Refund policy

The following policy is for retail customers (i.e. members of the public).

Business customers - log in to your trade account to see our wholesale terms.

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unopened and unused, in its original packaging. You’ll also need the receipt or proof of purchase. Lit candles, and diffusers where the stopper has been removed from the bottle are not eligible for return.

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.

Damages and issues
Please inspect your order upon delivery and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges
The fastest way to ensure you get what you want is to make a separate purchase for the new item, then email us (as above) to return the item you have. 

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at shop@thomasstreet.co.uk.