Policies
Refund Policy
Last updated: 14/10/2026
At Alder & Tail, your happiness matters to us. We want you to love every purchase, and if you don't, we've made it easy to sort things out.
Order cancellations
Changed your mind? No problem. Email us at hello@aldertail.com within 24 hours of ordering and include your order number, and we'll take care of it.
After that, your order may already be on its way and we may not be able to stop it. Once an order has shipped it can't be cancelled, but you're welcome to return it once it arrives using the process below.
Return policy overview
- Return window: 30 days from the day your order is delivered
- Condition: items must be unused, in their original condition, with all packaging, tags and accessories included
- Easy returns: we'll walk you through every step
- Restocking fee: none
30-day easy returns
You have a full 30 days from delivery to send something back if it's not right for you.
To qualify, items should be:
- Unused
- In their original condition
- Returned with all original packaging, tags and accessories
There is no restocking fee.
Return costs
Faulty or incorrect products
If we got it wrong, you won't pay a cent. Returns are free when the product:
- Isn't what you ordered
- Arrived damaged
- Is faulty or defective in any way
Change of mind
Sometimes things just don't work out. In these cases, you cover the return postage, for example if:
- You ordered the wrong item by mistake
- It doesn't fit your pet
- You've simply changed your mind
Original shipping costs are not refundable for change-of-mind returns.
How to return an item
- Contact us: email hello@aldertail.com with your order number and the reason for your return.
- Pack your item: put it back in its original packaging with all accessories, tags and documents, and make sure it's secure.
- Send it back: we'll email you a return authorisation with full instructions, including where to send it.
Items sent back without contacting us first may not be accepted.
Refund process
- Inspection: once your return reaches us, we'll check it meets our return criteria.
- Refund timing: once approved, your refund will be issued to your original payment method. Allow up to 7 business days for it to reach your account, depending on your bank or payment provider.
Exchanges
Would you prefer a different size, colour or product? Email hello@aldertail.com and we'll sort it out quickly.
Order not delivered
If your order hasn't arrived within the expected delivery window, email us at hello@aldertail.com with your order number. We'll chase it up with the carrier straight away. If the parcel is lost, we'll either refund you in full or send a replacement, whichever you prefer, at no extra cost.
Non-returnable items
A small number of products can't be returned for hygiene and safety reasons, such as opened grooming products. These will always be clearly marked as non-returnable on the product page before you buy.
Your statutory rights
This policy does not affect your statutory rights as a consumer under Irish and EU law, including your right to cancel an online purchase within 14 days of delivery.
Changes to this policy
We may update this policy from time to time. Any changes will be shown here with a revised "Last updated" date.
Questions?
Visit our FAQ page or get in touch. We're happy to help.
Contact information
Store address: 8 Corkagh Grange Lane, Clondalkin, Dublin D22 T4A7, Ireland
Store email: hello@aldertail.com
Store phone: +353 89 612 0672
Customer service hours: Monday to Friday, 09:00 to 17:30 (Irish time)
We do our best to reply to emails within 1–2 business days.