SHIPPING & RETURNS
SHIPPING POLICY
At Bow and Tails, we strive to provide a seamless delivery experience for all our customers. This policy outlines our shipping methods, costs, and timeframes to ensure you know what to expect when shopping with us. By placing an order, you agree to the terms described below.
1. Processing Time
- All orders are processed within 1-3 business days (Monday to Friday, excluding public holidays).
- Orders placed after 2:00 PM GMT or on weekends will be processed on the next business day.
- For personalised or custom items, additional processing time may be required. Details will be provided during checkout.
2. Delivery Methods and Times
All our orders are dispatched with Royal Mail service. For full trackable delivery, please order with Express Delivery.
- Standard Delivery (UK Mainland):
- Estimated delivery time: 3-5 business days.
- Estimated delivery time and costs will be calculated at checkout.
- Express Delivery (UK Mainland):
- Estimated delivery time: 1-2 business days.
- Estimated delivery time and costs will be calculated at checkout.
- International Delivery:
- Available for selected countries. Estimated delivery time and costs will be calculated at checkout.
- Customs duties and taxes (if applicable) are the responsibility of the customer.
Please note: Delivery times are estimates and may vary due to external factors such as courier delays or adverse weather conditions.
3. Shipping Costs
- Shipping costs are calculated based on the weight, dimensions, and destination of the order.
- Any promotional offers or discounts related to shipping will be clearly stated on our website.
4. Tracking Your Order
- Once your order has been dispatched, you will receive a confirmation email with a tracking number and instructions on how to track your shipment. (if applicable)
- If you do not receive tracking details within 3 business days, please contact us at bowandtails@gmail.com.
5. Failed Deliveries and Redelivery
- If a delivery attempt fails due to incorrect address details provided by the customer or because no one is available to receive the package, additional redelivery charges may apply.
- Please ensure that your shipping address is accurate and complete when placing your order.
6. Lost or Damaged Items
- In the unlikely event that your order is lost or arrives damaged, please notify us within 7 days of receiving your delivery. Contact us at bowandtails@gmail.com with your order number and details of the issue.
- We will investigate the matter and provide a resolution, which may include a replacement or refund.
7. Restrictions
- We do not deliver to P.O. Boxes or military addresses.
- Some products may have delivery restrictions due to size, weight, or regulations. These restrictions will be clearly mentioned on the product page.
8. Changes to Orders
- If you need to modify your shipping details after placing an order, please contact us immediately at bowandtails@gmail.com. Changes can only be made before the order is dispatched.
9. Contact Us
If you have any questions or concerns about our Delivery and Shipping Policy, please contact us: Email: bowandtails@gmail.com
Thank you for shopping with Bow and Tails. We appreciate your trust and are committed to delivering a delightful shopping experience.
Return and Refund Policy
At Bow and Tails, we want you to be completely satisfied with your purchase. If you are not happy with your order, we are here to help. Please read our return and refund policy carefully.
1. Returns
- You may return items within 14 days of receiving your order.
- To be eligible for a return, the item must be unused, in its original packaging, and in the same condition that you received it.
- Customised or personalised items cannot be returned unless they arrive damaged or defective.
- Customers are responsible for return shipping costs unless the item is faulty or incorrect.
How to Initiate a Return:
1. Email us at bowandtails@gmail.com with your order number and reason for return.
2. We will provide you with return instructions and the return address.
3. Once we receive and inspect the item, we will process your refund or exchange.
2. Refunds
- Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
- If approved, refunds will be processed to your original payment method within 5-7 business days**.
- Shipping costs are non-refundable unless the return is due to an error on our part (e.g., incorrect or defective item).
3. Exchanges
- If you need to exchange an item for a different size or colour, please email us at bowandtails@gmail.com.
- Exchanges are subject to stock availability.
- Customers are responsible for any price difference and additional shipping costs.
4. Damaged or Incorrect Items
- If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery.
- Email bowandtails@gmail.com with your order number and photos of the issue.
- We will arrange for a replacement or refund at no additional cost to you.
5. Non-Returnable Items
The following items cannot be returned:
- Personalised or custom-made products
- Used or damaged items (unless they arrived in that condition)
- Sale or clearance items (unless defective)
6. Contact Us
If you have any questions about our Return and Refund Policy, please contact us at:
Email: bowandtails@gmail.com
We’re happy to assist you!