Return & Refund Policy
Free returns for 60 days. If something isn't right, send it back and we'll refund or exchange it.
Return eligibility
- Start your return within 60 days of delivery.
- Items should be unused and in their original condition, with tags and packaging. Clothing should be unworn and unwashed, though you're welcome to try it on at home.
- These can't be returned: gift cards, personalized or made-to-order pieces, and anything marked "Final sale" on its product page. They're still covered by The Thornbury Guarantee if they fail in normal use.
How to start a return or exchange
- Go to our returns page and enter your order number and email, or email support@thornburyshop.com with your order number.
- We email you a prepaid return label within one business day.
- Pack the items securely, ideally in the original box, attach the label and drop the parcel with the carrier within 14 days.
Please don't mail returns to our office address. Parcels without our return label can be delayed or lost.
Your options
- Refund to your original payment method.
- Exchange for another size or color of the same piece, if it's in stock. We ship it free.
- Thornbury gift card for the full amount, sent by email.
We send your refund, exchange or gift card within 3 business days of your return reaching us, and email you when it's done.
Return shipping
Returns within the United States are free with our prepaid label. Shipping charges from your original order are refunded when the return is our mistake, such as a damaged, faulty or wrong item.
Cancellations before shipment
You can cancel any order that hasn't been packed. Email us as soon as you can, and we'll refund you in full. Once it ships, return it free instead.
Damaged, faulty or wrong items
Email us within 7 days of delivery with your order number and a photo. We'll send a replacement or refund you in full, including shipping, and you won't need to send the item back unless we ask. If something fails later, within a year, The Thornbury Guarantee covers it.
Gifts
If you received something as a gift, start a return with the order number on the packing slip. We'll refund you with a Thornbury gift card, and the person who sent it won't be told.
Refund timing
Refunds go back to your original payment method. Banks usually take 5 to 10 business days to show them after we send them.
Late or missing refunds
If 10 business days have passed since our refund email and you still can't see it, check with your bank first, since refunds can take time to post. Then write to us and we'll trace it. Please talk to us before you open a dispute with your bank: we can usually fix things faster.
Agreement at checkout
By placing an order, you agree to this policy. It doesn't affect your rights under consumer protection law.
Questions
Email support@thornburyshop.com or call 1 (800) 689-3961, Monday to Friday, 9 am to 5 pm ET.
Thornbury, 42 Broadway, New York, NY 10004, United States