Shipping & Returns
Delivery details, caring for your order and how to return an unused item.
Free UK Delivery
On qualifying orders of £30 or more
Dispatch in 1–3 Working Days
Monday to Friday, excluding bank holidays
30-Day Returns
For unused products under our returns policy
Start a Return
Email hello@thamesandred.com with your order number to begin your return.
UK delivery
We currently deliver within the UK. The final delivery charge and available delivery options are shown at checkout. We do not currently offer international delivery.
Preparing your order
We aim to dispatch orders within 1–3 working days. We process orders Monday to Friday, excluding bank holidays. Dispatch time is separate from the estimated delivery time shown above.
Once your order has been dispatched, you will receive a dispatch confirmation email. Where tracking is available for your delivery service, we will include the details in that email.
Delivery estimates and delays
Delivery times are estimates rather than guaranteed arrival dates. Busy periods, bank holidays and courier disruption may affect delivery. If your order has not arrived within the expected timeframe, email hello@thamesandred.com with your order number so we can investigate.
Damaged, incorrect or missing orders
If an item arrives damaged or you receive the wrong product, email hello@thamesandred.com with your order number and details of the issue. Photographs of the product and packaging can help us investigate, so please include them if possible. Keep the item and packaging while we advise you on the next steps.
If your parcel is missing, contact us so we can investigate with the delivery provider. We remain responsible for resolving delivery problems with your order.
Our 30-day returns offer
Changed your mind? You can return unused products under our 30-day returns offer. Email hello@thamesandred.com within 30 days of delivery, then send the items back within 14 days of telling us.
Products must be unused and in their original packaging for this voluntary offer. We cannot accept products that have been used under this offer. Gift sets must be returned complete. This offer is in addition to your statutory rights, which are explained below.
Return postage and labels
We do not supply return labels. For change-of-mind returns, you are responsible for arranging and paying for return postage. Pack the items securely and keep proof of postage; we recommend a tracked service.
If an item is faulty, damaged on arrival, incorrect or not as described, please contact us before posting it. We will explain the next steps and cover reasonable return costs where required by law. We do not supply a return label; where a return is needed, we will agree a suitable arrangement for reimbursing those costs.
How to return an item
- 1
Contact us at hello@thamesandred.com with your order number and the item you wish to return. A reason is optional for a statutory cancellation.
- 2
We will provide the return address and instructions. Please use that address rather than assuming the registered office is our returns address. Your cancellation notice does not depend on receiving authorisation.
- 3
Pack the item securely, arrange postage and retain your proof of posting. Return eligible items within the applicable timeframe.
- 4
We will confirm your refund once it has been processed. Refunds are made to the original payment method.
Your statutory cancellation rights
For eligible online purchases, you can tell us you wish to cancel within 14 days after delivery, then send the goods back within a further 14 days. You do not need to give a reason. You may inspect goods as you would in a shop; opening an outer presentation box alone does not automatically remove your cancellation rights.
If a product was supplied with a hygiene seal and is unsuitable for return for health or hygiene reasons, the statutory cancellation right is lost once that seal is broken after delivery. Where cancellation rights still apply, we may reduce the refund to reflect any loss in value caused by handling beyond what is necessary to inspect the goods, including use. This does not affect rights for faulty or misdescribed products.
Refunds and faulty products
For statutory cancellations, we refund within 14 days of receiving the goods back or receiving evidence that you have sent them, whichever is earlier. If you cancel your whole order, we also refund the standard outward delivery charge; any extra paid for an upgraded service is not refundable under the cancellation rules. For eligible returns under our extended offer, we refund within 14 days of receiving the items.
If goods are faulty or not as described, you normally have a 30-day right to reject them for a refund, with further rights after that period. Any refund following an agreed statutory rejection is paid without undue delay and within 14 days of that agreement. These rights apply even if a product has been opened or used, and apply to sale items too. Nothing in this policy limits your statutory rights.
Questions about delivery or returns?
Email hello@thamesandred.com or visit our FAQ.