Ordering & payment
Which payment methods work, when the money leaves your account, and what to do when something goes wrong at checkout.
Payment methods
All of these appear at checkout. Which ones you see depends on your country — Bancontact shows up for Belgian customers, iDEAL for Dutch ones.
| Method | Good to know |
|---|---|
| Bancontact | The standard for Belgium. Pay through your own banking app. |
| iDEAL | The standard for the Netherlands. Same idea: your own bank, your own app. |
| Visa, Mastercard, Maestro | Debit and credit both work. Your bank may ask you to confirm in its app. |
| PayPal | Pay with your PayPal balance or a linked card, without entering card details here. |
| Apple Pay | On iPhone, iPad and Mac. Face ID or Touch ID and you are done. |
| Shop Pay | Saves your details for next time. Checkout in one tap on any Shopify store. |
| Klarna | Pay in 3 interest-free instalments, or pay within 30 days after delivery. Klarna decides which options you get and handles the payment schedule itself. |
Every price on this site is in euro and includes VAT. Shipping is free above €20 in Belgium and the Netherlands; other rates are on the shipping page.
What happens when you order
You pay in Shopify's checkout
Not on our own server. Your card details go straight to the payment provider — SmartPaw never sees or stores them.
The amount is taken right away
Except with Klarna, where Klarna pays us and invoices you separately.
Confirmation email within a minute
With your order number. Keep it — it is the one thing we need for any question about your order.
No email after ten minutes?
Check your spam folder first, then check the address you typed. If it is genuinely missing, no order was created and nothing was charged. Message us and we will confirm.
Changing or cancelling an order
You can change anything — address, products, quantity — as long as the parcel has not left. After that it becomes a return, which is free but slower.
Be quick about it
Orders placed before 16:00 on a working day are packed and handed over the same day. That gives you a few hours, not a few days. Email info@smartpaw.be with your order number and what needs to change, and we will hold the parcel.
Wrong address
Message us straight away. If it has already gone, most carriers let you redirect the parcel yourself through the tracking page.
Wrong product or size
Before dispatch we simply swap it. After dispatch, send it back through the return portal — return shipping is on us.
You want to add something
Easier as a second order. Combining orders after the fact usually costs more time than it saves.
You want to cancel entirely
Before dispatch we cancel and refund in full. After dispatch, refuse the parcel or return it — the refund follows once it reaches us.
Discount codes
Enter your code in the discount field at checkout. The total updates immediately, so you can see exactly which discount was applied and what it took off before you pay.
- Codes are case-sensitive. Copy and paste rather than retyping.
- Most codes have an end date or a minimum order value — both are stated wherever you received the code.
- If the total does not change, the code was not applied. Do not pay and hope: message us first.
- We cannot add a discount after the order is placed, but we can look at it if something clearly went wrong.
Invoices and VAT
Getting an invoice
Your confirmation email is your proof of purchase and is enough for a return or a warranty claim. Need a proper invoice for your accounting? Email us with your order number and we will send it within one working day.
If you are ordering for a business, add your VAT number in that message so it appears on the invoice.
What is on it
- All prices on this site include Belgian VAT.
- Shipping costs, where they apply, are shown separately at checkout.
- There are no handling fees, service charges or payment surcharges. What the checkout shows is what you pay.
Questions about ordering and paying
When is the money taken from my account?
Immediately, when you confirm the order. Card, Bancontact, iDEAL and PayPal all settle at that moment. With Klarna nothing leaves your account at checkout — Klarna pays us and invoices you afterwards.
Can I still change or cancel my order?
Yes, as long as it has not shipped. Email us with your order number and we will hold it. Do it quickly though: orders placed before 16:00 on a working day leave the same day.
Once the parcel is with the carrier we cannot pull it back, but you can refuse it at the door or send it back free of charge through the return portal.
I need an invoice for my accountant
Email us with your order number and, if you have one, your VAT number. We send the invoice within one working day.
My payment failed but the money is gone
That is almost always a reservation, not a charge. Banks release it by themselves, usually within a few working days. If you have no order confirmation email, no order was created — send us a screenshot and we will check it against our side.
My discount code will not apply
Codes are case-sensitive and most have an end date or a minimum order value. The checkout tells you straight away whether a code has been applied and what it took off. Still stuck? Send us the code and your order and we will sort it.
Is it safe to pay here?
Payment runs through Shopify's own checkout, which is PCI DSS compliant. Your card details never touch our systems — we see the amount, the name and the shipping address, and nothing else.
Can I pay on invoice as a business?
Not through the website. For a larger order or a shelter, message us and we will look at it case by case.
Which currency am I charged in?
Euro, always. The price you see is the price you pay — VAT included, no surprises at the end.
Talk to us
Something wrong at checkout? Send us a screenshot and your email address and we will tell you what happened.
