FAQ
Explore some of the most frequently asked questions about Thomas Street; our products, delivery and customer service.
Shipping & Delivery
How much does delivery cost?
All orders over £30.00 benefit from free delivery.
Delivery on orders under £30.00 costs £3.50
How long does delivery take?
We aim to deliver 4 working days after your order has been placed. Our working days are Monday - Friday, excluding bank holidays. In busy periods, delivery times may be longer.
Can I track my order?
Yes; at checkout we ask for an email address and/or phone number. Depending on the contact details you provide, we will send an email and/or SMS with a link to track your order once shipped.
Refunds & Returns
What is your return policy?
You have 30 days from the day you receive your order, to request a product exchange or refund. Please see our full return policy here.
How do I return an item?
To start a return, you should contact us at shop@thomasstreet.co.uk. Let us know whether you want to exchange for another item, or a refund.
Once we have approved your return by email, please send your items to the following address:
Thomas Street Returns,
Unit 201 Jubilee Trade Centre,
Pershore Street,
Birmingham,
B5 6ND.
Make sure you include your order number (e.g. TS1234) with the package - without this we won't know who sent it!
Items sent back to us without first requesting a return will not be accepted.
Any shipping fees you paid on your order are not refundable. You are also responsible for the cost of returning items to us.
How long do refunds take?
Once we receive your returned item(s), we will issue your refund by the end of the following working day. It will then take 3-5 days to show in your account, depending on your bank.
Can I swap for another fragrance?
Of course - buying home fragrance online is hard when you can't smell before you buy!
If you receive your order and you think there is another fragrance you'd prefer, contact us and we will arrange an exchange.
Products
How do I choose a fragrance without smelling it first?
Check out our Fragrance Guide to help you decide what will work for you.
Where are your products made?
Thomas Street candles and reed diffusers are hand made by us in our own workshop in Birmingham, England. Unlike many home fragrance brands, we do not pay other companies - here or abroad - to make our products.
Are your products safe?
All home fragrance products come with some level of safety risk, but if you carefully read and follow the guidelines on the product and our website, you should be able to enjoy Thomas Street candles and diffusers without any issues.
You can read full safety guidance here, and below are some of the most vital points.
- Always trim candle wicks to 5mm before lighting
- Never burn a candle for more than 4 hours
- Do not burn the final 1cm of wax
- Snuff out candles, do not blow out
The Company
How independent are you?
We are a tiny company, with no outside investment! There are currently only two of us here, so when you shop with Thomas Street, you order makes a real difference to our lives!
Is Thomas Street a person?
No, Thomas Street is the street on which the brand was first created! We have since moved across town, but our name is a reminder of where it all began!
Are you hiring?
We currently have no in-house positions, but if you are a freelance content creator or there is some other way you think you could add value to our company, do get in touch!
Can I visit your workshop?
Due to the nature of our work (hot wax, shelves full of glass, etc!) we are unable to welcome visitors to our Midlands workshop. Please visit one of our lovely stockists to try before you buy!