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We want you to be completely satisfied with your online purchase. Should you need to return an item, please review the complete details of our Merchandise Return Policy below to determine if any special conditions apply.
MERCHANDISE RETURN POLICY
We accept online merchandise returns via mail only; online merchandise cannot be returned to our store.
Returned merchandise must be in new condition. If you are returning a product listed below, please check to make sure your return meets the conditions described.
Dresses and Accessories: Must be in original condition - unworn, unwashed, unaltered, undamaged, clean and free of lint and hair - and must have the tags intact and attached.
If the product is defective, please provide a detailed explanation in the return package (see additional notes below).
Items that cannot be returned:
Personalized and dyed items are final sale, no returns, no exchanges.
Custom made items are sold "as is"and cannot be returned.
Process for Returning Merchandise
Step 1:
Obtain a Return Merchandise Authorization (RMA) Number within 14 days of the date we shipped your order. Please note: returns will not be accepted without an RMA Number. RMA Numbers expire 14 days after the date they are created; the return will not be accepted if it is received after that time.
To create an RMA Number, please request one via email at [email protected]. Enter your order number and the email address used when placing the order. Your order number can be found on your confirmation email, shipment email, and packing slip. Click on the order to view order details.
Step 2:
Once the RMA is created, you will receive an RMA confirmation email. Your confirmation will include the RMA Number, as well as address where you should ship your return. Please include a brief note describing the reason you are returning the merchandise and write the RMA# on the outside of the shipping package.
Important Note: For your protection, please send your return via a shipping service that can be tracked, such as Registered USPS, FedEx, or UPS. Please be sure to keep your receipt, as well as the tracking information associated with item(s) returned. We cannot guarantee refunds for returns sent via a non- traceable method.
Step 3:
Once received at our facility, your return will be processed within 5 to 7 business days. Credits are processed upon confirmation and inspection of the return. You will receive an e-mail notification confirming your return has been processed. Please allow up to two billing cycles for the return credit to appear on your credit card statement.
Please note, credits are processed for the original cost paid for the merchandise and tax. Shipping and handling fees will not be refunded.
If you return an item in unacceptable condition we will not be able to process a refund and will therefore ship the merchandise back to you.
Merchandise Exchanges
If you would like to exchange an item, please obtain an RMA Number for the original item you ordered and return it following the instructions above. The same terms and conditions apply as noted in the Return Policy above. We do not offer exchanges via mail, so please place a new order for an alternate item at your earliest convenience.
Defective, Damaged or Mis-shipped Items
For defective, damaged, or mis-shipped (item shipped was not item ordered) items, the issue must be reported within 14 days of receiving shipment. To report such items, contact our online customer service team immediately via the e-mail address listed on your packing slip.
Depending upon stock availability, Thompson Holding Co. will attempt to replace defective, damaged, or mis-shipped items. If a replacement cannot be issued, you will receive a refund for the purchase price plus shipping and handling fees for the item(s).
For all other items, shipping and handling fees will not be refunded. (Note: Refunds for the return shipping fee are calculated using the lowest cost shipping method. Items returned via expedited shipping methods will only be refunded an amount equal to the lowest cost shipping method).
Our order fulfillment and shipping systems are designed to send orders quickly and efficiently. Processing begins as soon as an order has been placed, therefore we cannot change, cancel or modify orders once they have been confirmed. Note that this includes product changes as well as payment, shipping address and shipping method.
Thank you for choosing Thompson Holding Co. for your wedding gown.
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