FREE UK & AUSTRALIA SHIPPING AND RETURNS
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    GENERAL

    Where is Thoreau produced?
    Thoreau is designed and produced here in the UK. We believe in local manufacturing and supporting local businesses. We aim to maintain this philosophy as we grow. 

    Is Thoreau totally carbon neutral? 
    We are not carbon neutral but we are taking every available step to eliminate our carbon emissions. We use reclaimed and sustainable fabric and track all emissions during design and production. For all customer shipping we use DPD who are a zero carbon carrier and all of our packaging is 100% recycled. We offset all emissions we produce and continue to seek new innovations and solutions that will help us achieve 100% carbon neutral in the future.

    Where can I purchase Thoreau?
    Thoreau is exclusively available at www.thoreauthelabel.com and cannot be purchased anywhere else.

    What currency do you charge?
    We are priced in British Pounds (GBP). 

    How can I contact you?  
    The easiest and quickest way to contact us is by sending an e-mail to info@thoreauthelabel.com. This email address is constantly monitored and we will get back to you as soon as possible.

    What payment methods do you accept?
    For all our customer payments we use Stripe which accepts Visa, MasterCard and American Express.

    How can I track my order?
    When your order is shipped, we send you an email containing a tracking number which allows you to easily locate the progress of your order. If you did not receive this email, please contact us at care@thoreauthelabel.com . Our carrier DPD will contact you shortly afterwards to update you on the progress of your shipment. You can also easily track the progress of all orders through their website at dpd.co.uk and entering your tracking number.

    How much does it cost to ship my order? 
    All UK shipments are free (excluding the isles and Northern Ireland). For all international shipments we charge a flat rate according to the destination country/region. This flat rate is added at checkout.

    Where do you ship to?
    We ship to the following countries:
    UK
    Europe
    US
    Canada
    Australia

    What if the item I received is damaged or faulty?
    We strive to ensure all items sold are of the highest standard and quality. However, if you have a concern with a faulty or damaged item, please contact us straight away at care@thoreauthelabel.com so we can review the matter.

    What size should I order?  
    Our items are considered true to size. However, we supply all measurements of each size for your reference on the SIZING page. We have also outlined the size the model is wearing on the product page of each garment, which can help as a guide. If you would like more detailed size information, please email us at info@thoreauthelabel.com

    Is it safe to order from your online store?  
    Yes. We use Stripe for all transactions and do not store any credit card details. We also do not share your personal information with any third party. For more information please contact us at info@thoreauthelabel.com or check out ourprivacy page.

    Are there any duties and taxes that I will need to pay?
    Prices on the site do not include taxes or duties. If you are shipping internationally, we currently ship all items Delivery Duty Unpaid (DDU). Once your order is shipped, the carrier will bill you to pay all import duties, customs and local sales taxes levied by the country you are shipping to.

    Can I cancel/modify an order?
    Yes. If you decide to cancel or modify your order please write to us at care@thoreauthelabel.com as soon as you place your order.  We will do our best to make the change however, we cannot guarantee that we will be able to do so as order processing times vary. If it’s too late for us to cancel/modify your order, you can return your order to us once you’ve received it.

    Can I exchange my purchase for another size?
    Yes, for UK orders we do accept exchanges of garments subject to availability of stock and limited to the particular style, colour and/or print that was originally purchased. We do not currently accept exchanges for International orders

    Exchange requests must be made to care@thoreauthelabel.com within 14 days of receipt of original shipment. Any requests made after this period will be refused. Once we have confirmed availability of stock for exchange item(s), follow the procedures below as per returns. Upon receipt of the item(s) we will send out the exchange free of charge.

     

    RETURNS

    DOMESTIC

    What is your domestic return policy?
    We accept clothing in new condition with original tags attached for a full refund. There’s no restocking fee and return shipping is free. We allow you 14 calendar days from the day you receive your shipment to post your return. Your refund will be credited to the same credit card used to make the purchase. 

    How do I complete a domestic return?
    We provide a pre paid return label with all shipments. If you have lost or misplaced yours please email us at care@thoreauthelabel.com and we will send you a new one. 

    Once you have your prepaid label, follow the steps below.
    1. Place the item(s) you want to return in a box.
    2. Securely tape the label to the top of the box.
    3. Fill out your name, order number and reason code (or Exchange details) and put the packing slip provided in with the return item(s). If you have lost your packing slip please email us at care@thoreauthelabel.com and we will email another one out to you
    4. Take the box to the shipping carrier on your label.

    How long does it take to process a return?
    Once we receive your return, please allow 3-5 business days for us to process your return and then 5-10 business days for your bank to deposit the refund into your account. Your refund will be credited to the same card used to make the original purchase. We’ll send you an email when our team has processed your refund.

    What if my return is late?
    Returns postmarked outside of the 14 day policy are ineligible for a refund and will be automatically reshipped to the customer upon receipt at our warehouse.


    INTERNATIONAL RETURNS

    What is your international return policy?
    We accept clothing in new condition with original tags attached for a full refund. International customers (outside the UK) are responsible for returning the items at their own expense. We recommend you use tracking and purchase insurance as Thoreau is not responsible for lost returns. 
    You have 14 calendar days from the day you receive your shipment to postmark your items for return. Your refund will be credited to the same credit card used to make the purchase. Please note that any duties or taxes we incur upon receipt of the item(s) will be incurred by you the customer and will be deducted from the final refund amount.

    How do I complete an international return?
    Please send your return to: 

    Ground Left
    13 Bassett Road
    North Kensington
    London
    United Kingdom
    W106LA

    To complete your return please follow the steps below:
    1. Place the item(s) you don’t want in a box.
    2. Fill out a reason code and put your packing slip in with your item(s).
    3. Send the box to us using a carrier of your choice keeping your tracking number for your records.

    Once we receive your return, please allow 3-5 business days for your return to be processed and then 5-10 business days for your bank to post the refund to your account. Your refund will be credited to the same card used to make the original purchase. We’ll send you an email when our team has processed your refund.

    What if my return is late?
    Returns postmarked outside of our 14 day policy are ineligible for a refund and will be automatically reshipped to the customer upon receipt at our warehouse.

    What if I provide the wrong shipping address?
    It is the responsibility of the buyer to ensure that the shipping address is entered correctly. If the wrong shipping address is provided, please contact us at care@thoreauthelabel.com immediately. There may be a small window of opportunity to correct the address of your order but we cannot guarantee the change. If the parcel is shipped with the incorrect address the courier may not accept an address change.  If the parcel is returned to us and the buyer requests to reship the parcel, additional shipping fees may be applied.

     

    SHIPPING

    DOMESTIC SHIPPING

    How much does shipping cost in the UK?
    We offer FREE shipping for all UK orders.

    How fast is your shipping?
    All domestic shipments are are delivered within 2 working days of the order being shipped.

    Can you ship to P.O. boxes?
    We can’t ship to P.O. boxes. If you entered a P.O. box as your delivery address we will reach out to get an alternative address. Please note that this may delay your delivery.

     

    INTERNATIONAL SHIPPING

    Do you ship internationally?
    We offer international shipping but we do not cover the cost of shipping or any customs duties and taxes. 

    How fast is your shipping internationally?
    Once your order is shipped, we estimate you will receive your order within 3-8 business days of its ship date. We are committed to doing everything we can to ensure our customers’ orders are completed fully and without delay, wherever possible.  However, please note orders’ arrival dates cannot be guaranteed as the volume of orders, postal mishandling and technical malfunctions can have an influence.

     

    SALE ITEMS

    If I purchase an item(s) and it goes on sale soon after can you make an adjustment?
    We are happy to refund you a price adjustment if your item was purchased at full price within 7 days of the markdown.  Price adjustments do not apply to sale items that are marked down further.  Please note, once the price adjustment is applied, the order becomes FINAL SALE. 

    What does FINAL SALE mean?
    All items marked FINAL SALE have been reduced in price and cannot be returned.

    What happens if I purchase a gift for someone that is FINAL SALE?
    Items purchased as a gift are still applicable to our FINAL SALE policy and cannot be returned.

    Can I return FINAL SALE items?
    All items marked FINAL SALE cannot be returned.

    What if a FINAL SALE item I ordered arrives damaged?
    We strive to ensure all items sold are of the highest standards and quality. However, if you have a concern with a faulty or damaged item, please contact us straight away at care@thoreauthelabel.com so we can review the matter.

    Can I return an item purchased on sale?
    Yes, you can return Sale items not marked as FINAL SALE. All items marked FINAL SALE cannot be returned. If you send a FINAL SALE item back to us for a return we will not process a return. We can donate it for you, or you can request to have it shipped back at your expense.

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