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Tail&Bark.
Care · Returns & withdrawal

Fourteen days
to change your mind.

As an EU consumer you can withdraw from your purchase within 14 days of delivery, no reason needed. One honest exception: personalised pieces are made to order for your pet, so they can only be returned if faulty.

Withdrawal window14 days from delivery
Return shippingPaid by you, unless the item is faulty
RefundsWithin 14 days · original method

How returns work.

  1. Tell us — email care@tailbark.com within 14 days of delivery with your order number. A short reason helps us improve, but you don't owe us one.
  2. Send it back — within 14 days of telling us, to our Warsaw studio. Any sturdy box works; you cover the return postage unless the item is faulty.
  3. We refund — within 14 days of receiving the return (or proof of postage): the item price plus our standard outbound shipping, to your original payment method.

You may examine the piece the way you would in a shop. If it comes back with wear beyond that — chew marks, weeks of use — we may deduct the loss in value, as EU law allows.

Personalised pieces.

Any piece personalised with your pet's name is made to your specification, which makes it personalised goods under EU consumer law (Art. 16(c) of the Consumer Rights Directive) — the 14-day withdrawal right does not apply to it. Pieces you order without personalisation can be returned as normal. Please double-check the size, colour and spelling before ordering. If a personalised piece arrives damaged or faulty, that's on us: your statutory rights below cover it in full.

Faulty items.

EU law gives you a two-year statutory guarantee of conformity: if a piece is defective or doesn't work as agreed, we repair, replace or refund it — including any personalised piece. Email care@tailbark.com a photo and your order number, and we'll make it right.

Model withdrawal form.

A plain email is all we need, but EU law entitles you to use this model form (Annex I(B), Directive 2011/83/EU) if you prefer:

To Tail & Bark Studio, ul. Mała 12, 03-739 Warsaw, Poland, care@tailbark.com:

— I hereby give notice that I withdraw from my contract of sale of the following goods: …

— Ordered on / received on: …

— Name and address of consumer: …

— Date: …

Returns · Common questions

A few specifics.

Ask us directly →
How do I start a return?+
Email us within 14 days of delivery with your order number and tell us you're withdrawing. We'll confirm the return address; send the piece back within 14 days of that email. That's it — a plain email is enough, though you can also use the model withdrawal form above.
Can I return a personalised piece?+
Only if it's faulty or damaged. Personalised pieces are made to order with your pet's name, so the EU withdrawal right doesn't apply to them — which is why we ask you to check size, colour and spelling in the bag before checkout. Pieces ordered without personalisation can be returned as normal.
What condition does it need to be in?+
Inspect it as you would in a shop — unpack it, look it over, set it on the floor. If it comes back with real use or damage, EU law lets us deduct the loss in value from the refund, so keep it clean and unused if you plan to return it.
How fast do refunds process?+
Within 14 days of receiving your return or proof of postage, whichever is earlier — usually much faster. Refunds go to the original payment method and include our standard outbound shipping cost.
What if I want to change colour or size, not return?+
Email us with your order number and what you'd like instead. For non-personalised pieces we'll arrange an exchange; for personalised pieces we'll do our best, but a new name means a new print, so it's handled case by case.