SHIPPING & RETURNS
SHIPPING POLICY
Processing Time
All items are handmade to order. Please allow 3–5 business days for your order to be created before it is dispatched.
UK Shipping
We currently ship across the United Kingdom using reliable and trusted services:
Royal Mail 2nd Class (Standard): 2–4 business days
Royal Mail 1st Class (Express): 1–2 business days
Evri Standard Delivery: 2–4 business days (tracked)
Evri Next Day Delivery: Available upon request
Shipping provider is selected based on speed, reliability and the nature of your parcel. If you have a preference, feel free to let us know at checkout or via email.
Shipping Costs
Shipping costs are calculated at checkout depending on your chosen delivery method.
Free shipping may be available during promotional periods or for qualifying orders.
Order Tracking
If your selected shipping method includes tracking, a tracking number will be provided by email once your order is dispatched.
Lost or Delayed Parcels
If your parcel hasn’t arrived within 7 working days after dispatch, please contact us at tailmate.uk@gmail.com. We’ll do our best to resolve the issue as quickly as possible.
RETURN & EXCHANGE POLICY
We want you to love your purchase. If you're not entirely satisfied, we're here to help.
Returns
As each item is handmade to order, we only accept returns for defective or damaged products.
To be eligible for a return:
You must contact us within 14 days of receiving your item
The item must be unused, in its original condition, and in its original packaging.
You must provide proof of purchase.
Please contact us at - tailmate.uk@gmail.com before returning any items. Unauthorised returns may not be accepted.
Non-Returnable Items
We do not accept returns for:
1. Items damaged due to misuse or normal wear and tear
2. Customised products (e.g. pet tags with name or phone number)
Refunds
Once we receive and inspect your return, we’ll notify you of the approval or rejection of your refund.
If approved:
A full or partial refund will be issued to your original payment method
Please allow 5–10 business days for the refund to appear, depending on your bank.
Exchanges
We do not offer exchanges. However, if your item is defective, we will replace or refund it.
Shipping Costs
Return shipping costs are the responsibility of the buyer unless the item is faulty or sent in error.
If you have any questions about our return or refund policy, feel free to contact us at tailmate.uk@gmail.com