FREQUENTLY ASKED QUESTIONS

We’re so happy you’re here. Below are answers to our most common questions.

GENERAL QUESTIONS

What happened to a designer/brand you used to carry?

Our assortment is thoughtfully curated and naturally evolves over time. Occasionally, we may pause or discontinue carrying certain designers due to:

  • changes in quality or consistency
  • limited availability or production delays
  • shifting seasonality or fit within our assortment
  • low customer demand

If you’re looking for something specific from a past designer, feel free to reach out. We’re happy to suggest a similar line we currently carry when possible.Please note that we’re not always able to special order items from brands we no longer stock.

What charities does Thistle Hill support?

Giving back is part of what we believe in at Thistle Hill. We’re proud to support organizations doing meaningful work locally and beyond.

To learn more about the charities we partner with and contribute to, please visit:
World Central Kitchen | Soles 4 Souls | Best Friends Animal Society

Thank you for shopping small. Your support helps make this giving possible

Do you accept designer or brand submissions?

We appreciate your interest in Thistle Hill.

Yes,Please contact us using our vendor contact form with your line sheet and catalog if possible. If we find your line aligns with our current assortment, we’ll follow up.

Please note: due to volume, we may not be able to respond to every inquiry.

FIT & SIZING

How do I know if something will fit?

We always include as much detail as possible in each product description which are typically provided by the designers themselves. This includes descriptions, materials, and measurements when available. If you’re between sizes or unsure, we recommend sizing up for a more comfortable fit. 

What do sizes mean across different brands?

Sizing varies widely by designer, and there is no universal standard. A “small” in one brand may fit like a “medium” in another. Some of our designers and brands also reference sizes in number scales, like 1, 2, 3. We recommend looking up the size charts for the brand or designer you’re eyeing unless one is already provided on the product page of our website.

Whenever we can, we include brand-specific fit notes in the product description. If you’re unsure, we’re happy to help you choose the best size and highly recommend trying on styles in store when possible.

Do you offer measurements?

Yes. Whenever possible we include measurements and size charts on the product page. If you don’t see them listed, contact us and we’ll do our best to measure the item for you.

TRY ON & RETURNS

Can I try something on and return it if it doesn’t fit?

In most cases, yes. Eligible items may be returned for store credit or exchange if requested within our return window and the item is returned in its original condition.You can view our entire return policy here.Items must be:

  • unworn and unwashed
  • free of fragrance, deodorant, makeup, or pet hair with all original tags attached
  • returned in original packaging when applicable.

(Final sale categories and exclusions apply.)

Can you make an exception on returns or exchanges?

We understand that things come up, but to stay fair and consistent as we are a very small business, we’re unable to make exceptions to our return policy.That said, if something arrives damaged or there’s an issue on our end please contact us right away and we’ll do our best to make it right.

What items are final sale?

The following are final sale and cannot be returned or exchanged:

  • Jewelry
  • Footwear
  • Hats
  • Handbags
  • Wallets
  • Body Care
  • Food Items
  • Sale items (including items purchased with a promotional code)

DO YOU OFFER REFUNDS?

Currently, approved returns are eligible for store credit or exchange only.

SHIPPING & PACKAGES

My package says “delivered” but I don’t have it. What should I do?

If your tracking shows “delivered” but the package isn’t there, we recommend:

  • checking around your home/building (porch, side door, mailroom)
  • confirming with neighbors
  • waiting 24 hours (carriers sometimes scan early)

If it still hasn’t arrived, pleasecontact the carrier along with the tracking number that we have provided.

My package is lost. Can you replace it?

Once a package is in the carrier’s possession, delays or loss are unfortunately out of our control. However, we will absolutely help you file a claim or locate the shipment. We ship all packages through UPS and are covered by lossprotection. You can submit a claim at UPS here for any lost packages.

If your package appears lost in transit, reach out with your order number and we’ll assist you as quickly as possible. 

My order arrived damaged. What do I do?

Please email us within 48 hours of delivery with:

  • your order number
  • clear photos of the damaged item
  • photos of the packaging (if applicable)

We’ll review and help resolve it right away.

IN STORE SHOPPING

Can I try things on in person?

Yes! We’d love to see you inthe shop. Trying items on in person is the best way to confirm fit, especially for brand specific sizing.

13 Walden St.

Concord, MA

What are your store hours?

Our Shop hours are posted & updated on the main page of our website or our instagram page.

We always recommend confirming current hours on our website or Google before stopping by.

What items are final sale?

The following are final sale and cannot be returned or exchanged:

  • Jewelry
  • Footwear
  • Hats
  • Handbags
  • Wallets
  • Body Care
  • Food Items
  • Sale items (including items purchased with a promotional code)

I emailed you but haven’t heard anything. When will you respond?

Our inbox is managed by one person, so responses may take up to 48 hours during our business hours on Tuesday - Saturday. Our emails are answered in order of priority and urgency.

Please note that we are not able to respond to emails on our days that we are closed.