Thank you for choosing Trophy Tails below you will find all terms and conditions that constitute our Shipping Policy.


Shipping Policy

Domestic Shipping Policy

Shipment processing time

All orders are handmade to order to your requirements, we advise 10-14 working days for dispatch. 

Orders are not shipped or delivered on weekends or holidays.

If we are experiencing a high volume of orders, shipments may be delayed. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone.

Shipping charges for your order will be calculated and displayed at checkout.

Delivery delays can occasionally occur.  We're unable to offer immediate replacements until the courier service used has investigated the parcels whereabouts and declared it lost/damaged. This is due to lost parcels having been replaced and the original parcel showing up shortly after & customers not returning additional items!

Our set shipping fee calculated at the checkout is to standard UK postcodes. 

We regularly ship worldwide via separate negotiation, please email us for a shipping quote. 


Shipment confirmation & Order tracking

You will receive a Shipment Confirmation email once your order has been shipped containing your tracking number(s). The tracking number will be active within 24 hours. Tracking information may be found on your PayPal transaction. 



Customs, Duties and Taxes

Trophy Tails​ is not responsible for any customs tariffs and taxes imposed during or after shipping they are the customers responsibility.

Damages

Trophy Tails​ is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim.

Please save all packaging materials and damaged goods before filing a claim  (a photograph of the damaged goods is requires).
Please note we're unable to offer immediate replacements until the courier service used has investigated the parcels whereabouts and declared it lost/damaged. This is due to lost parcels having been replaced and the original parcel showing up shortly after & customers not returning additional items!


International Shipping Policy
Please contact us for specific postal quotes based on the weight/size of the items you'd like to order, for more information visit our international orders page. 



Returns/Exchanges
Our policy lasts 14 days from receipt of purchase/despatch (latter of the two).  After 14 days unfortunately we can’t offer you a refund or exchange.

To be eligible for a return or exchange, your item must be unused and in the same condition that you received it and in the original packaging. 

We can not accept returns on soiled/damaged/wet items in accordance with the Health and Safety Act 1972.

We are not responsible for any damage caused to/by products.


You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable including cancellations. If you receive a refund, the cost of shipping will be deducted from your refund*. We advise you send items recorded or tracked and insured for the value in case they're lost in the post.

*Returned/Refunds for Paypal transactions - will NOT include shipping or paypal fees. 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary. We will doo our best to keep you updated on this.

If you are shipping an item you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item nor do we accept responsibility for damaged goods. 

You are responsible for covering shipping costs for exchanged items. 

Several types of goods are exempt from being returned if you are unsure whether the product you're interested in qualifies please contact us before placing your order.


Additional non-returnable items:

  • Gift cards
  • Grooming Products/Soaps/Oils
  • Damaged/soiled products
  • Made to measure items
  • Custom order items - including customers choice of colour(s)
  • Sale/discount goods - including orders placed using discount codes. 
  • Any items made to order/to your personal specification


To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted.
Items returned without extras such as gifts included in order will not be accepted. This includes all seasonal hampers.  


Refunds
Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment as soon as possible. 
Refunds will be minus shipping & PayPal fees. 
Cancellations accepted with prior agreement (made within 24 hours of placing the order ad notified via email) will be refunded minus shipping cost and incur 10% fee. PayPal fees are non-refundable. 

Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, paypal and bank, it may take some time for your refund to be processed.
If you’ve done all of this and you still have not received your refund, please contact us at hannah@trophytails.co.uk.

Sale/Discount items
Only regular priced items may be refunded, unfortunately sale items and offers cannot be refunded including items purchased using discount codes. 

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift voucher will be emailed to you.


If you're unsure on any of our terms/conditions please contact us, we'll advise. 

International Orders Welcome

Please order via email hannah@trophytails.co.uk

How it works:

You will receive an invoice via PayPal for goods/services.

You do not need a PayPal account to order, you can use your all major cards via PayPal.

Please include in your email what you'd like to order and your address, this will give us a good idea of size/weight of the parcel to run a shipping quote with out courier.

ALL shipping is tracked, insured to full value and recorded delivery.

Please note: some email servers send our emails to your junk mail box, if you're waiting to hear from us we could be such in your spam folder!