Frequently asked questions
What are the return, exchange & refund policies?

Before starting a refund or return, please reach out to us at info@tailtales.com so that we can provide assistance and process the order as needed.

How to Initiate a Refund, Return or Exchange:

To ensure a better experience, please adhere to the following guidelines:

  • Refunds: If your item is damaged/faulty upon delivery, please notify us within 5 business days with a photo and/or video of the damaged product(s) along with a description of the damages/fault and we will be happy to offer a refund if we deem it has not been tampered with. We do not accept returns on damaged/faulty products.

  • Returns: If for any reason you or your pups aren't 100% satisfied with the product(s), we are happy to accept return requests within 14 days of delivery; Please notify us with a photo and/or video of the item(s) and if they meet our elegibility criteria we will be happy to offer a refund upon arrival of the returned product. To be eligible for a return, the product must be in its original, clean and unused condition, including all original packaging and tags. We recommend trying products on your pet indoors and ensuring they are clean and dry beforehand.

* Please note that products purchased from the sales section are non-refundable.

  • Exchanges: We do not offer conventional exchanges. Please feel free to return any unwanted products within 14 days and make a separate purchase for the new item(s). Please refer to the returns policy on how to make a return.


Once we’ve received your item(s) back at our office, a refund will be processed (we aim to do this within 10 working days of being received). Unless an item is deemed faulty/damaged (we must be notified of this within 5 business days), original postage costs will not be refunded. £4.99 will be deducted from your refund to cover the initial delivery fee. If there are any issues with your return, our customer service team will reach out to discuss the next steps.

Return Shipping & Logistics

Return shipping costs are the responsibility of the customer. You may ship the item(s) back to our office using your preferred courier.

We'll process a full refund once we confirm the returned product has been received and is in good condition.

We suggest using a tracked shipping method. Please retain your proof of postage as a safeguard, as we cannot be held liable for any return packages lost in the mail.
How do I ensure the correct size for my dog?

Selecting the correct size is vital for your dog’s mobility. We recommend measuring your dog’s neck and chest circumference, and back length before placing an order. We have integrated exclusive size guides for each product to help you measure with confidence. You can find them in both the product image and description sections.

  • If your pet is between sizes, please choose the larger one.
Can I change items or my shipping address on an existing order?

To update your items or delivery address, please reach out to our team at your earliest convenience. You may also create a new, updated order and cancel your current one. Once an order is processed for delivery, the details are finalised and can no longer be amended.
Who will deliver my items and when will I get my order within the UK?

We currently only sell and ship to the United Kingdom.

We partner with Evri to deliver your orders. We may also use other couriers like DHL/DPD as a backup. Once your order has shipped, you will receive an email with further delivery, tracking and return/refund information. Delivery times vary depending on your location:

  • Order Processing: 1–3 business days (quality checks & packing).
  • Standard Shipping: 7 – 15 business days.
  • Total Delivery Window: Most customers receive their TailTales goodies within 2-3 weeks.
  • Please Note: Delivery times are provided as a guide by the courier. While we understand that delays can be frustrating, we cannot assume responsibility for external courier delays.
  • Returned to Sender: If an order is returned to our facility due to failed delivery or non-collection, the refund will be processed minus the shipping fee. This includes orders originally eligible for free shipping, where a £4.99 deduction will apply.

For more details, please visit our dedicated Shipping and Tracking page.
How much does shipping cost?

Shipping is calculated based on your order value. We provide standard shipping service for £4.99, and free shipping for orders over £35.
Are TailTales products suitable for both dogs and cats?

While our current clothing product ranges reflect a primary focus on canines, most of our pet beds are perfectly suitable for feline friends. We recommend reviewing the specific measurements on each product page to ensure a safe and comfortable fit for your pet.

We remain committed to the continuous expansion of our pet accessory collections, with a focus on our apparel and bedding ranges to accommodate a broader spectrum of breeds for both dogs and cats. ensuring that pets of all sizes can experience the comfort and style of our designs. We look forward to introducing new sizes and styles to suit every pet’s unique needs.