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Delivery & Returns

All you need to know about our delivery service

Our carrier will deliver your parcel between 7am and 5.30pm. Unfortunately we are unable to offer you a more specific delivery time. We do not deliver on bank holidays. In this instance you should expect your delivery the following working day. A signature may be required on receipt of your parcel. If you are not around to accept your parcel, the carrier may leave it in a safe place at your request (i.e. hidden from sight and protected from the rain) if they think it is safe to do so. A calling card will be posted through your door to let you know this has been done. If the parcel can’t be left in a safe place, the carrier will take it back to the local depot, and leave you a card telling you how you can arrange a re-delivery.

Please note all made to order or bespoke orders take between 12-15 working days to be completed.

All orders on tail-or-made.com are shipped via Royal Mail and do not come with a tracking service unless selected otherwise. Should a customer desire a tracking service for an order, this option is available on the checkout page. This is to ensure the lowest possible costs to the customer. All orders shipped within the UK are sent via Second Class and all International orders are shipped via Standard Mail.

First Class, Tracked and Courier options are available on the checkout page.

UK orders and International orders over 2kg are shipped via DHL and Tracking Number will be provided via e-mail.

 

Change or Cancel Orders

Unfortunately in most cases we are unable to make changes to your order once it has been placed. However if you email us within 30 minutes of placing the order (GMT 9am to 4:30PM) we will do our best to have it cancelled before processing. If you would like to add products to your order, please place a separate order for these items. We do not offer exchanges; if you would like to try a different size or style please return your unwanted items for a refund and place a new order online, which will be processed in the usual time frame.

Missing, Incomplete or Damaged Orders

If your parcel does not arrive within the expected time frame, please notify us as soon as possible; within 15 working days for the UK, and within 20 working days for international deliveries. Failure to do so affects our ability to trace the parcel and issue any refund/ replacement due. If you have received an incorrect garment you will need to return it before we can dispatch the correct one. If your garment presents a fault, please contact us at info@tail-or-made.com and we will advise you on the procedure to follow.

Refund Policy

We offer our online customers a full refund for unworn items, returned within 15 working days of delivery in their original packaging with all tags and labels attached and intact.

    Exceptions

  • In the interests of hygiene we cannot accept returns of lingerie, hosiery or cosmetics.
  • When trying on your items, please avoid makeup and lotions coming into contact with them.
  • Swimwear must be tried on over your own underwear, and is not returnable if the hygienic protection film has been removed or damaged.

Any items returned to us that are in the exceptions list will be destroyed and no refund processed, we are unable to return restricted items. Refunds will be issued within 10 working days of our receiving the goods back at our warehouse and accepting that they are in a resalable condition.

Returns Procedure

To return items to Tail-or-Made for a full refund please request a return via info@tail-or-made.com. We offer free returns to customers that had items delivered to a UK address. If you are entitled to free returns a pre-paid shipping label will be provided. When returning your parcel, please make sure to obtain proof of postage (with tracking information) as we cannot accept liability for loss or damage in transit. The parcel is your responsibility until it reaches our warehouse.