1) Postage and Delivery
2) Customs and Taxes
3) Returns
We at Thomas Pink have a desire to ensure impeccable service to each of our customers. Our Web Sales Team is therefore available Monday to Friday 08:30 to 18:00 GMT (3:30am – 1pm EST) on +44(0) 207 498 3882 or via email at info@thomaspink.com to assist you with any question you may not have been able to find the answer to on our website. If you are calling from the US or Canada please use our toll free number - 1 888 336 1192.
Our Web Sales Team is also able to assist you with any problems you may experience while ordering online.
I do not live in the UK or US – will you still ship to me?
How long does it normally take to receive my shopping?
What happens if I do not receive my order in the timeframe?
What are the delivery charges?
Does Thomas Pink deliver to multiple addresses in one order?
Do I need to sign for my purchase?
Can somebody else sign for my purchase?
Can I have my shopping delivered to an address other than my card billing address?
Will my purchase be received in your Pink packaging?
Do I have to pay taxes and or import duties?
Do the prices displayed on ThomasPink.com include tax?
How do I return or exchange goods bought on ThomasPink.com and telephone purchases?
How long do I have to return items bought on ThomasPink.com?
Who pays the cost of returning items bought on ThomasPink.com?
What are your returns policies for items bought in Thomas Pink stores?
1) Purchasing
I do not live in the UK or US – will you still ship to me?
Yes. When you first go on to our site make sure you select the correct region for where you would like your shopping delivered to.
We deliver to most countries, however local import duties and additional charges may be payable on receipt. For orders placed outside the UK, US and EU, please note that you are responsible for any import duties and clearance fees (where applicable) in your own country and to check the duties and clearance fees with your local authorities.
How long does it normally take to receive my shopping?
All deliveries are sent from London using couriers and generally arrive within 3 to 5 business days in the UK. Overseas deliveries will take a little longer and may be subject to customs delays; deliveries to the US generally take between 7-10 business days.
Occasionally some items may not be in stock immediately and this can cause short delays - if this happens our Web Sales Team will make contact to let you know of any problems. We will do our utmost to despatch all orders within seven days of receipt, subject to stock availability and credit card authorisation.
What happens if I do not receive my order in the timeframe?
It rarely happens that our customers do not receive their order within the specified timeframe for each country; however, from time to time this does occur. If your parcel does not arrive please contact our Web Sales Team on +44 (0) 207 498 3882 or email us at info@thomaspink.com. We are available Monday to Friday 08:30 to 18:00 GMT (3:30am – 1pm EST) and will investigate the matter immediately for you. From the US and Canada please call us toll free on 1 888 336 1192.
What are the delivery charges?
UK customers:
We deliver to anywhere in the UK for £5 postage. Free delivery applies to all orders over £250.
Channel Island customers - please note that UK zone prices and shipping apply to mainland customers only. If you would like to order online, please select the Channel Islands as your shipping zone on the website.
USA customers:
We deliver to anywhere in the USA for $20. Free delivery applies to all orders over $280. If you are shipping to Canada or South America, please make sure you select your specific country as your shipping zone and not the USA.
EU Customers:
We deliver to all countries in the EU for €18. Free delivery applies to all orders over €400.
Rest of the World customers:
We deliver to all other countries for £20. Free delivery applies to all orders over £250.
Does Thomas Pink deliver to multiple addresses in one order?
No, Thomas Pink does not deliver to multiple addresses in one order. Separate orders will need to be placed should you require this service.
Do I need to sign for my purchase?
Yes, a signature is required upon delivery and please note that we only deliver Monday to Friday during working hours.
Should you wish to have your shopping delivered to an alternative address please state this in the shipping address section. Items which are sent to an address other than that of the card billing address may be subject to confirmation with the card holder.
Can somebody else sign for my purchase?
Yes, anyone at the specified delivery address can sign for the goods. Thomas Pink does not take responsibility for loss or damage to goods once they have been signed for.
Can I have my shopping delivered to an address other than my card billing address?
Should you wish to have your shopping delivered to an alternative address please state this in the ‘Delivery Address’ section. Your order will be charged in the local currency of the shipping country/region. Items which are sent to an address other than that of the card billing address may be subject to confirmation with the card holder.
Will my purchase be received in your Pink packaging?
Please select the free Thomas Pink gift box service on the right-hand side of your Shopping Bag page and we will ensure your shopping arrives in Pink’s signature packaging.
When ordering online, if you do not select the Thomas Pink gift box option your items will not be delivered in the Thomas Pink gift packaging.
2) Customs and Taxes
Do I have to pay taxes and or import duties?
Customs duties:
If your residence / delivery address is within the European Union you will not be charged any customs duty, as you would normally pay VAT on the goods you purchase.
US sales tax:
For orders delivered in the US, prices are in US Dollars and are exclusive of sales tax. Sales tax might apply depending on the state you are shipping to and will be displayed before confirming your order online.
Orders placed outside the UK, US and EU:
For orders placed outside the UK, US and EU, please note that you are responsible for any import duties and clearance fees (where applicable) in your own country and to check the duties and clearance fees with your local authorities.
Do the prices displayed on ThomasPink.com include tax?
US:
In the US website, all prices are shown in US Dollars and are exclusive of sales tax. Sales tax might apply depending on state you are shipping to and will be displayed before confirming your order online.
UK, EU:
On the UK and EU websites, all prices are shown in the currency relevant to the zones selected. Prices are shown including VAT.
Rest of the World
For orders shipped to countries outside the EU, UK and US prices shown are exclusive of VAT.
3) Returns
How do I return or exchange goods bought on ThomasPink.com and telephone purchases?
Unused items, excluding undergarments (e.g. boxers) and beachwear, may be returned for an exchange or refund within 28 days of receipt. Simply contact us with your details, what item you would like to return and why and whether you would like an exchange for replacement items, gift voucher/gift card or refund. Our Web Sales Team is available Monday to Friday 08:30 to 18:00 GMT (3:30am – 1pm EST) and can be contacted on +44 (0) 207 498 3882 or via email at info@thomaspink.com. From the US please call us toll free on 1 888 336 1192. We will process your request and give you a Returns Authorisation Number (RAN) along with the address details of where your return items should be sent using a registered postal service. You can also find the process on how to return items Customers on the back of their despatch note.
Please note that returning items will be at your own cost. Stores cannot issue refunds for items bought via the website. Only product exchanges are possible in stores and have to be made in the same country as the original order has been placed in (based on shipping address).
In an exchange, if the new item costs less, we will reimburse you with the difference. If the new item costs more then an additional payment will be required. There will be no second postage and packing costs to you for despatch of exchanged goods.
If I order over the phone or at ThomasPink.com but need to return something, can I take it back to one of your stores for an exchange or refund?
Stores cannot issue refunds for goods purchased over the phone or at ThomasPink.com. You may however exchange the item for something else or for a different size in store.
How long do I have to return items bought on ThomasPink.com?
Unused items, excluding undergarments (e.g. boxers) and beachwear, may be returned for an exchange or refund within 28 days of receipt. Simply contact us with your details, what item you would like to return and why and whether you would like an exchange for replacement items, gift voucher/gift card or refund. Our Web Sales Team is available Monday to Friday 08:30 to 18:00 GMT (3:30am – 1pm EST) and can be contacted on +44 (0) 207 498 3882 or via email . From the US please call us toll free on 1 888 336 1192. We will process your request and give you a Returns Authorisation Number (RAN) along with the address details of where your return items should be sent using a registered postal service. You can also find the process on how to return items Customers on the back of their despatch note.
Please note that returning items will be at your own cost. Stores cannot issue refunds for items bought via the website. Only product exchanges are possible in stores.
In an exchange, if the new item costs less, we will reimburse you with the difference. If the new item costs more then an additional payment will be required. There will be no second postage and packing costs to you for despatch of exchanged goods.
Who pays the cost of returning items bought on ThomasPink.com?
Returning items either for a refund or exchange will be at your own cost.
What is your return and exchange policy for items bought in Thomas Pink stores?
For goods bought in stores, returns and exchanges can only be processed in the country in which the purchase was made.
UK, Europe and China store returns (excluding Harrods, Galeries Lafayette, and Discounts):
Returns with original receipts within 28 days of purchase: Unused garments or accessories (excluding all undergarments and beachwear) may be returned for an exchange or refund. A refund will be sent by mail within 28 days of the return date for items purchased by cheque. Please note that if you have originally paid by card and would like a refund, you will need to bring the card used to make the original purchase with you.
Returns with original receipt within 28 days of purchase: Unused garments or accessories (excluding all undergarments and beachwear) may be returned for an exchange or Credit Note.
Returns without original receipt within 28 days of purchase: Unused garments or accessories (excluding all undergarments and beachwear) may be returned for an exchange or Credit Note.
Returns without receipt after 28 days: Unused garments or accessories (excluding all undergarments and beachwear) may be returned but we only offer an exchange or credit note. Returns must be authorised by a member of store management.
Sale merchandise: Sale items must be returned within 28 days of purchase for exchange only unless marked as Final Sale.
Please note that Selfridges will only process refunds / exchanges for goods purchased in Selfridges. However, Thomas Pink goods purchased in Selfridges may be refunded or exchanged in other UK Thomas Pink stores (excluding Harrods).
Galeries Lafayette store return policy:
Returns with original receipts within 30 days of purchase: Unused garments or accessories (excluding all undergarments and beachwear) may be returned for an exchange or refund. A refund will be sent by mail within 30 days of the return date for items purchased by cheque.
Returns with original receipt after 30 days of purchase: Unused garments or accessories (excluding all undergarments and beachwear) may be returned for an exchange or Credit Note.
Returns without original receipt within 30 days of purchase: Unused garments or accessories (excluding all undergarments and beachwear) may be returned for an exchange or Credit Note at the current selling price.
Sale merchandise: Sale items must be returned within 30 days of purchase for exchange only.
Harrods store return policy:
Unwanted goods may be returned for a refund or exchange if returned in their original condition within 14 days with proof of purchase. Refunds will be made against the original form of tender except in respect of purchase made by cash, cheque or gift voucher/gift card which will be refunded by way of a shopping credit. Refunds and exchanges on purchases made on 10% event day are subject to a 10% discount adjustment. Please see in store for further details.
PLEASE NOTE ALL UNDERGARMENTS AND BEACHWEAR CANNOT BE RETURNED.
Sale goods: Sale items or special purchases bought in Harrods Sale may be returned for exchange only if returned in their original condition with proof of purchase, during the same sale period or within 14 days of purchase (whichever date is earlier).
Please note that Harrods will only process refunds / exchanges for goods purchased in Harrods. However, Thomas Pink goods purchased in Harrods may be refunded or exchanged in other UK Thomas Pink stores (excluding Selfridges).
BAA store return policy:
London Heathrow stores follow the same return policy as noted above for goods purchased within the UK. However, the BAA also offers a service to customers who make purchases in the London Heathrow stores called the ‘World Shopping Promise’. This policy states that goods purchased may be returned to the BAA within 3 months of purchase. The return is logged with the BAA who refunds the customers postal charges and then sends the goods back to the retailer for exchange or refund. Refunds and exchanges are then handled directly by the retailer. BAA returns and exchanges to Thomas Pink are processed through Customer Services.
For more information on the BAA ‘World Shopping Promise’, please call +44 (0) 870 000 1000 or visit BAA. Information is also available in Heathrow Airport stores.
Discount Outlet Store Returns:
Returns with original receipts within 28 days of purchase: Unused garments or accessories (excluding all undergarments and beachwear) may only be returned to a Thomas Pink Discount Outlet store (Swindon and York locations) for an exchange or credit note.
US Store Returns:
Returns with original receipts within 14 days of purchase: Unused garments or accessories (excluding all undergarments and beachwear) may be returned for an exchange or refund. A refund will be sent by mail within 14 days of the return date for items purchased by cheque.
Returns with original receipt after 14 days of purchase: Unused garments or accessories (excluding all undergarments and beachwear) may be returned for an exchange or Credit Note.
Returns without original receipt within 14 days of purchase: Unused garments or accessories (excluding all undergarments and beachwear) may be returned for an exchange or Credit Note at the current selling price at the current selling price.
Sale merchandise: All sales are final.
Please note that Macy’s will only process refunds / exchanges for goods purchased in Macy’s stores. Macy’s will not accept Thomas Pink Gift Vouchers.
Bangkok Store Return Policy:
Returns with original receipts within 7 days of purchase: Unused garments or accessories (excluding all undergarments and beachwear) may be returned for an exchange or refund.
Returns with original receipt after 7 days of purchase: Unused garments or accessories (excluding all undergarments and beachwear) may be returned for an exchange or Credit Note.
Returns without original receipt within 7 days of purchase: Unused garments or accessories (excluding all undergarments and beachwear) may be returned for an exchange or Credit Note at the current selling price at the current selling price.
Sale merchandise: Sale items must be returned within 7 days of purchase for exchange only.
Dubai (Harvey Nichols) store return policy:
Returns with original receipts within 7 days of purchase: Unused garments or accessories (excluding all undergarments and beachwear) may be returned for an exchange. No refunds.
Sale merchandise: All sales final.
Istanbul store return policy:
Returns with original receipts within 30 days of purchase: Unused garments or accessories (excluding all undergarments and beachwear) may be returned for an exchange or refund. A refund or exchange may be refused if proof of purchase cannot be provided.
