Frequently Asked Questions
About Tailvara & Ordering
What is Tailvara?
Tailvara is a UK-based pet accessories store. We stock practical, high-quality products for dogs and cats, from beds and travel gear to feeding accessories and home products. Every item is selected based on quality, durability, and pet safety.
Where is Tailvara based?
We're based in Leeds, England. All customer support is UK-based, and we answer emails within one business day during business hours (Mon-Fri, 9:00 AM - 6:00 PM GMT).
Can I trust Tailvara with my information?
Yes. We use SSL encryption, comply with PCI standards, and never store your card details. We're GDPR compliant and follow UK consumer law. Your data is safe with us.
Do you ship internationally?
Not yet. We currently ship to UK addresses only. We're exploring international shipping for the future.
Ordering & Payment
How do I place an order?
Browse our products, add items to your cart, and proceed to checkout. You'll be asked for your delivery address and payment method.
What payment methods do you accept?
We accept:
- Credit and Debit Cards : Visa, Mastercard, American Express, Diners Club, Discover, Maestro & UnionPay.
- Digital Wallets : Apple Pay, Google Pay and Shop Pay.
All payments are processed securely using SSL encryption.
Is checkout secure?
Yes. Our checkout uses SSL encryption. We comply with PCI standards, and your card details are never stored on our servers.
Do you store my card details?
No. Payment processing is handled by secure third parties. We never see or store your full card number.
Can I place an order by phone?
Not currently. Orders must be placed online through our website.
Do I need to create an account to order?
No. You can checkout as a guest. Creating an account is optional but saves time for future orders.
Shipping & Delivery
What are your shipping costs?
All UK orders ship Free. No minimum spend required. Delivery is included to all UK addresses.
How long does delivery take?
- Processing: 1-3 business days (Mon–Fri only)
- Delivery: 7-10 business days after dispatch
- Total: 8-13 business days from order to delivery
Most orders arrive within this time. Some may arrive earlier or take slightly longer.
When will my order be dispatched?
Orders placed before 6:00 PM are processed the same day (Mon-Fri only). Orders placed after 6:00 PM, on weekends, or bank holidays are processed the next business day.
Most orders leave within 1-2 business days.
Will I get a tracking number?
Yes. Once your order leaves our warehouse, you'll receive an email with a unique tracking number. You can check your order Here.
Can I change my delivery address after ordering?
If you notice the address is wrong before dispatch, email support@tailvara.com immediately and we'll correct it. If dispatch has already happened, contact us and we'll attempt to redirect it with the courier.
What if my parcel doesn't arrive?
If your parcel doesn't arrive within 7-10 business days, check the tracking link. If it's significantly delayed (more than 10 days), email support@tailvara.com with your order number and we'll investigate.
If it's lost, we'll send a replacement or issue a refund at no cost.
Returns & Refunds
What is your returns policy?
You have 30 days from delivery to return items in unused, original condition with original packaging. Faulty or damaged items can be returned anytime.
How do I return something?
Email support@tailvara.com with your order number and reason. We'll send return instructions within one business day. Pack it securely and post it back using the address we provide.
Who pays for returns?
For faulty/damaged/wrong items: We cover return shipping completely. We'll provide a prepaid returns label.
For change of mind: You pay return postage (typically £5–£10). We refund the product price, you cover the postage.
What happens to my return?
We inspect it to check it meets return conditions (unused, original condition, original packaging). This takes 3-5 business days. Once approved, your refund is processed.
How long do refunds take?
Refunds are processed within 5-14 business days of approval. The exact time depends on your bank (refunds typically appear within 5-7 days).
Where is the refund issued?
Refunds go to your original payment method. They appear as reversals on your card statement, not as new credits.
What if my return is rejected?
If we reject a return (e.g., it's been used), we'll contact you to explain. We always give customers the benefit of the doubt, if there's any question, we'll discuss options with you.
Your returns address?
Tailvara Returns : City Exchange, 11 Albion Street, West Yorkshire, Leeds, LS1 5ES, United Kingdom
Always email first so we can confirm we're expecting it.
Product Information
Are your product descriptions accurate?
Yes. We describe products honestly, real dimensions, real materials, real photos. If you notice an error, email us and we'll correct it immediately.
Can I see the actual product, not just manufacturer photos?
We provide both manufacturer photos and, where available, our own photos taken in real-world settings. This helps you see what the product actually looks like.
What if a product doesn't match the description?
If a product doesn't match our description, contact support@tailvara.com immediately. You're protected under the Consumer Rights Act 2015, we'll arrange a replacement or refund at no cost.
Are your products safe for pets?
We select products with pet safety in mind. All items are suitable for pets and won't cause harm if used normally. For specific safety questions about your pet, consult your vet.