If you have changed your mind or are not completely satisfied with a product purchased online at Thomas Pink, you can return it to us within twenty eight (28) days of receipt of item(s) to obtain a refund by following the steps outlined below.
Products must be returned in their original condition with original tags attached in order to be accepted as a return. Products must be unworn, unwashed and in a resalable condition. Returned products must be accompanied by the returns form, all packaging, and any related accessories. No refund will be processed for items that are returned incomplete, damaged or soiled.
For our US customers, click here to start a free online return. Please note, you must use the email address used to make the order. After submitting your returns form online, Customer Service will email you a pre-paid return label. Please affix this label to your package and drop the package at your nearest centre.
For any queries, please contact Customer Service by creating an account at: My Account. This will assist us in responding to your query in a more timely manner.
If you cannot see a response from us, please check your junk or spam folder prior to contacting customer service.
If you have a faulty item, contact Customer Service by creating an account at: My Account. Please submit photos of the faults to our Customer Service team. We will examine the images to determine whether the product is defective or not and will notify you of your refund via email within a reasonable period of time. We may also request additional details and/or images.
If we agree a product is defective, we will process a full refund for the price of the defective good, and for shipping if all goods purchased on that order number are defective. In the event that we do not agree the product is defective, we shall return it to you stating the reasons for our decision.
We will aim to process your refund within a 14 day period, in any event not greater than 28 days after we have received your returned products. If your products are received on a weekend or a public holiday the 28 day period shall start to run from the first working day thereafter.
Refunds will include locally applied sales taxes. However, we do not provide refunds for import duties and taxes for cross border purchases. Refunds will only be provided for shipping charges if all products in the Dispatch Confirmation are deemed faulty.
We will normally make any refunds using the same method of payment used by you when you placed your order.
We regret that we currently can’t process exchanges. We are looking to add this in the future.