Returns & Refunds Policy

Last updated: 1 October 2026

At Bluebell Tails Studio, we want you to be delighted with your order. If something isn’t right, please contact us and we’ll do our best to help.

Bluebell Tails Studio sells to customers internationally. Consumer rights vary between countries, and nothing in this policy is intended to exclude, restrict or override any rights or remedies that cannot lawfully be excluded under the consumer protection laws applicable to you.

Where mandatory local consumer law gives you greater rights than those described in this policy, your mandatory legal rights will apply.

Change-of-Mind Returns

For eligible non-personalised products, Bluebell Tails Studio accepts change-of-mind returns where required by applicable consumer law.

UK, EU & EEA Customers

If you are a consumer in the United Kingdom, European Union or European Economic Area, you generally have the right to cancel an eligible online purchase within 14 days of receiving the goods, without giving a reason.

After notifying us of your cancellation, you must return the goods within 14 days, unless applicable law provides otherwise.

To exercise this right, please contact us through our Contact Us page with your order number and a clear statement that you wish to cancel your purchase.

Eligible returned goods should be returned in their original condition where reasonably possible.

You may inspect and handle an item as reasonably necessary to establish its nature, characteristics and functioning. Where permitted by law, we may make an appropriate deduction from your refund if the value of the item has been reduced through handling beyond what would reasonably be permitted when examining an item in a shop.

Customers Outside the UK, EU & EEA

Change-of-mind rights differ between countries.

Unless applicable consumer law in your location gives you a right to cancel or return an order, Bluebell Tails Studio does not guarantee change-of-mind returns outside the UK, EU and EEA.

This does not affect your rights if an item is faulty, damaged, incorrect, not as described or otherwise fails to meet mandatory consumer guarantees applicable in your country.

Personalised & Bespoke Products

Products that are made to your specifications or clearly personalised may be excluded from statutory change-of-mind cancellation rights where permitted by applicable law.

This may include products created specifically using:

• your pet’s photograph;

• your pet’s name;

• personalised wording or dates; or

• other custom artwork or specifications requested by you.

A product being manufactured or printed only after an order is placed does not necessarily mean it is personalised. Our ordinary non-personalised printed products are therefore not automatically treated as personalised simply because they are produced to order.

Personalised or bespoke products cannot normally be cancelled or returned simply because you have changed your mind once production has begun, where applicable law permits this exception.

This does not affect your rights if the product is faulty, damaged, incorrect, not as described or otherwise fails to conform to applicable consumer law.

Faulty, Damaged, Misprinted or Incorrect Items

If your order arrives damaged, defective, misprinted, incorrect or materially different from its description, please contact us as soon as reasonably possible.

Please provide, where reasonably possible:

• your order number;

• a description of the problem; and

• photographs showing the product and the issue.

Photographs help us investigate problems quickly but do not remove or restrict any statutory rights you may have.

Please do not return or dispose of a faulty item until we have provided return instructions, where reasonably practicable.

Depending on the circumstances and your applicable consumer rights, an appropriate remedy may include repair, replacement, price reduction or refund.

Where the law makes Bluebell Tails Studio responsible as the retailer, we will not require you to deal directly with our manufacturer or fulfilment provider instead of us.

Return Postage

For an eligible change-of-mind return, you are responsible for the direct cost of returning the goods where permitted by applicable law and where you have been informed of this responsibility.

We strongly recommend obtaining proof of postage and using an appropriate tracked service.

If your item is faulty, damaged, incorrect or not as described, please contact us before paying for return postage. Where applicable consumer law requires Bluebell Tails Studio to bear the cost of providing a remedy, we will do so.

Refunds

Where a refund is due, it will normally be issued to the original payment method, unless otherwise agreed or required by law.

For eligible UK, EU and EEA statutory cancellations, the refund will include the price paid for the returned goods and the cost of our least expensive standard delivery option, where applicable.

If you selected a more expensive delivery service, such as express shipping, the additional amount above our standard delivery cost does not normally have to be refunded.

Where permitted by law, we may withhold reimbursement until we have received the returned goods or you provide evidence that you have sent them back, whichever occurs first.

Once Bluebell Tails Studio has processed a refund, your bank, card issuer or payment provider may require additional processing time before the funds appear in your account.

Exchanges

We do not currently operate a standard direct exchange service for change-of-mind purchases.

Where you have a right to return an item, you may return the eligible product in accordance with this policy and place a new order for your preferred size, colour or design.

This does not limit your rights to repair, replacement, refund or another remedy where goods are faulty, incorrect, damaged or otherwise fail to conform to applicable consumer law.

Cancelling or Changing an Order Before Dispatch

If you need to change or cancel an order, please contact us as soon as possible.

Many Bluebell Tails Studio products enter production shortly after an order is placed. We will do our best to accommodate requested changes, but we cannot guarantee that an order can be altered once production has begun.

This does not remove any statutory cancellation rights applicable to eligible products.

Personalised or bespoke products may not be cancellable once production has begun where applicable law permits this exception.

Incorrect or Incomplete Delivery Addresses

Please check your delivery information carefully before completing your order.

If you notice an error after ordering, contact us as soon as possible. We will try to correct it before fulfilment or dispatch, but this may not always be possible.

If an order is returned because the customer supplied an incorrect or incomplete address, additional delivery charges may apply before the parcel can be sent again, to the extent permitted by applicable law.

This does not limit your rights where a delivery problem was caused by Bluebell Tails Studio, our fulfilment provider or the carrier rather than by incorrect information supplied by you.

Unclaimed & Returned-to-Sender Parcels

If a parcel is returned to sender because it was unclaimed or could not be delivered, please contact us.

We will investigate the circumstances and explain the available options. Additional shipping charges may apply for redelivery where appropriate and legally permitted.

Your statutory rights remain unaffected.

International Orders

Bluebell Tails Studio sells internationally, and consumer laws differ between jurisdictions.

Customers may have additional rights under the mandatory consumer protection laws of the country or region in which they live.

Nothing in this Returns & Refunds Policy excludes, restricts or modifies a statutory guarantee, warranty, right or remedy where doing so would be unlawful.

Where this policy conflicts with mandatory consumer law applicable to your purchase, the mandatory consumer protection will prevail.

EU/EEA Legal Guarantee

Customers protected by EU consumer law have a minimum two-year legal guarantee for goods that are faulty or do not conform to the contract. Individual countries may provide additional protections.

This legal guarantee is separate from the 14-day change-of-mind withdrawal right.

United States & Canada

Consumer protection and return requirements may vary between US states and Canadian provinces or territories.

This Returns & Refunds Policy applies in addition to any mandatory consumer rights that apply to your purchase.

Nothing in this policy is intended to exclude or restrict rights that cannot lawfully be excluded under applicable federal, state, provincial or territorial law.

Australia & New Zealand

Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot lawfully be excluded under applicable Australian or New Zealand consumer protection law.

Applicable statutory consumer guarantees and remedies remain unaffected.

EU/EEA Model Withdrawal Form

If you are an EU/EEA customer and wish to withdraw from an eligible purchase, you may use the form below.

You do not have to use this form. You may instead contact us with any clear statement informing us of your decision to withdraw.

To: Bluebell Tails Studio

I/We hereby give notice that I/We withdraw from my/our contract of sale for the following goods:

Order number:
Goods ordered:
Date ordered:
Date received:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s): (only if this form is submitted on paper)
Date:

Please submit your withdrawal request using the contact details provided on our website.

How to Request a Return or Refund

Please do not send an item back without contacting us first, as the appropriate return address may vary depending on the product and your location.

To request a return, report a damaged or faulty item, cancel an eligible order or ask a question about a refund, please contact us through our Contact Us page.

Please include:

• your name;

• your order number;

• the email address used for your order; and

• a brief explanation of your request.

We will provide the appropriate return instructions where required.

Bluebell Tails Studio