Refund policy

Returns & Refunds Policy

Last updated: September 2026

At Red Tailed Clothing, we want you to be happy with your purchase. If something isn’t right, please contact us and we’ll do our best to help.

This policy applies to purchases made through the Red Tailed Clothing website and does not affect your statutory consumer rights.

1. Your Right to Cancel

If you are a consumer purchasing online in the UK, you generally have the right to cancel your order within 14 days of receiving your goods, without needing to give a reason.

After telling us that you wish to cancel, you normally have a further 14 days to return the goods.

There are legal exceptions to cancellation rights, including certain goods made to the customer’s specifications or clearly personalised goods.

If an item is eligible for cancellation, it must be returned in an appropriate condition. Please take reasonable care of the item while it is in your possession.

2. Made-to-Order Products

Many Red Tailed Clothing products are made to order.

Being made to order does not automatically remove your statutory cancellation rights.

However, where a product has been made specifically to your personal specifications or is clearly personalised for you, the statutory cancellation right may not apply.

If you are unsure whether your particular order can be cancelled, please contact us before placing your order.

3. How to Request a Return

To request a return or exercise your cancellation rights, please contact us at:

Email: emma@emmamartinezart.com

Please include:

• Your order number
• Your name
• The item(s) you wish to return
• The reason for the return, where applicable

If you are exercising your statutory cancellation right, you do not have to provide a reason.

We will provide any return instructions that apply to your order.

4. Return Costs

Where you are exercising your statutory right to cancel, you are generally responsible for the direct cost of returning the goods unless we have agreed otherwise or the goods are faulty.

If an item is faulty, damaged, incorrect or not as described, please contact us before returning it. We will deal with the matter in accordance with your statutory consumer rights.

5. Condition of Returned Items

Please take reasonable care of items while deciding whether to keep them.

For clothing and other wearable products, items should be returned in a condition that allows us to assess them.

You may handle and inspect goods as you reasonably would in a shop. However, if goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, your statutory refund may be reduced to reflect any resulting loss in value, where the law permits.

6. Refunds

Once a valid cancellation has been received and the returned goods have been received, or you provide evidence that you have returned them, we will process the applicable refund in accordance with UK consumer law.

Where a statutory cancellation applies, we will normally refund:

• The price paid for the returned goods; and
• The original standard delivery charge.

If you selected a more expensive delivery option than our cheapest standard delivery option, we are generally only required to refund the cost of the cheapest standard delivery option.

Refunds will normally be made using the original payment method.

7. Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged or is not what you ordered, please contact us as soon as reasonably possible.

Please provide your order number and, where appropriate, photographs showing the problem.

You have statutory rights when goods are faulty, not as described or otherwise fail to meet the requirements of consumer law.

Depending on the circumstances and your legal rights, you may be entitled to a repair, replacement, price reduction or refund.

We will work with you to resolve the problem fairly.

8. Wrong Size or Change of Mind

If you have ordered the wrong size or simply changed your mind, your statutory cancellation rights may apply where the product is eligible.

Please contact us before returning the item.

Because our products may be made to order, we cannot automatically offer exchanges or accept returns outside the rights available under applicable consumer law.

If you are unsure about sizing, please check the measurements provided on the product page before ordering.

9. Personalised Products

Products that have been personalised or made specifically to your individual requirements may be excluded from the statutory cancellation right where the relevant legal conditions apply.

This does not affect your statutory rights if the personalised product is faulty, damaged or not as described.

10. Hygiene & Unworn Items

For hygiene reasons, please do not return clothing that has been worn, washed or damaged after delivery unless the item is faulty.

You should be able to inspect an item in the same way you reasonably would in a shop.

Where appropriate, please return items in their original packaging and with any labels or tags still attached.

11. International Returns

Customers outside the UK may have additional consumer rights under the laws applicable to their purchase.

Where a return is being made because you have changed your mind and you are responsible for the return postage, you are responsible for arranging and paying for the return unless we have agreed otherwise.

Any customs duties, import taxes or other charges associated with an international return should be discussed with us before the item is sent back.

12. Refund Times

We will process eligible refunds as promptly as reasonably possible.

Once a refund has been issued, the time it takes for the money to appear in your account can depend on your bank, card provider or payment service.

13. Statutory Rights

Nothing in this Returns & Refunds Policy limits or excludes any consumer rights that cannot legally be limited or excluded.

Your statutory rights remain protected.

14. Contact Us

For returns, refunds or questions about an order, please contact:

Red Tailed Clothing
Email: emma@emmamartinezart.com

Please include your order number so that we can identify your purchase and assist you promptly.

Red Tailed Clothing
Wearable art made to stand out.