HOW DO I PLACE AN ORDER?
Please go to the STORE tab, pay a £10 deposit and choose your return postage option. You can also use the CONTACT page with any queries or specific requirements you may have. Alternatively please email us at firstname.lastname@example.org if you are experiencing any difficulties.
HOW LONG WILL MY HORSE HAIR JEWELLERY LAST?
Horse hair is extremely strong and durable. If it is looked after properly, it should last many years. Tails Of The Unexpected take special care in handling, preparing and braiding your horse hair. We try and choose the strongest and healthiest strands of hair, but some hair may be brittle and if this is the case we will let you know before completing your order.
In order to ensure your order lasts as long as possible please do not wear...
Some tarnishing may occur on the Sterling Silver pieces over time, unfortunately this can not be prevented. Please use only a silver polish cloth (which can be purchased either online or separately from us with your order).
HOW LONG WILL MY ORDER TAKE TO MAKE?
We have a 3 to 6 week turn around. If you require your order by a specific date please let us know at the point of order and we can let you know if this is possible. If for any reason you require your item quickly, this can be fulfilled for an additional charge of £25 using our Fast Track Service (See Terms and Conditions)
WHEN CAN I PLACE AN ORDER FOR CHRISTMAS?
Christmas orders can be placed at any time and the earlier the better. The last date that an order can be placed for Christmas is 25th November, this allows for any potential postage delays and ensures that your order is completed and delivered in time for Christmas. In order to ensure that your order is completed and returned to you by Christmas we will require the hair to reach us no later than 28th November and that you pay for special delivery.
DO I HAVE TO WASH THE HORSE HAIR?
You do not have to wash your horse hair but we ask that it is sent in a reasonable condition without any faeces. We will wash your horse hair at no additional cost.
HOW DO I KNOW YOU HAVE RECEIVED MY HAIR?
Tails Of The Unexpected will contact you via text or email when your hair has been received. We try hard to ensure that this is done on the same day, but due to work commitments we may not contact you for 48 hours.
WHAT HAPPENS TO ANY UNUSED HAIR?
We will return any unused hair when we post out your order. Some people have asked us to keep hold of their hair so they can order additional pieces at a later date, if this is the case please let us know before we post out your completed order.
IS MY DEPOSIT REFUNDABLE?
Unfortunately once an order has been placed, your deposit is non refundable.
CAN I MAKE CHANGES TO MY ORDER?
Changes can be made up to the point where we contact you to let you know that we have received your horse hair. If you wish to make changes, please contact us as soon as possible.
CAN I USE MY OWN CHARMS OR PENDANTS?
Yes you can send in your own charms or pendants and we will be very happy to incorporate this into your order where possible.
HOW DO I PAY FOR MY ORDER?
Tails Of The Unexpected is different to most other services you find online. We do not ask for the full payment upfront. Initially we only ask for a £10 deposit. Once your order has been made, we will then send you a photograph of your completed order. If you are happy with your order the remaining balance will need to be paid before you order is posted out to you.
WHAT IF I AM NOT HAPPY WITH MY COMPLETED ORDER?
In the unlikely event that you are not happy with your completed order, please let us know before it is sent out to you. Tails Of The Unexpected want you to be happy with your order and we will work hard to ensure your piece of jewellery is everything that you want it to be. If you are still not happy with your order and an agreement can not be reached, you will not be required to pay for your item. Unfortunately no refunds can be issued once your order has been posted (see terms and conditions), but we would be happy to discuss any issues you may have with your order.
WHAT IF I ONLY HAVE A SMALL PIECE OF HORSE HAIR?
We have a number of different designs for people who only have a small section of hair. Please contact us to discuss your requirements and the amount of hair you have so that we can discuss this in more detail and recommend suitable designs. We offer a bespoke service and try our best to ensure that everyone can feel close to their horse.
CAN I BRING MY HORSE HAIR TO ONE OF YOUR SHOWS?
Yes you can bring your horse hair to one of the shows advertised on the news and events page. You can meet us in person, see the designs and test our products.
Gift vouchers are valid for a period of 24 months from the date of purchase. The voucher can only be used once and must be returned with your horse hair when an order is made. Tails Of The Unexpected are unable to replace a gift voucher if it is lost, stolen or destroyed. Gift vouchers can be used to purchase merchandise and/or put towards postage costs. Any remaining credit will be returned to you on a new gift voucher with your completed order. Gift vouchers however can not be exchanged for cash.
Tails Of The Unexpected can not be held responsible for any items that may be stolen, lost or damaged in transit. For peace of mind we strongly advise that your horse hair is packaged correctly, securely and you use registered post with a tracking number.
Completed jewellery will be returned using Royal Mail and the service you have selected. We recommend you use registered post as this will assist in tracking your order and your item is insured to a value of £500.
CHANGES TO YOUR ORDER
Changes can be made up to the point where we contact you to let you know that we have received your horse hair. If you wish to make changes at this point, please contact us as soon as possible. Any changes made after we have notified you that we have received your hair may incur an additional cost due to materials and labour but these will be discussed with you before any amendments are made.
Should you provide an incorrect bracelet or necklace length and find it is too big, it can be shortened but this will incur an additional cost due to the fact that the end caps/clasp will need to be cut off and can not be re-used. New ones will need to be fitted and depending on which item you have ordered this could be quite pricey as prices start from £15 for the sterling silver ones and go up to £20 for the square clasp.
Tails Of The Unexpected jewellery is all custom made using your own horse hair. We are therefore unable to accept returns or refunds once the item has been posted out to you. You will however be provided with a photograph of your completed item before full payment is requested. If at this point you wish to make any amendments or adjustments, additional charges will be incurred due to labour and materials costs. Unfortunately in some instances changes may not be possible due to clasps already being fitted or there being insufficient horse hair.
If you opt to cancel your order, no refunds will be provided, your completed item will not be posted out to you but we will return your unused horse hair via second class post. If you would like this to be returned by first class or recorded delivery you will be required to pay for this service in full and in advance.
We have a very strict quality control process in place and every item is tested before being sent out. In the unlikely event that your item is faulty, please contact us immediately and we would be happy to repair this fault for you. Tails Of The Unexpected will not repair an item which has become faulty due to general wear and tear or incorrect care. Horse hair is very delicate and your piece of jewellery must be cared for to ensure that you can enjoy it year after year.
Fast Track Service
A Fast Track Service is available for an additional £25 plus £10 per additional item. A Maximum of 3 additional items may be added but this does not include any of the Jigsaw Clasps due to amount of work involved. Fast Track Service for Jigsaw Clasps costs £35 each and can NOT be included as an additional item.
Out Fast Track Service commences when we receive your horse hair and you will be emailed a photograph of your completed order no later than midnight on the 7th working day and 10-12 working days for larger or multiple orders (not including jigsaw clasps). Jigsaw clasps will have a 2 week turn around instead of the standard 4-6 weeks.
At the time of placing your order you MUST email or message notifying us of your order requirements and any engraving you may require. If this is not done, your order will not be completed within the specified time frame.
Once your order is complete and the outstanding balance has been paid, your order will be posted out the following working day. We strongly recommend using the special delivery return postage option as this guarantees next working day delivery.
Fast Track Service only applies to your order being completed within the time frames specified and we take no responsibility for delayed payments, banking errors, payment clearance, loss of internet, emails going in spam folders and/or any postal delays. You must therefore check your inbox/spam regularly and add our email address to your list of contacts
We will not pass your personal details to any third parties.
10% Loyalty card for returning customers *
20% off your next purchase if you refer a friend who makes a purchase and a 20% discount for your friend**
* Only one discount can be used per transaction
** To refer a friend please use the contact us page and clearly state the details of the friend you are referring. If a purchase is made within 3 months, you will both receive the discount.