FAQ

Frequently Asked Questions

General Questions

What is PawNora?

PawNora is an online store operated by MH Star UK Ltd, offering a selection of products to customers across the United Kingdom.

Where is PawNora based?

PawNora is operated by MH Star UK Ltd.

Business Address:
42-44 Hoe Lane
Ware SG12 9NZ
United Kingdom

Ordering

How can I place an order?

Simply browse our products, add the items you want to your shopping cart, and proceed to checkout. Follow the instructions provided to complete your order.

What payment methods do you accept?

We accept major payment methods including:

  • Visa

  • MasterCard

  • Maestro

  • American Express

  • Discover

  • UnionPay

  • Google Pay

  • Apple Pay

  • Shop Pay

  • PayPal

All orders are subject to successful payment authorization before processing.

Can I change or cancel my order?

If you need to change or cancel an order, please contact us as soon as possible at samirsoulsa@gmail.com. We will do our best to assist you, although changes or cancellations may not be possible once an order has been processed or dispatched.

Delivery

Do you offer free delivery?

Yes. We offer free standard delivery on eligible orders to Mainland UK and Channel Island addresses, excluding the Scottish Highlands & Lowlands, Isle of Man and Isle of Wight.

How long does delivery take?

Orders are generally dispatched within 24 hours, Monday to Friday, excluding weekends and Bank Holidays.

  • UK Mainland: approximately 1–2 working days

  • Warehouse shipments outside UK Mainland: approximately 5–7 days

Please check the individual product listing for any specific delivery information.

How can I track my order?

Once your order has been dispatched, we will send tracking information by email where tracking is available. The courier may also contact you using the telephone number provided with your order.

Do you deliver to Guernsey and Jersey?

Due to Brexit trade rules and customs regulations, we are currently unable to send some products to Guernsey (GY) and Jersey (JE).

Please contact our customer service team before placing an order if you are unsure whether a particular product can be delivered to your address.

Do you deliver to the Republic of Ireland?

Delivery availability may vary depending on the product. Please contact our customer service team before ordering if you require delivery to the Republic of Ireland.

Orders & Support

What happens if my order is delayed?

Although we aim to process and dispatch orders promptly, unforeseen circumstances may occasionally cause delays. If there is a significant delay, we will endeavour to keep you informed.

What should I do if my package is lost?

If you believe your package has been lost or has not arrived within the expected delivery period, please contact us. We will check the delivery status and, where appropriate, investigate the issue with the courier and help resolve it.

What if I receive a damaged or incorrect item?

Please contact us as soon as possible at samirsoulsa@gmail.com with your order details and, where appropriate, photographs of the item received. We will review the issue and assist you with the next steps.

Can I return an item?

Our returns are subject to our Refund Policy. Please review the policy for information about return eligibility, time limits, and the returns procedure.

Contact Us

How can I contact PawNora?

Our customer service team can be contacted using the details below:

PawNora
MH Star UK Ltd
Phone: +44 7308371482
Email: samirsoulsa@gmail.com
Address: 42-44 Hoe Lane, Ware SG12 9NZ, United Kingdom

Customer Service Hours: Monday to Friday, 9:00–17:00

We aim to respond to customer enquiries as quickly as possible during our business hours.