Frequently Asked Questions
What payment methods do you accept?
We accept the below payment options:
- Visa
- Mastercard
- American Express
- Maestro
- PayPal
Do you offer free shipping?
Yes, we offer free shipping within The United Kingdom.
How long will it take to receive my order?
- Order cutoff time: 17:00 pm (GMT) Greenwich Mean Time (London). Orders received after this time will be processed the following business day.
- Order handling time: 1 to 2 business days, fulfilled Monday to Friday. After this time, the shipment is delivered to the carrier company and is ready for transit.
- Transit time: 7 to 8 business days, delivered Monday to Friday.
When will I get paid after returning my product?
Once we receive your return and approved the return, you will get the refund within 14 days on your original payment method.
How can I track my order?
We will e-mail you a tracking code. You can track your order using our Track Your Order page.
Do you ship internationally?
No, we only ship our products to The United Kingdom.
Whats the time period of returns?
You can return the goods within 30 days of receiving them.
What should I do if I receive a damaged shipment?
We apologize for any inconvenience caused. Please provide clear photos of the issue, and we will cover return shipping costs and replace the item at no charge. Contact us to arrange your replacement.
What If I Want to Return an Item Due to a Change of Mind?
If you wish to return an item due to a change of mind or an ordering mistake, please note that you will be responsible for the return shipping costs. We recommend reviewing your order carefully before finalizing to ensure satisfaction with your selections.
When will I get paid after returning my product?
Once we receive your return and approved the return, you will get the refund within 14 days on your original payment method.
Can I Exchange an Item?
Unfortunately, we do not accept exchanges. However, you can always return your items within 30 days and place a new order.
Can I cancel an order?
We cannot cancel an order once it has been placed. Please check your items carefully before completing your purchase.
Do you charge a restocking fee for returns?
No, we do not charge a restocking fee for returned items.
Contact information
Store Name: Tails and Joy
Office Address: Utrechtseweg 341, Amersfoort, Utrecht, 3818 EL, The Netherlands
Phone Number: +31616678075
Email: info@tailsandjoy.com
Customer service hours:
Monday to Sunday: 9:00 am to 5:00 pm
(GMT) Greenwich Mean Time (London)
We aim reply to your e-mail within 1 day.