Returns


How do I return / exchange an item?

We want you to love your Thrift-ola purchases! If for any reason you are not completely satisfied with your purchase, simply return the item or items to us in their original condition within 7 days of receipt. To arrange a return, please e-mail me. Please note that some products are non-returnable – this can be for hygiene reasons (e.g. earrings or hosiery) or practical reasons (e.g. books). These items are indicated in the product description on the website. All sale goods and items which have been discounted are also non-returnable. The cost of returning the item to us is your responsibility and the item is your responsibility until it reaches us. We recommend you send it to us using a delivery service that insures you for the value of the goods, such as Royal Mail’s Recorded Delivery.

Returns for refund

Any returned items will be refunded immediately minus the cost of the initial postage fee. You will be notified by e-mail as soon as this has been done. If a discount was applied to your original order, the amount refunded will be adjusted accordingly.

Returns for exchange

We can only exchange items for a different size or colour. If you require a different product you will need to place a new order online and return the original item for a refund.

Please return your parcel to:

Thrift-ola, 143b Powerscroft road, London E5 0PT, UK

Have you received my return?

Unfortunately we cannot confirm when we have received your return. We do recommend though, that you send your return by a secure postage method, such as recorded delivery. This way you will be able to trace your delivery through the carrier that you used.

Please note that we usually process a refund or exchange within 3 working days of receipt of your return. At this point we will e-mail you confirmation of a refund, or send you your replacement. Please therefore do not contact us until 3 working days have passed since we received your return.

If it has been more than 3 working days since we received your return please e-mail us quoting your name and order number.

When will I receive my replacement?

Before contacting us please take note of the time scales required to process an exchange:

  • Please allow 3 working days from receipt of a return for us process an exchange.
  • Once the exchange has been processed please allow the following additional days for delivery of your replacement item:
    – UK – Up to 4 Working Days
    – European Union – Up to 8 Working Days
    – Rest of World – Up to 14 Working Days

How long will it take to refund me?

Before contacting us please take note of the time scales required to process a refund:

  • Please allow 3 working days from receipt of a return for us to process a refund.
  • Once a refund is processed you will receive an e-mail confirming this (the e-mail will be sent to the same e-mail address as your Order Confirmation e-mail was sent).
  • After receiving the return confirmation e-mail, please allow a further 5-10 working days for the refund to be credited to your account. This time frame is dictated by your bank or card issuer and is outside of our control. Please note your refund will be credited to the same card with which you made your original purchase. If for any reason this is not possible (e.g.. the card has expired) we will send a cheque to your billing address within 2 Working Days.

Part of my order is missing

Unfortunately mistakes can happen. If you have received your order and an item is missing, please e-mail us within 7 days of receipt quoting your name, full address, order number and the missing item and we will investigate the matter further.

Do I have to pay for the return postage?

If you are returning an item, or items, to us for a refund or an exchange then the cost of returning the item to us is your responsibility. Please note, the item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.

If the item you received is faulty, please e-mail us quoting your name, full address and order number, details of the product, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.

If the item you received is not what you originally ordered, please e-mail us quoting your name, full address and order number, details of the product, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.

Why have you not refunded the delivery charge?

Delivery charges (the cost you originally paid to have the order delivered to you) are non-refundable unless you have received an incorrect or faulty item from us.

My order contains a faulty item

Unfortunately mistakes can happen! If the item you received is faulty, please e-mail us quoting your name, full address and order number, details of the product, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.

I have received an incorrect item

Unfortunately mistakes can happen! If the item you received is not what you originally ordered, please e-mail us quoting your name, full address and order number, details of the product, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.