Questions You May Have


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 info@tails-oftheunexpected.co.uk 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...

  • Near any abrasive material
  • Whilst working with chemicals, cleaners including bleach, acetone (nail polish) etc
  • Whilst swimming or bathing etc
  • Around anything that may catch or snag

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 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.