Returns | Thom Browne

Returns

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Returns -

Make a return

To process a return, please enter the ten-digit order number and associated email address below or log into your account and initiate your return via the Order History page. Should you encounter any issues, please contact [Client Service](/content/pages/contact "Contact Us"/index.html).

Please process your return on our international returns portal.

Order Number

Email Address

Start a return

Invalid order or email

Ship a return

If your return contains multiple items, each item must be boxed and returned separately based on the stockpoint(s) and carriers that fulfilled the order. This will ensure no delay in refund processing.

Return labels are provided during the final stage of the online returns process or via Client Services. Save a copy of the label or tracking number for your records as you can use this to track your return shipment. Please note that we can only collect returns from the same country to which the order was delivered.

We recommend dropping your return off within 7 days of receiving your order to ensure that it delivers back within the 14 day return window.

UPS

Affix the return shipping label to the box securely, ensuring to remove or cover the original shipping label to prevent delays. Drop the parcel at your nearest UPS facility.

DHL

Affix one return label with 3 barcodes on the outside the parcel, ensuring to remove or cover the original shipping label to prevent delays. Do not seal until the courier has reviewed the contents for customs compliance. If requested, hand the Waybill document to the DHL courier. To schedule your complimentary return pickup...

over the phone:

Visit DHL EXPRESS and select your country
Navigate to "Contact Us" found at the bottom of the page
Call the number listed ensuring you have your tracking number available

online:

Visit DHL EXPRESS and select your country
Click "Schedule a Pickup" or "Request Courier Pickup"
Indicate you have a return label and enter your tracking number
Enter your details and select a suitable timeslot

Please note that return collection is based on location and may not be offered in all regions. Depending on your location, you may also have the option of dropping your parcel at a DHL Service Point. Please find your nearest DHL Service Point here.

Return in store

If convenient, you are also invited to drop your return(s) at your local Thom Browne store. Please note however, refunds are not immediately processed for e-commerce orders returned in store. The refund will be issued once the items are shipped, delivered, and processed by the fulfilling stock point.

Receiving a refund

Please allow up to 5 business days for your refund to be processed upon receipt of your return. You will receive an email confirmation once the refund has been processed. Depending on the policy of your financial institution, it may take 5 days for the credit to appear on your statement. Refunds will be issued exclusive of shipping costs.

Please note that you have 30 days to contact us upon return pickup or dropoff to ensure we have acknowledged and received it. If you contact us after this 30-day period, we cannot guarantee a refund.

Should you encounter any issues, our Client Service team will be happy to assist.

Policy

Returned products must conform to our returns policy below.

Products must be returned within 14 days of delivery, unless otherwise stated.

You have a legal obligation to take reasonable care of the products while they are in your possession, and you must return them in the same condition in which you receive them (except to the extent reasonably necessary to examine them). This includes the following guidelines:

Products should be returned unworn (other than to try them on), unwashed, undamaged and unused with their original tags and secure packaging (as relevant).
Footwear and accessories should be returned in the original boxes provided and inside a protective shipping box.
If the Product comes with a security tag this should be left on.
Hosiery should only be returned if it is unopened and is in its original package.
Lingerie and swimwear must only be tried on over your own lingerie garments.
Fragrance and personalized or customized items are final sale and cannot be exchanged or refunded unless there is a manufacture defect.

If you fail to comply with the above obligations (including the conditions of return), we may refuse the return and ship the product(s) back to the shipping address on file.

You cannot cancel a contract for the supply of any of the following Products:

Any products that have been personalized or made to your own bespoke specifications unless such Products were damaged or faulty when delivered to you or have been incorrectly delivered
Any garments that have had a hygiene label or seal removed or broken.

Personalized and customized products

Due to the nature of personalized and customized Products, returns, changes or cancellations are at our discretion. In exercising this discretion, we will have regard to the level of personalization and customization and also reserve the right to offer a store credit rather than a monetary refund. Store credit is valid for 6 months from the date of issue. This does not affect your statutory rights. Please note, that personalized and/or customized Products may have a long lead in time before shipping, but payment will be taken at the time of or shortly after you submit your order and in advance of shipping.

Restrictions

Items may be blocked from return and/or require additional support from Client Services when:

+14 days from the delivery date have elapsed
There is a misalignment between order data and return authorization details

Cancellation under CCR

Depending on where you live, you can also choose to cancel your order under the CCRs (Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013). If you chose this option, we will refund you the full price for any returned item that meets our Returns Policy and the original delivery fee; however, you will be responsible for the cost and arrangement of returning the item(s) you ordered from.

Please view our Terms for further information on cancelling an order under the CCRs or contact our Client Services for assistance

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