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FAQ

FREQUENTLY ASKED QUESTIONS:

How do I contact customer service?

Customer service is available Monday to Friday, 9AM - 6PM EST. You can contact us via email at support@thistleandspire.com. Please allow us 48 hours to get back to you before following up.

What is Thistle and Spire's return policy?

-Merchandise will only be accepted for return 30 days from delivery date.

-All product must be unworn, unwashed, and free of any alterations. Merchandise must have all original tags attached. Panties and bodysuits must have the hygiene sticker.

-We only accept items purchased at www.thistleandspire.com

-We will offer a full refund minus our restocking fee mentioned above for all full-priced items, including those purchased with a discount code or during a flash sale.

-Any sale* item(s) are eligible for store credit only. Sale items are all discounted items within our 'Sale' tab.

-We are unable to accept returns on hosiery, nippies, body chains, and sale items marked FINAL SALE.

-Returns that don’t comply with Thistle and Spire's returns policy will not be accepted and will be sent back to customer.

-If you would like to exchange an item, we kindly ask that you return it for refund or store credit and place a new order.

-If you place an order with a promotion and later return it and reorder another size, we will honor the promotional price. Please reach out to support@thistleandspire.com to have your order price adjusted within 24 hours of placing a re-order. 

How do I process a return?

If you would like to return an item please reach out to support@thistleandspire to receive a return authorization and a domestic return label*. To ensure that returns are quick and easy we will send you a return label and only charge a $5.00 restocking fee, which will be deducted from your refund amount. You'll be refunded via the payment method you originally used to make your purchase once the return has been delivered to us and inspected. For more details on our return policy click here.

*For international orders, we ask that you provide return shipping and note the tracking number for your records.

I have ordered the wrong size/item/color for my purchase, can I exchange it?

Unfortunately we don’t offer exchanges at the moment. You will need to return your item once received. You will get a refund and then can place a new order with the desired products. We apologize for the inconvenience.

How and when will I receive a refund for my return?

The refund will be made using the payment method chosen for the online purchase. The refund will be processed once the item(s) is received and inspected.

Returns are processed once a week, if your item is received the day after we processed returns, you won’t be refunded until the following week. Please give our warehouse 2-3 weeks to process your return before reaching out.

Do I have to pay to return my order?

To ensure that returns are quick and easy we will send you a return label and only charge a $5.00 restocking fee, which will be deducted from your refund amount.

When will my order be shipped?

Normally orders placed by 12pm Monday-Friday will be shipped on the same business day. Orders placed during the weekend won’t be shipped until the next business day. During high volume periods orders may need more than one business day to be processed.

How long will it take to receive my package?

-For standard shipping, 3-6 business days

-Fedex 2 day, 2-3 business days depending on when placed (orders placed Monday-Friday before 2 pm should go out same day)

For example: If you make your order Friday after 2pm, the order won’t be process until Monday morning, and you won’t receive your package until Wednesday.

For International expedited, 3-5 business days.

For International Standard, 10 to 25 days depending on location.

How are Thistle & Spire products made?

In order to provide beautiful and obtainable products we work with a small handful of high quality lingerie factories in China. These factories are all complaint with local health and safety laws to promote healthy working conditions. In addition our Head Designer and Founder personally visits and inspects every factory we work with in order to meet the workers, and evaluate the suitability of the factory work environment. It is very important to us as a company to provide the best product that we can, in addition to providing a safe and comfortable environment for the people who manufacture these garments. 

Why can’t I find my size?

We are a tiny company and don't have the capability to make the entire bra size range just yet. A great deal of time and investment goes into perfecting and engineering each and every size. We want to make sure that all sizes fit perfectly when we do expand our size range.

It is our long term goal to grow the size offering. We are working towards that goal, but it's going to take us a little time. Thank you for your patience

Why does it take so long to grow your size range?

Our story started when our founder decided to quit her full-time job and take a chance designing her own line of lingerie. She did this without any deep-pocketed investors so she started with a handful of sizes and we've been working to grow that since. Each and every size is an investment when factories have high minimums. We're growing every aspect of the business as fast as we can with the limited resources we have.
 
Every order we place for inventory going forward will have XL as a standard size as well as a few new bra sizes that we've added to our core range. We've been working towards this size expansion for a year and a half and are very excited to launch this and start working on our next. Our design team is only two women strong and they have to work 1.5-2 years out due to the production timeline which is why it's going to take us some time.

How does after pay work?

Payment is automatically deducted from your credit card in four equal payments each fortnight and your order is shipped. Once your return has been processed by us if you have any questions please reach out to the after pay customer support team.

How does Paypal e-check work?

The payment takes a week to be released. As soon as this happens we will ship your product to you.

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