Help and FAQ
Orders and shipping
How can I track my order?
The day your order leaves, we email you a tracking link. You can also track it here with your order number and email.
How long does shipping take?
We pack orders within 1 to 2 business days. Delivery times for each shipping method are in our Shipping policy.
Do you offer free shipping?
Yes, on orders over $150. Below that, the cost is shown in your cart before you check out.
My package is late. What should I do?
Check the tracking link first. If it hasn't moved in 3 business days, email us with your order number and we'll chase the carrier.
Can I change or cancel my order?
Yes, until it's packed. Write to support@thornburyshop.com as soon as you can. Once it ships, you can return it free within 60 days.
Can I send an order as a gift?
Yes. Ship it to the recipient and write "Gift" and your message in the order note in your cart. Gift orders have no prices anywhere in the box.
Returns and refunds
What is your return policy?
Free returns for 60 days from delivery. Anything unused and in its original condition can come back with our prepaid label. Read the Return and refund policy.
How do I start a return or exchange?
Start it here with your order number and email, or write to us. We email a prepaid label within one business day.
What are my options?
A refund to your original payment method, an exchange for another size or color, or a Thornbury gift card.
When will I get my refund?
Within 3 business days of your return reaching us. Your bank may take another 5 to 10 business days to show it.
Something broke after a few months. What now?
If it failed in normal use within a year of delivery, The Thornbury Guarantee covers it: we repair it, replace it or refund it. Email us a photo and your order number.
Payments and discounts
What payment methods do you accept?
Visa, Mastercard, American Express, Discover, Shop Pay, Apple Pay and PayPal. See our Payments policy.
Can I use more than one discount code?
One code per order.
Do you sell gift cards?
Yes. Thornbury gift cards are delivered by email and never expire.
Products and sizing
How do you choose what you sell?
Every product passes three tests: built to last, still beautiful in ten years, honestly priced. See how we choose.
How do I find my size?
Every clothing page lists the garment's measurements. Compare them with a piece you own that fits well. Our Sizing information shows how to measure.
Do your clothes fit true to size?
Most do. When a piece runs small, large or relaxed, the product page says so.
What are your products made of?
Each product page lists the materials, where it's made and how to care for it.
Customer support
How can I reach you?
Email support@thornburyshop.com or call 1 (800) 689-3961, Monday to Friday, 9 am to 5 pm ET. A real person answers within one business day.
Do you take bulk or corporate orders?
Yes. Email us with what you need and "Bulk order" in the subject line.