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 Holiday return policy?
Our Holiday return policy is effective from November 28, 2024 at 12:00 AM EST to December 31, 2025 at 11:59 PM EST. Please note that we are closed on December 26, 2025.
In-store purchases made between November 28, 2024 and December 23, 2025 must be returned on or before December 31, 2025 for store credit only.
Online purchases made between November 28, 2025 and December 16, 2025 must request a return before December 31, 2025. Returns must be postmarked by January 2, 2025 to be eligible for return.
ONLINE RETURN POLICY
Jewelry, Footwear, Hats, Bags, Wallets, Beauty Items and Food Items are all final sale. They are not eligible for return or exchange. No exceptions.
All sale items are final sale, including those purchases when a promotional code has been applied.
All merchandise must be returned in the same condition in which it was received: unworn, unwashed, with receipt, dust bags, tags and/or boxes.
Return requests after 5 days will not be accepted.
APPROVED RETURNS
To initiate return please contact us at hello@shopthistlehill.com within 5 days of delivery. At that time, an RA# will be issued. Please include the original order number in your request.
Returns need be sent to:
Thistle Hill
13 Walden Street
Concord, MA 01742
All returns are required to be sent within 3 days of receiving your RA#. Returns must be sent via a traceable carrier and be fully insured. We are not responsible for missing packages.
All returns must be agreed upon with Thistle Hill or they will not be accepted.
RETURN CREDITS
A merchandise credit will be issued once returned merchandise is inspected & processed. Please allow up to 3 days after we receive your return for your returned merchandise to be inspected & processed. You will receive a confirmation and return receipt by email when your exchanges/refund is processed.
STOLEN PACKAGES
Thistle Hill is not responsible for lost or stolen packages. Once a package is delivered to the specified address, our liability ends. If you believe your package has been stolen, we recommend filing a claim with the carrier. You can find your shipment tracking number by logging into your customer account on our website or by referring to your shipping confirmation email.
IN STORE RETURN POLICY
Jewelry, footwear, hats, bags, wallets, beauty items, food items and sale items are all final sale. They are not eligible for return or exchange. No exceptions.
IN STORE PURCHASES
We will accept returns within 7 days for exchange or store credit only. Items must be in original, unworn, unused condition with tags attached. Items must be in their original condition—unworn, unwashed, unaltered, and undamaged—with all tags attached. Returns that show any signs of wear will not be accepted.
If you have any questions or concerns please call our team during our regular business hours before checking out. Reach us at (978) 369-3008 or email hello@shopthistlehill.com.
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.