Tailooo — Returns & Refunds
We want every Tailooo purchase to feel right. If something isn't — we'll make it right. Here's everything you need to know about changing, returning, or refunding an order.
01
Order Changes & Cancellations
UNPROCESSED ORDERS
If your order hasn't entered processing yet, you may request a change or cancellation. Contact us at support@tailooo.com before 11:59 PM EST on the day of purchase.
After this deadline, orders are automatically processed and cannot be changed or cancelled.
SHIPPED ORDERS
Once an order has been packed or shipped, it cannot be cancelled. If you need assistance, please reach out to our support team — we'll do our best to help.
02
Eligible Returns & Refunds
DAMAGED OR DEFECTIVE ITEMS — Contact within 2 days of delivery
If your item arrives damaged or defective, contact us within 2 days of delivery and provide photos or a short video. Upon confirmation, we will send a replacement at no additional cost.
NOT SATISFIED WITH THE ITEM — Return within 31 days of receiving
You may return any item within 31 days of receiving it. Items must be unused, in original packaging, and suitable for resale (excluding pet apparel). A full refund will be issued after we receive and inspect the returned item.
WRONG SIZE / COLOR / STYLE SENT — Our error, fully covered
If the size, color, or style received doesn't match your order due to our error, we will accept a return or send a replacement — your choice.
LOST PACKAGES — No arrival within 60 days of shipment
If your order has not arrived within 60 days of shipment, you are eligible for a full refund. Some items may arrive in separate packages.
03
Non-Returnable Items
The following items cannot be returned under any circumstances:
- Pet apparel (for hygiene reasons)
- Items that have been opened or show obvious signs of use
- Items that don't fit due to customer measurement errors
- Customised or personalised items
04
Return Process
Step 1 — Check Return Eligibility
Ensure your item is within the 31-day return window and remains unused, in original packaging, and in its original condition.
Step 2 — Contact Customer Support
Email us at support@tailooo.com within 14 days of delivery to request a return authorisation.
Step 3 — Receive the Return Address
Our support team will provide the designated return address and instructions. Do not return items to the manufacturer, as this may delay processing.
Step 4 — Ship the Item Back
Pack the item securely and ship it to the provided address. Return shipping costs are the responsibility of the customer.
Step 5 — Inspection & Refund
After we receive and inspect the returned item, we will process your refund. Refunds will be issued to your original method of payment.
05
Contact Us
If you have any questions about our return or refund policy, we're here to help.
Email: support@tailooo.com
Location: London, UK