This is a brief guide to our returns policy and procedure at Thackerays. Before buying from us, you should read our Terms and Conditions, which include our returns policy in full.
Once you have placed an order with us, you can cancel it as long as it hasn’t been dispatched yet. To cancel your order contact us by email or phone quoting your name and order number. If your order has not yet been dispatched, it will be cancelled and your payment refunded straight away. If your order has already been dispatched, you will unfortunately need to wait until it arrives and return it via the normal procedure as outlined below (unless we’re able to recall it from the couriers, which is sometimes possible depending on how far it’s gotten. We’ll always try).
Once your order has arrived, you are entitled to return your items within 14 days of receipt. The items must be returned in their original condition, e.g. unworn, unwashed and with any original labels and packaging intact. You are then entitled to an exchange or a full refund. Follow the instructions below to return items:
- Fill out a Returns Form for each item you are returning and pack it with your returns. If possible, also include your original delivery note.
- Send the returns to our address on the form. We recommend using a signed-for delivery service which should cover you for loss or damage in transit.
- We’ll let you know straight away by email when your returns have been received and processed.
We don’t charge you a re-stocking fee for returns.
Exchanges are delivered with no extra charge for delivery. With refunds, we also refund the delivery charge you paid when you ordered (or, if you’re not returning your whole order, an appropriate proportion of it).
If your order is damaged or partly missing, or you believe an item you ordered from us has a manufacturing fault, please contact us by email or phone giving the most detailed description you can of the problem. In cases of damaged or missing items, you must notify us within 5 days of receipt. All cases of damaged, missing or faulty goods will be handled on an individual basis.