FAQ

šŸŒ¾ AureoPetsā„¢ ā€“ Frequently Asked Questions (FAQ)

Welcome to our Help Center! We have gathered the most common questions from our global community of pet lovers to help you find answers instantly. If your question isn't answered here, please feel free to whisper to our team at support@aureopets.shop.

šŸŖµ About Our Handcrafted Products

Are your products really 100% handmade?

Yes, absolutely! There are no mass assembly lines or robotic molds in our workshop. Each cradle, cave, and lounge basket is individually sculpted by the hands of our skilled artisans in Poland. It takes days of patience, immense finger endurance, and precise geometric weaving to bring each design to life.

I noticed some minor splits, uneven colors, and tiny broken twigs in the weave. Is this a defect?

Not at all! Because we use raw, natural botanical willow and Indonesian rattan, these minor variations are completely natural and unavoidable. They are the beautiful "birthmarks" left by the artisan's handsā€”the unique badges of authenticity that give each piece its individual soul and rustic charm. They do not affect the structural safety, strength, or durability of the bed in any way.

Is the natural wild willow safe for my pets?

It is incredibly safe and healthy! We use premium, organic willow that is thoroughly treated using eco-friendly methods to resist moisture and wear without the use of harsh chemical dyes. In fact, wild willow possesses a subtle, earthy woody aroma that mimics a natural forest habitat, which instinctively helps soothe pet anxiety and creates a powerful sense of security.

šŸ± Sizing & Pet Comfort

Are your beds suitable for very large cat breeds or small dogs?

Yes, we specifically designed our collection to rescue majestic, larger-than-life pets from tight, restrictive furniture!

  • Our Large Wicker Cat Head Cave features a spacious interior and a 29cm wide entrance, perfect for large breeds like Maine Coons, Ragdolls, British Shorthairs, or multiple kittens.

  • Our Vintage Wicker Oval Bed ($59\text{ cm}$ length) easily accommodates large cats up to $25\text{ lbs}$ ($11\text{ kg}$) and small-to-medium dog breeds like Corgis, French Bulldogs, and Pugs.

Do the beds include cushions or pillows?

Please check the individual product descriptions carefully. Some of our pieces (like the Flat Basket Cradles) may come with matching soft cushions, while others (like the Large Cat Head Cave or the 2-Tier House) are sold as pure handwoven structures. This allows you to either purchase our matching luxury cushions or layer the bed with your pet's own favorite fleece blankets!

šŸšš Shipping & Delivery

Where do you ship from and how long does it take?

We ship directly from our artisan workshop in Poland. Because we know you are excited to surprise your pet, we offer lightning-fast preparation:

  • Artisan Processing Time: Your order will be meticulously finished, quality-checked, and packed within 1 to 3 business days.

  • Delivery Times:

    • Poland: 1ā€“2 business days via local couriers (InPost Lockers, DPD, DHL).

    • European Union (EU): 3ā€“7 business days via Standard Shipping (Express options of 1ā€“3 business days are available at checkout).

    • Ukraine: 5ā€“12 business days (depending on border customs processing).

Will I be able to track my package?

Yes, of course! The exact moment your package is handed over to the courier, an automated email containing a real-time tracking link will be sent to your inbox. You can watch your pet's new sanctuary travel every step of the way.

Do I have to pay customs duties or taxes?

  • Inside the EU: No hidden fees, no customs duties. The price you see at checkout includes all applicable VAT within the EU framework.

  • Ukraine: Because Ukraine is outside the EU customs union, your package may occasionally be subject to local import tariffs or customs fees determined by your government upon arrival. These fees are the responsibility of the pet parent.

šŸ’– Returns, Refunds & Care

What is your return policy if my pet doesn't like the bed?

We want you and your fur baby to be completely happy! In compliance with EU consumer laws, we offer a 14-day "Peace of Mind" Return Policy. You have 14 days from the delivery date to return the item. To be eligible, the bed must be completely unused, free of pet hair/scratches/odors, and packed securely in its original packaging. Please email us at support@aureopets.shop to start a return. (As a small artisan shop, return shipping costs are covered by the customer).

What should I do if the package arrives damaged?

Please don't worry! While we pack our baskets with extreme care, couriers can sometimes be rough. If your bed arrives damaged, take a quick photo of the broken box and the product, and email it to support@aureopets.shop immediately. We will rush a brand-new replacement to you or issue a full refundā€”completely on us.

How do I clean and maintain the wicker pet bed?

Wicker is incredibly low-maintenance! For daily cleaning, simply vacuum the gaps with a brush attachment or wipe it gently with a dry or slightly damp microfiber cloth to remove dust and pet hair. Keep the bed indoors and avoid soaking it completely in water to preserve the organic integrity of the willow branches for years to come.