Refund policy

Last updated: September 24, 2026

Free 30-day returns

We accept return requests for all physical products, including sale, made-to-order, and personalized items, within 30 days of the date the order is marked as delivered. This is the deadline to email us a return request, not the deadline for the returned parcel to arrive at our warehouse.

To qualify for a standard return, an item must be unused, unwashed, unworn, and returned with its original packaging, tags, and included components. You will also need your order number or other proof of purchase. If an item arrived damaged, defective, or incorrect, please see the section below.

How to start a return

Before sending any item, email Contact@TailsAndLoom.com with your order number, the item you want to return, and the reason for the return. If the item arrived damaged, defective, or incorrect, include clear photographs of the product, shipping label, and packaging.

If your return is accepted, we will provide return instructions and a prepaid return shipping label. Send the item using those instructions after approval. The parcel does not need to arrive at our warehouse within the 30-day return-request period. Items sent without prior authorization may not be accepted or may experience processing delays. Please do not send returns to our business address or returns warehouse until we have approved the return and provided instructions.

Free return shipping and restocking fees

We cover authorized return shipping for United States orders. We do not charge a restocking fee.

Return requirements

For standard returns, we cannot accept:

return requests emailed more than 30 days after the order was marked as delivered;
items that have been used, worn, washed, altered, or damaged after delivery;
items missing their original packaging, tags, or included components; or
items returned without prior authorization or without following the provided return instructions.

These requirements apply equally to all physical products. No physical product is excluded solely because it is on sale, made to order, or personalized. Eligibility is determined after inspection. If an item arrived damaged, defective, or incorrect, we will review that issue as described below. Nothing in this section limits any non-waivable consumer rights.

Damaged, defective, or incorrect items

Items that arrive damaged, defective, or different from what you ordered are covered by this 30-day return policy. Inspect your order after delivery and email us within 30 days of the date it was marked as delivered, preferably within 7 days, with the photographs described above. The 7-day period is a request to contact us promptly, not a separate deadline for these claims.

We will review the issue and arrange an appropriate replacement, return, or refund at no additional cost. Nothing in this section limits any non-waivable consumer rights.

Exchanges

To change the size or design of an item on an order, email Contact@TailsAndLoom.com within 6 hours of placing the order. Include your order number and the exact change requested. If the new item costs less, we will refund the difference. If it costs more, we will arrange payment of the difference before confirming the change.

After 6 hours, we do not offer direct changes to the size or design of an item on that order. Once the order has been delivered, you may request a return under this 30-day policy and place a separate new order for the size or design you want.

If an item arrived damaged, defective, or incorrect, we may provide a replacement at no additional cost as part of resolving that issue under this return policy.

Order changes and cancellations

To request a size or design change, email Contact@TailsAndLoom.com within 6 hours of placing the order. Include your order number and the exact change requested. We will process an eligible size or design change requested within that window, subject to collecting or refunding any price difference. After 6 hours, size or design changes to that order are unavailable.

For an address change or cancellation, email us as soon as possible within 6 hours of placing the order. We will make reasonable efforts to help, but an address change or cancellation may be unavailable after dispatch. If an order can no longer be canceled, you may request a return after delivery under this policy.

Return inspection and approval

We will inspect your return after it arrives at our authorized returns warehouse and email you the outcome. For eligible returns, inspection and approval are included in the 10-calendar-day refund period described below; they do not start a separate waiting period. If your return does not meet the return requirements, we will explain the reason and available next steps.

Refund method and timing

For eligible returns, you will receive your refund to the original payment method within 10 calendar days after our authorized returns warehouse receives the returned item. Calendar days include weekends and holidays. This total period includes inspection, approval, and refund processing; it does not begin again when the return is approved.

Original standard outbound shipping charges are refunded when the return results from a damaged, defective, or incorrect item, or where required by law. Otherwise, original outbound shipping charges are non-refundable.

If your refund has not appeared within 10 calendar days after our authorized returns warehouse received your eligible return, email Contact@TailsAndLoom.com with your order number. We will check the refund status with our payment provider and help resolve the delay.

Contact

For returns, order changes, cancellations, or refund questions, email Contact@TailsAndLoom.com. Support hours are 9:30 AM–5:00 PM PT, Monday–Sunday. Please include your order number whenever possible.