Customer Service Charter
Our Customer Service Promise
At Tailvara, customer service isn't an afterthought, it's central to who we are.
Our Commitment to You
We promise to:
Answer within one business day Real people answer your emails. Not bots, not automated responses. If you email Mon-Fri 9:00 AM - 6:00 PM GMT, you'll hear from us within 24 hours.
Treat you like we'd want to be treated We put ourselves in your shoes. If there's an issue, we solve it. If there's ambiguity, we give you the benefit of the doubt.
Be honest about products Our descriptions are accurate. Our photos show what you'll receive. If we've made a mistake, we own it and fix it.
Resolve issues quickly Faulty item? Wrong product? Damaged in transit? We'll sort it within 3–5 business days.
Respect your time We're efficient. We don't make you jump through hoops or repeat yourself. We keep explanations clear and solutions simple.
Protect your privacy Your data is safe with us. We use encryption, comply with GDPR, and never share your information without consent.
Back our products We stand behind what we sell. If something's not right, we'll make it right, replacement, repair, or refund.
What We Expect From You
To help us serve you better:
- Be clear about what you need (include order number, product name)
- Include photos if reporting damage or faults
- Be patient during peak periods (we might take 24 hours instead of a few hours)
- Treat us with the same respect we show you
How to Reach Us
Email : support@tailvara.com
Customer Service Hours : Mon-Fri, 9:00 AM - 6:00 PM (GMT) / Saturday - Sunday : Closed
Response time : Within one business day
Our Service Standards
Order Processing
- Same-day processing (if ordered before 5:00 PM Mon–Fri)
- Dispatch within 1–3 business days
Email Support
- Response within 24 business hours
- Honest, personalised answers
- Follow-up if you don't reply to our first message
Returns
- Return instructions sent within one business day
- Inspection completed within 3-5 business days
- Refund processed within 5-14 business days of approval
Complaints
- Acknowledged within 24 hours
- Investigated fully
- Resolution offered within 5 business days
Accessibility
We aim to make Tailvara accessible to everyone. If you have accessibility needs:
- Email support@tailvara.com to request alternative formats
- Tell us about any barriers you encounter on our website
- We'll work with you to find a solution
Thank You
Thank you for choosing Tailvara. We're here to make pet ownership easier, and we take that responsibility seriously.