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.