Returns and Exchanges Policy


We offer a 14-day returns policy if, for whatever reason, you change your mind about your clothing, hat, shoe or accessories purchase. Under the Consumer Contracts Regulations you have the right to cancel your order up to 14 days from date of receipt of goods. However, this is dependent on the items being in original condition, complete with all packaging, tags, tickets, and original documentation. ‘Original condition’ describes an item that is unworn, as new and re-saleable. 

Return postage to us is at your expense (postage of exchange goods to you is at our expense, see below for more information on exchanges).

Upon receipt of your parcel we will issue a refund, including the shipping, via the original method of payment. Normally we are able to process the refund on the day of receipt. Refunded payment will be subject to your bank’s processing times. Alternatively we can offer store credit in lieu of a refund. If you would like to discuss your individual requirements please ring us on +44(0)29 20704499.

If you are sure you would like a refund or an exchange, follow the instructions below:

How to Return or Exchange

1. Pack up carefully:

Fold your item neatly, and package it carefully. Where possible, try to use the outer packaging we sent you.

2. Include receipt:

Include your receipt. This should have your name, address and invoice number on it.

3. Write a short note:

Write us a short note describing your instructions. Include whether you want a return or an exchange and your reason for this.

4. Send to:

Tails and the Unexpected Ltd
Unexpected House
10 Victoria Road
Vale of Glamorgan
CF64 3EF
United Kingdom

Refusal of Return

Clothing, hats or accessories may be refused for refund and returned to you if they have been damaged, mistreated or soiled in any way. That is, if the items are not in unworn, as new and re-saleable condition. 

We reserve the right to charge a small fee to cover postage of your item back to you. We reserve the right to charge a small re-stocking fee for items that do not meet the above criteria but that we agree to keep nonetheless. This fee will cover laundering or ironing costs incurred by us.

To avoid refusal of your return please ensure that you leave no odour on the items. Do not try on items while wearing perfume, aftershave, or in the presence of tobacco smoke.

More information on specific products below:


Handle with care and do not apply any unnecessary force. Do not mark, scratch, bend or crush the item. Re-package the item with due care. Folding hats must be folded in the exact manner in which they were received or damage may be caused to the item. If you received your folding hat open and are unsure how to fold it, please contact us (or see this link).


When trying on shoes, ensure that you are on a carpeted surface so as not to mark the soles. Shoes returned with marked soles or leatherwork may be refused. Please package returned shoes carefully in the box.

Other Clothing

Do not mark, scratch or crease any item. Re-package the items with due care and attention. Do not iron. 

The above applies to all other products available for purchase now or in the future from If you are unsure as to the eligibility of your return please ring us on +44(0)29 20704499 and we will discuss it with you.


Please carefully read the returns policy above, as this also applies to exchanges. The cost of postage to us will be at your expense, and the postage of your replacement clothing, hat or accessory will be at ours. When we receive your parcel, we will check it and process the exchange, subject to the requested item being in stock. Normally we are able to process the exchange on the day of receipt.

One exchange will be offered with free postage, after which any further postage costs incurred will be at your expense. If you would like to discuss your exchange please ring us on +44(0)29 20704499. If you are sure you would like to make an exchange, follow the instructions above.

Overseas Exchanges

Overseas shipping charges are expensive. In order to avoid undue exchanges please be as sure as you can be of your size before we dispatch your order. We have tried to make it clear in our size guides so please read these carefully. If you are still unsure as to your size please contact us and we will assist you.

Goods in Transit

The items of clothing, hats or accessories you send to us are your responsibility until they reach us. This is because they are legally your property at this point. For your own protection we recommend that you send the parcel using a delivery service that insures you for the value of the goods. If a parcel you have sent is lost in transit, it is your responsibility to pursue its recompense. 

Delivery Timescales

Royal Mail’s First Class service can take up to 5 working days, although normally it takes 1-2 days. 

Royal Mail’s Special Delivery service is guaranteed by 1pm the next working day.

European delivery service normally takes 5 working days.

Delivery overseas, including the Americas, normally takes 10 working days.
* Please note that although goods are despatched with the utmost expedience, and delivery times listed on the website are accurate most of the time, they are based on a third party and may vary. All goods lost in transit will be replaced or refunded. Please be sure you are happy with the delivery method before chosing. 

Lost Items

When an item of clothing, hats or accessories are lost in transit Royal Mail and our other delivery agents insist that 21 working days have past before a claim is made. If an item has not arrived with you in this time then, at our discretion, we will replace the item immediately and continue to pursue a claim at our leisure. If a parcel you have sent is lost in transit, it is your responsibility to pursue its recompense.

Incorrect or Faulty Items

We carefully check all clothing, hats and accessories before dispatch, but in the unlikely event that you receive an item that is incorrect or with a fault, please contact us as soon as possible. Follow the steps above to return the item. We will do everything we can to rectify any mistakes that we have made.