FAQ

At Thousand Miles, we have always strived to provide our customers with exceptional products and experiences. Unfortunately, surging inflation has greatly impacted our operational costs, making it challenging to maintain our operational efficiency. This has prompted us to make the difficult decision to permanently close our UK store, which also serves the EU region, and we believe it is in the best interest of our brand and customers to cease operations here.

We understand that this news may come as a disappointment, and we sincerely apologize for any inconvenience caused. We want to express our deepest gratitude to all our valued customers who have supported us since the beginning. Your trust and loyalty mean the world to us, and we are committed to continuing to serve you in other markets where we can ensure a seamless and exceptional experience.

If you have any further questions or concerns, please don't hesitate to reach out to us. We appreciate your understanding and look forward to staying connected with you.

Currently, we will not be selling to the UK and EU after July 9th, 2023. However, we will keep you informed via email if we are able to serve the UK and EU market through a different store in the future. We are still operating in other regions, including Australia, Singapore, and Malaysia. Please note that these stores only offer delivery within their respective countries. To receive your parcels, you will need to be physically present in the country or arrange for someone in that region to send it to you.

We strived to provide the best prices to our valued customers in the UK and Europe, as we navigate our exit from these markets, we kindly ask for your understanding and cooperation in exercising your rights for exchanges and refunds.

While we aim to honor your statutory rights for all orders placed after 22nd June 2023, we appreciate your support in minimizing the need for returns and exchanges.

Please note that certain products, such as socks, towels, and gift cards, are excluded from our return policy.

Rest assured, our dedicated team will continue to assist you with exchanges and refunds for defective products. We remain committed to ensuring your satisfaction throughout this transition.

To initiate your refund or exchange, please reach out to us at hello@shopthousandmiles.com

You can amend your order within 24 hours, please contact us at hello@shopthousandmiles.com.

We're so sorry the order you received was less than perfect :( We do have a strict quality control process in place however, a few may have slipped through the cracks. We'd love to rectify this and replace the item for you. Please email us a clear picture of the defect at hello@shopthousandmiles.com for us to initiate the replacement process as soon as possible.

We understand it can be frustrating to receive the wrong order. As we support creating jobs for people, this means our fulfilment processes are handled manually by our extremely dedicated logistics team so there may be human error. Please email us a picture of the wrong item received at hello@shopthousandmiles.com for us to initiate the replacement process as soon as possible.

You will receive an email with the your order number when your order is confirmed. Track your order status on our Tracking Page. Please note that orders need up to 48 hours to process and ship. If you still have issues with your order, please email us at hello@shopthousandmiles.com.

Please allow up to 5 - 10 working days for us to assess your return & process your refund or exchange from the day we receive the item.

We accept all Debit/Credit cards, PayPal & Stripe.

For Debit/Credit card & Paypal, please select Paypal as payment method. No account is needed if you're paying with Debit/Credit card.

We deliver to most parts of the world. List of countries will be available during checkout.

You can refer to our shipping rates here. If you have any other questions, please do not hesitate to email us athello@shopthousandmiles.com

We take active steps and measures to ensure that your parcel is free from customs and duties upon dispatch so there will be no extra charges during checkout.

Should your parcel incur any custom fee charges upon delivery within the UK or any countries in the European Union, please clear the custom fees and send us a copy of the receipt at hello@shopthousandmiles.com to get reimbursed. Note that we can only do so with proof of payment (official receipt).

Customs and duties are covered for deliveries within countries in the European Union: Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.

Custom and duties are also covered for deliveries to the United Kingdom.

We do not cover custom charges for countries that are not part of the European Union and not listed above at the moment.

Please ship it to somewhere where someone will be able to sign off for you if you're not around as the parcels require signature for the courier to release the parcel.

In cases where they are unable to deliver it to you, please give the courier a call to rearrange for a re-delivery or a pick up, whichever more convenient for you.

For urgent orders, please select EXPRESS shipping option during checkout. Charges apply.

All of our items ship in 24 hours. Shipping time available here. Note that shipping times are estimates only depending on country's customs jurisdiction.

You will receive an email with the tracking number once your order dispatches from our fulfilment centre. If you have issues with your order, please email us at hello@shopthousandmiles.com .

All orders will be dispatched within 1 working day. If you do not receive your email with the tracking number within 5 working days upon placing your order, please email us at hello@shopthousandmiles.com . so we can rectify the issue for you.

Once your order has been fulfilled and dispatched, you will receive an email with the tracking number. Do check your "Promotions" inbox or "Spam" for the email. If you're unable to locate the email, please email us at hello@shopthousandmiles.com so we can assist you with this. 

If you wish to amend/cancel your order prior to dispatch, please email us at hello@shopthousandmiles.com as soon as possible, preferably within 24 hours from the time the order has been placed. We cannot guarantee that your order will be cancelled upon request as our fulfilment team works very quickly in processing all our orders. We aim to fulfil all orders within the NEXT BUSINESS DAY from the time you have placed an order with us. If your order has been dispatched, we regret to inform you that we are no longer able to cancel the order, but you may return the item to us as per our terms above.

As all of our orders are manually fulfilled by our amazing fulfilment team, we believe that this is a human error but we are committed to make things right. Please do email us at hello@shopthousandmiles.com for us assist you with this. 

We're committed to serve you so please do not worry about this. Do email us at hello@shopthousandmiles.com  for us to rearrange for the right order to be sent your way as soon as possible. 

Please make a new order as we are not able to add on item to existing orders.

We do have an extremely strict quality check in place but sometimes some will slip through the cracks but don't worry. We'd be more than happy to send you your replacement item so please do take a picture of the defect and email it to us at hello@shopthousandmiles.com.

Sure. Please refer here for our exchange policy. 

Please send us an email at hello@shopthousandmiles.com.