What if the item(s) I ordered arrived damaged?
Contact us immediately at email@example.com so we can review the matter.
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 firstname.lastname@example.org 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 email@example.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.
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. Any returns with a shipping date falling after this period will not be accepted. 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 prepaid return label with all shipments. If you have lost or misplaced yours email us at firstname.lastname@example.org and we will email you another 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 email@example.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?
Any returns postmarked outside of the 14 day policy are ineligible for a refund.
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 firstname.lastname@example.org 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.
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:
13 Bassett Road
To complete your return please follow the steps below:
1. Place the item(s) you don’t want in a box.
2. Fill out your name, order number and reason code and put your packing slip provided in with your item(s). If you have lost your packing slip please email us at email@example.com and we will email another one out to you.
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.
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 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.
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.
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 can’t be returned.
Can I return Final Sale items?
All items marked final sale cannot be returned.
What if a Final Sale item I ordered arrived damaged?
Contact us right away at firstname.lastname@example.org. We will cover the cost of returning your item to us so it can be repaired or refunded.
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.