REFUNDS and RETURNS
REFUNDS and RETURNS
If you wish to initiate a query regarding a refund/return please contact us here
We want you to be happy with your purchase and offer refunds/returns/store credit where necessary. Please note that this policy only applies to fashion items purchased online. Moreover, these items can not be returned in our partner charity shops, they must be returned directly to us. Our returns policy for online purchases is as follows:
- Returns are accepted by Thriftify - within a 14 day period from the delivery date.
- It is your responsibility to ensure that the return item arrives with us. We recommend that you send your returns via a recorded / registered / insured delivery method as we cannot refund for items which we have not received. Sending your item by recorded (registered) post will also result in you having a tracking number. You can track your return to make sure that it has been received by us.
- Items must be returned to us within 14 days of delivery in the condition in which they were received. You should take care when trying on items to ensure that clothing is not stained with fake tan, make-up deodorant etc. Returns received by us after the 14 day returns period will be re-sent to the customer at the expense of the customer. We cannot accept the customer being away at the time of delivery as a valid reason for a late return - the 14 day return period will begin on the date of delivery, regardless of any event occurring during the 14 day window. Late returns will be returned to the customer at the customers expense.
- The original invoice/order number should be included with the return as it speeds up the refund process.
- Please indicate if you prefer an exchange / store credit or refund for your return.
- If you wish to exchange your item for another style then let us know ASAP so that we can reserve the requested item for you.
- Please note that while we do our utmost to ensure that the images on the website and on social media are a 100% true representation of the product, screen resolution can effect the appearance of an item. We take our own pictures and are happy to provide any further information that you may require regarding the colouring of an item. Printed fabrics may appear a little different, depending on where the print falls on the fabric and where it has been cut - this is normal and natural on printed fabrics and is not considered a fault or distortion.
- Please allow up to 2 weeks for your return to be processed and refunded to your card. If your refund has not been completed within 2 weeks, please contact us and we'll follow it up for you.
- Items which have been marked with make-up, fake tan, other marks / stains, odours of smoke / perfume / bodily odours or items which have had tags removed will NOT be refunded. For hygiene reasons, we cannot accept returns on bodysuits, hair accessories, hats, and jewellery items. Such items will be resent to the customer at their expense. In such circumstances, we will email the customer in order to arrange payment for the item to be returned. These items will be held by us for two weeks from the date the email has been sent.
- The returns must be sent back to us in the same condition that you received an item in. The item MUST BE FOLDED & ZIPPED / BUTTONED and repackaged carefully.
- Refunds for returned items will exclude shipping costs.