Shipping policy

Thalia Collective Shipping & Delivery Policy 

We proudly offer worldwide shipping. Delivery costs are calculated at checkout after you’ve entered your address. For some remote areas, there may be additional fees or slight delays; we’ll always notify you before dispatch if this applies.

Please note:

  • Orders are not processed on weekends or UK public/bank holidays.
  • International public holidays may also affect local delivery times.

Once your order has been shipped, it cannot be cancelled through our system. However, you may still exercise your statutory right to return the order within 14 days of receipt (see our Returns Policy).

 

1. SHIPPING INFO

Where We Deliver

1.1. If we find that we're unable to deliver to your chosen address, we’ll inform you via email and issue a full refund within 14 working days of your order being placed. Refunds always occur to your original payment method.

How We Ship

1.2. We use trusted couriers to get your order to you safely. As soon as your parcel is on its way, we’ll send you the tracking details so you can keep an eye on things.

1.3. At checkout, you’ll be able to choose from the following delivery options:

  • UK Standard Shipping: typically 5–10 working days.
    • Free shipping for spends of £100 upwards. 
  • International Standard Shipping: typically 10–17 working days.
    • Free shipping for spends of £150 upwards. 

1.4. If your order is extra large or heavy, there might be a small extra charge—but we’ll always let you know before dispatching your order.

 

2. LATE DELIVERIES 

2.1. We do our best to get your order to you on time, but sometimes delays happen due to courier issues, customs checks, extreme weather, or other factors outside our control.

2.2. If your order is delayed, please first check your tracking number. 

Still have further questions? Feel free to reach out at info@thaliacollective.com

 

3. LOST OR DAMAGED ORDERS

Missing Orders

3.1. If your order has not arrived:

  • UK: please wait 10 working days from dispatch before contacting us.
  • International: please wait 17 working days from dispatch before contacting us.
  • In the meantime, keep checking your tracking info for updates.
  • If your order still hasn’t arrived after the times mentioned above, drop us an email at info@thaliacollective.com

3.2. Once you contact us, we will:

  • Review your tracking information.
  • If necessary, open a case with the courier (investigations typically take up to 10 working days).
  • Update you within 5 working days of receiving the courier’s initial response, with the next course of action.

3.3. If the courier confirms your parcel as lost, we will issue a replacement or full refund (your choice).

    3.4. If your parcel is confirmed as lost, we’ll send a replacement or give you a full refund; whichever you prefer.

     

    4. WHAT WE ASK FROM YOU

    4.1. When placing an order, please:

    • Double-check that your delivery address is correct at checkout.
    • Respond promptly to any messages from us or the courier.
    • Once received, use the tracking link to add clear delivery instructions (e.g., “leave with neighbour” or “safe place”).
    • Promptly pick up your parcel from a local collection point if it’s redirected.

    4.2. If you left clear delivery instructions and the courier failed to follow them, please notify us with evidence. We will raise this with the courier on your behalf. These investigations also take about 10 working days, plus 3 more for us to get back to you.


    5. MISSED DELIVERIES & RETURNS

    5.1. If delivery fails due to no recipient at the address or unclear instructions, the courier will usually retry or redirect to a collection point. It is your responsibility to arrange collection or redelivery within their timeframe.

    5.2. If your parcel is returned to us:

    • Original shipping fees are non-refundable (unless the failure was our or the courier’s error).
    • Want the parcel resent? We are happy to aid you, however a new delivery charge will apply based on current rates.

     

    6. SHIPPING NOTES FOR CUSTOMERS OUTSIDE THE UK

    6.1. Please ensure that you enter the correct contact information, and address, with as much detail as possible. Once orders are dispatched, the shipping address cannot be amended. 

    6.2. Any duties, taxes, or import fees that do apply are the responsibility of the customer and may need to be paid upon delivery. 

    • 6.2.1. If you decide not to pay these fees and your parcel is sent back to us, the return shipping costs will be taken out of your refund.

    6.3. Please note that custom charges are not included at checkout. They're set by the in-bound country's customs and vary depending on your location, so we’re unable to estimate them in advance. For the most accurate info, we recommend reaching out to your local customs office or carrier.

    • 6.3.1. We recommend checking your local customs info before placing your order so there are no surprises.

    6.4. Customers are also responsible for any costs involved in returning item(s) to us. Please note that original shipping fees are non-refundable.

     

    *To all our International Belles*: kindly avoid refusing a delivery because of customs charges. If a parcel is declined for this reason, a return shipping fee will be deducted from your refund to cover the cost of the item being sent back to us. If we don’t receive any communication from you, the parcel may be treated as abandoned by the courier, and unfortunately, no refund will be issued.