided that the product offers this option. You select it directly on the product page.
Can I see the design before purchasing?
You will see a preview directly on the product page. The final embroidery or print proof is created by our design team after your order. If anything is unclear about your proof, we will contact you beforehand.
Shipping
How long does it take?
Processing takes 1–3 business days, shipping to Germany takes 8–12 business days. Details can be found on the Shipping & Delivery page.
Where is my order?
See Track Order.
Returns
Can I return personalized items?
By law, personalized items cannot be returned without reason. In the event of damage, incorrect delivery, or production defects, you will, of course, receive a replacement or a refund – see Returns & Exchanges.