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Need Help?

This section should tell you everything you need to know about ordering from us, but if you need help just email help@thackerays.co.uk
or call 01604 623679
and we'll do our best to help.

Returns

  

Returns

Returns Page Link: https://www.thackerays.co.uk/return_page

Not quite what you wanted or need a different size?  No problem – you have 21 days to return your items in their original condition, e.g. unworn, unwashed and with any original labels and packaging intact for an exchange or full refund. Follow the instructions below:

  1. Simply click the link above & enter the order number and delivery postcode exactly as it appears on your confirmation (ie with spaces etc) and select the item for return and reason.
  2. If you wish to receive something else in exchange, please specify in the notes field.
  3. Print the email we send you and pack it with your item(s) or if that is not possible include this delivery note instead.
  4. If you wish to exchange for another item please check it is available on our website and indicate in the notes field or email us at help@thackerays.co.uk.  We will arrange a Doorstep Swap for you to save you the trouble and cost of posting it back.
  5. If you are returning your item for a full refund please send to: Internet Returns, GFL Group, 241 Wellingborough Road, Northampton, NN1 4EH

We recommend using a signed-for delivery service which should cover you for loss or damage in transit. Please note that the return postage cost is borne by the buyer for non faulty returns.

Exchanges are delivered with no extra charge for delivery. With refunds, we also refund the standard delivery charge (UK only) you paid when you ordered (unless you are keeping some items).  Please note that if you upgraded your order to our Next day or Saturday service and would have been eligible for free standard delivery the upgraded charge will not be refunded.  If you upgraded your delivery to Next day or Saturday and were not eligible for free standard delivery you will be refunded for the standard charge only.

Returning from outside the EU

If you’re sending a return from outside the EU, we recommend contacting us with your tracking information, so we can check the progress of the return and try to help with any customs issues that might arise.  It is important that you mark your parcel 'Items for Return'.  We regret we are unable to offer a refund for any duties or local customs charges paid by the recipient on arrival of the goods, however these can be reclaimed by the recipient from the local customs office.  

Once received we will refund you for the full cost of the item(s) purchased.

Exemptions

Some items are exempt from our standard returns policy cannot be returned for hygiene reasons:

  • Underwear
  • Hosiery
  • Swimwear
  • Jewellery

Also exempt are garments which have been altered as per your instructions.

Please note, this returns policy applies to purchases via this website, and differs to that of our retail stores - please see your receipt or contact the store you purchased from.

Cancellation

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).

Problems

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.

 

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.


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