Shipping policy

 

  • Customers are responsible for tracking their parcels. Shipments may be returned to the sender by the courier due to an incorrect address or a delivery issue. Updates specific to the reason will be available on the tracking details of your order.

  • Depending on the return reason, re-shipping fees will be due if you would like us to resend your parcel.

    The following return reasons require a re-shipping fee –

    • Refused or Rejected –  Parcel refused or rejected by the addressee.

    •  Unpaid customs taxes – import tax or extra fees not settled by the recipient.

    • Insufficient/Incorrect address – recipient incorrectly inputs a wrong addressee or incorrect address information supplied by the customer.

    • Unclaimed – Parcels left in local customs & post office & were not claimed during the allotted time

     

    Upon receiving returned/refused packages, we can attempt to resend the package; however, the customer will need to pay additional shipping costs, we cannot recover the shipping charges on returned/refused packages. Keep in mind, for international shipments, it can take up to 6 weeks for returned/refused packages to be returned to sender. When the carrier returns an undeliverable package to us, we will reach out to arrange a second shipment or issue a refund for the item(s) minus any return fees & shipping charges.

    Please note: Orders returned to sender by the recipient’s refusal are considered an unauthorised return & may be subject to a restocking fee. Postage costs on returned orders are non-refundable.

    Until a package has been returned to us or officially declared lost, we are unable to reship or refund the order.

     

  • We aim to have all orders out within 4-5 business days, as the band fulfils all orders. Delivery times vary depending on service & location.  Please allow some extra time for order processing during busier times of the year, during sale events or times that Thornhill are on tour and away from home. 

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  • Please track via the courier website & allow 24-48 hours for updates to appear on their system. Once the order is shipped, we no longer have control over the journey or updates of the parcel. If your order is delayed for any reason, we recommend you contact the courier company for more information. Your tracking link in your dispatch email will provide you with the latest updates.

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