All our products are lovingly handmade to order in your chosen colors and sizes. Please allow 6-8 weeks for dispatch, as each item is meticulously crafted. While we aim to meet this timeframe, busier periods may cause slight delays.
Need your order sooner? Contact us to discuss express options or if you have a specific date in mind. Please note that there may be additional charges for expedited orders.
Important: We experience high demand during show season, which may impact delivery times.
Thank you for choosing Trophy Tails! Here's a breakdown of our Shipping and Returns policies to help you understand the process.
Shipping
Processing Time:
All orders are lovingly handmade to your specifications, with a dispatch timeframe of 6-8 weeks. Please note that delays may occur, especially during busy periods.
Orders are not shipped on weekends or holidays.
Shipping Costs:
Standard UK shipping fees are calculated and displayed at checkout.
For international shipping quotes, please contact us via email.
Delivery & Tracking:
You'll receive a Shipment Confirmation email with tracking information once your order ships. Allow 24 hours for the tracking number to become active.
Customs & Duties:
Please note that you are responsible for any customs tariffs and taxes imposed during or after shipping.
Damages:
Although rare, if your order arrives damaged, please keep all packaging and contact the shipping carrier to file a claim. We can't offer immediate replacements until the courier investigates the parcel's whereabouts.
Returns & Exchanges
Eligibility:
You have 14 days from receiving your order to request a return or exchange.
The item must be unused, unworn, and in its original packaging.
We cannot accept returns on soiled/damaged items due to health and safety regulations.
Non-Returnable Items:
Gift cards
Grooming products/soaps/oils
Damaged/soiled products
Tail Bags
Made-to-measure items
Custom orders (including colour choices)
Sale/discounted items (including those purchased with discount codes)
Return Process:
To initiate a return, please contact us at hannah@trophytails.co.uk with your order details and reason for return.
We recommend using a trackable shipping service and insuring your return package.
You are responsible for return shipping costs.
Refunds:
Once your return is received and inspected, you'll be notified of the approval or rejection of your refund.
Approved refunds will be issued (minus original shipping and transaction fees) to your original payment method.
Cancellations within 24 hours of placing an order may be accepted with prior agreement via email. These will incur a 10% cancellation fee and be minus the original shipping cost. Transaction fees are non-refundable.
Late or Missing Refunds:
If you haven't received a refund after a reasonable timeframe, check your bank statement and credit card company.
If you've done all of this and still haven't received your refund, please contact us at hannah@trophytails.co.uk.
Sale Items:
Unfortunately, sale items and items purchased using discount codes are not eligible for refunds.
Gifts:
If the item was marked as a gift, you'll receive a gift credit for the return value upon its approval.
Questions?
If you have any questions regarding our Shipping and Returns policy, don't hesitate to contact us! We're happy to help.
