Refunds & Returns
1. Returns and Exchanges
(a) Unwashed, unworn and unused items in original condition may be returned or exchanged upon presentation of the original invoice and a completed returns form within 7 days of receipt for orders within New Zealand and within 14 days of receipt for orders to Australia.
(b) If you have requested a refund we will notify you via email once your refund has been processed. All refunds will be made using the original payment method.
(c) If you would like to exchange an item, please inform us of the style, size and colour that you would prefer. The item from the original order will first be returned and a new order containing the exchanged item will be processed. We will notify you via email once your exchange has been processed. Free shipping back to you on an exchange item is only valid for the first exchange, any future swaps on the same original purchase will be solely the customer's responsibility in full, and you pay all forms of shipping.
(d) As Thomas's is not liable for the loss of an item being returned we recommend that you return it using a courier or registered mail which is fully tracked and traced.
(e) Returns or exchanges of online purchases may be made in person or by post.
(f) If product is faulty because of manufacturing faults, we will endeavour to replace it. In the event we have no replacement stock we will award a store credit or refund.
(g) We will not replace items that have been worn or damaged.
(h) All footwear must be returned with the original box packed inside another box.
(i) For hygiene reasons we cannot accept returns or exchanges on any swimwear, underwear or earrings so please make sure you decide carefully when purchasing these products;
(j) While we attempt to ensure the colour reproductions on our website are as accurate as possible, monitors may display colours slightly differently, so we cannot guarantee that the colour will be exactly as it appears on our website. We do not offer refunds or exchanges on sale items. All sale items are for final sale.
2. How to return or exchange your purchase
(a) Before returning any item please email us firstname.lastname@example.org explaining what you are returning and the reason for the return. We will respond with a returns form which you must complete and enclose with the returned item.
(b) Please send your return back to us with the original invoice and a complete returns form within 7 days of order receipt for orders within New Zealand and within 14 days of receipt for order to Australia. Our address for all returns is:
54 Market St
New Zealand 7201
(c) Please note:
(i) Thomas's is not responsible for the payment of the return shipping. However, if you are exchanging an item for another one, the new item will be shipped back to you for free.
(ii) Further, free shipping back to you on an exchange item is only valid for the first exchange, any future swaps on the same original purchase will be solely the customer's responsibility in full, and you pay all forms of shipping.
(iii) All Australian customers should contact us regarding customs clearance before shipping. Any international order that has been sent to customers under a free shipping offer will be refunded (or exchanged/credited) but will have our delivery cost deducted from the amount refunded.
(iv) Until an item is received at Thomas's, it is your responsibility.