ORDERS
What is my order status?
We keep our customers updated about the status of their order via email as well as on your Thistle Hill customer account. You will receive email notifications when your order is confirmed, fulfilled, shipped, out for delivery, and upon delivery.
You can check the status of your order by creating an account or logging in to an existing account on our website with the email address you used to create your online order.
You can log in or create an account by clicking here.
Can I cancel my order?
We do not accept order cancellations at this time.
What payment methods do you accept?
We accept all major credit cards, debit cards and Apple Pay.
How can I use a promotional code?
Promotional codes can be applied at checkout.
How is sales tax applied?
As required by law, sales tax is collected in select U.S states. Sales tax is automatically calculated and charged at checkout based on your shipping address. Orders placed on our website for local pickup will be charged Massachusetts state sales tax rates.
How do I stop getting emails related to my order?
We are not able to disable customer email notifications. These are a service offered by Shopify, our host and provide insightful guidance for both our customers and us into the status of your orders.
You can subscribe from our email marketing content at any time by contacting us directly to ensure you are not on our email lists.
SHIPPING & RETURNS
What is your shipping policy?
Once your order is placed, we ship within 1 to 3 days via USPS or UPS. Shipping rates are calculated at checkout. Once shipped, packages generally take 3 to 5 days to arrive for domestic orders & will require signature.
What is your return policy?
Final Sale (No Returns / No Exchanges):
- Jewelry
- Footwear
- Hats
- Hand Bags
- Wallets
- Body Care
- Food Items
- Sale items (including those purchased with a promotional code.)
Eligible returns may be approved for store credit only or exchange and must be requested within 5 days of delivery. Items must be unworn, unused, and returned with all original packaging, tags, dust bags, and/or boxes.
To request a return, please submit our Return Request Form. Requests that do not meet these requirements will not be approved, no exceptions.
In-store purchases: Returns are accepted within 7 days for store credit or exchange only (final sale exclusions apply)
How do I make a return?
To initiate return please contact us at hello@shopthistlehill.com within 5 days of delivery so that a RA# can be issued.
Return requests made after 5 days will not be accepted.
Returns need be sent to:
Thistle Hill
13 Walden Street
Concord, MA 01742
All returns are required to be sent by a traceable carrier and be fully insured. We are not responsible for missing packages.
A merchandise credit code will be issued once returned merchandise is inspected & processed. Please allow up to 3 days for your returned merchandise to be inspected & processed.
You will receive a confirmation and return receipt by email when your exchanges/refund is processed.
What do I do if I receive a damaged item?
Damage claims must be made within 24 hours of package arrival. Please send photos of the damage as well as a brief description of the damage to hello@shopthistlehill.com
What happens if my package is lost or stolen?
Thistle Hill is not responsible for lost or stolen packages. Once the tracking information shows your package as delivered to the address listed on your order, we are no longer liable for the package. If you believe your package has been lost or stolen, please open a claim with the shipping carrier. Your shipment tracking number can be found on our website by logging in to your customer account here or referencing your shipping confirmation email.