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    Returns & Exchange Policy

    To initiate a refund/exchange, please email us at hello@shopthousandmiles.com.


    TERMS & CONDITIONS FOR REFUNDS/EXCHANGE

    We understand that buying online can be tricky without having seen the actual product or try it on. With that in mind, we happily accept returns and exchanges within 45 days from the point of purchase on condition that:

    • Returning items purchased on Closure Clearance Sale: 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 

    • Returned items must have tags intact and be returned in its original packaging. 
      - For sanitary reasons, AirMesh can only be returned/exchanged if the packaging remains unopened.

    • Returned items must not be soiled, washed or altered, with no visible signs of wear or tear

    • For exchanges, the purchaser may keep the original item received. However, the replacement shipment fee will be borne by the purchaser based on their region and initial order value.

    • Free gift or any complimentary that came with the purchase has to be sent back for all return requests.Any missing items will be deducted from the amount refundable of your purchase.

    Note: subject to your right to cancel and your statutory rights, products excluded from return are: socks, towels and gift cards.

      Returns & exchanges will be shipped to our warehouse in Netherlands.

      Thousand Miles reserve the rights to reject a refund or exchange requests for returned item(s) that do not comply with above terms. Please note we can only grant exchanges once.

        For a refund, shipping fees paid are not refundable. Refunds are only provided after products are received and processed at our warehouse.

        Please note that refunds are strictly not allowed for items that have been exchanged.

        HOW LONG WILL IT TAKE FOR MY REFUND/EXCHANGE TO BE PROCESSED?

        • 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.
        • Refunds may take up 10 business days to be credited back into your original mode of purchase.

         

        DEFECTIVE PRODUCTS

        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.

         

        I GOT THE WRONG ORDER

        Oh no! 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.


        ORDER CANCELLATIONS

        If you wish to 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.

         

        ALL OTHER QUERIES

        Please view our FAQ page or contact us at hello@shopthousandmiles.com.