Refund policy
Last updated: August 18, 2026
30-day return window
We accept eligible returns requested within 30 days after delivery. To qualify under our standard return policy, an item must be unused, unwashed, unworn, and returned with its original packaging and tags. You will also need your order number or other proof of purchase.
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 is 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. 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 in every country we serve. We do not charge a restocking fee.
Items not eligible for a standard return
Unless the item arrived damaged, defective, or incorrect, or mandatory consumer law provides otherwise, we cannot accept:
- items returned more than 30 days after delivery;
- items that have been used, worn, washed, altered, or damaged after delivery;
- items missing their original packaging, tags, or included components;
- gift cards; or
- items returned without prior authorization or without following the provided return instructions.
Eligibility is determined after inspection. Nothing in this section limits any non-waivable consumer rights.
Sale items
Except where mandatory consumer law provides otherwise, sale items are final sale unless they arrive defective, damaged, or incorrect. Customers in the European Union, European Economic Area, and United Kingdom retain any statutory cancellation, withdrawal, conformity, and refund rights that apply to sale items.
Damaged, defective, or incorrect items
Inspect your order after delivery. If an item arrives damaged, defective, or different from what you ordered, contact us as soon as possible, preferably within 7 days of delivery. We will review the issue and arrange an appropriate replacement, return, or refund at no additional cost. Reporting outside this preferred period does not limit any mandatory consumer rights.
Exchanges
For a different size or design, the fastest option is usually to request a return for the original item and place a new order after the return is approved. If an item arrived damaged, defective, or incorrect, we may offer a replacement as part of the resolution. Any price difference for a voluntarily selected replacement item will be communicated before the exchange is completed.
Order changes and cancellations
To request an address change, order change, or cancellation, email Contact@TailsAndLoom.com within 6 hours of placing the order. Include your order number and the exact change requested.
We will make every reasonable effort to help, but changes and cancellations are not guaranteed after production has started or after an order has been dispatched. If an order can no longer be canceled, you may request an eligible return after delivery under this policy.
Return inspection and approval
We will notify you after the return is received and inspected. If the return is approved, we will confirm the refund by email. If we cannot approve the return, we will explain the reason and available next steps.
Refund method and timing
Approved refunds are issued to the original payment method within 10 business days after approval. Your bank or card issuer may require additional time to post the refund to your account.
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 more than 15 business days have passed since we approved your refund and it has not appeared, first contact your bank or card issuer, then email us so we can review the payment record.
European Union, EEA, and United Kingdom rights
Where applicable, customers in the European Union, European Economic Area, and United Kingdom may have a statutory right to cancel or withdraw from a distance purchase within 14 calendar days after delivery without giving a reason. Statutory exceptions may apply. These rights are separate from, and do not reduce, the 30-day return window described above.
To exercise a statutory cancellation or withdrawal right, send a clear statement by email before the applicable deadline. We will provide return instructions. Refunds required by law will include the amounts and standard delivery charges required under the applicable consumer law.
Contact
For returns, exchanges, 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.