FAQ

FAQ

When will my order arrive?
We understand you're excited to receive your order! You can track your package in real time via our tracking page: https://thompson-oxford.com/apps/parcelpanel. Enter your order or tracking number to see the estimated delivery time. Shipping typically takes 8-15 business days, depending on courier availability and weather conditions.

How long is the return period?
The return period is 14 days from the date you receive your order.

How can I return my order?
You can return your order by contacting our customer service, who will guide you through the return process.

Can I exchange my product?
Yes, you can exchange your product if the 14-day return period is still valid. For further assistance, contact our customer service.

Can I modify or cancel my order?
We process orders quickly, so if you need to make a change or cancel, please contact us within 1 hour of placing your order. Fill out our contact form, and we’ll do our best to assist you!

How long does it take to get my refund?
Refunds typically take 1-3 business days to be credited to your account after the return has been received and processed.

Do I need to pay for return shipping?
Yes, unfortunately, we do not reimburse return shipping costs. However, the purchase amount will be fully refunded after a successful return.

When can’t I return my products?
Products cannot be returned if:
- They are damaged
- They do not meet return conditions
- They are custom-made products
- They have been altered (by the buyer)
- They are hygiene products
- They were purchased on sale

Do you offer refunds or returns?
Yes, we offer refunds and returns! If you need assistance, email us, and we’ll guide you through the process. For full details, visit our Refund Policy.

What payment methods do you accept?
We offer secure payment options via credit card for your convenience and peace of mind. You can view the available payment options during checkout.

Can I pay when my order arrives?
At this time, we do not offer cash on delivery. However, you can securely pay online using a credit card at checkout.

I haven’t received my order yet – where is it?
Don’t worry; your order is on its way! You can track your package here for the latest updates: https://thompson-oxford.com/apps/parcelpanel.

Why is my order taking longer than expected?
We aim to deliver your order as quickly as possible, but delays may occur due to factors such as courier schedules, weather conditions, or customs procedures. We’re here to support you and keep you updated along the way.

Can I change the shipping address after placing an order?
If you need to change the shipping address, please contact us as soon as possible. If the order hasn’t been processed yet, we’ll update the address for you.

Will I need to pay customs duties for international orders?
Customs duties are determined by the destination country, and any additional costs are the responsibility of the customer. We recommend checking with your local customs office for more information.

Can I track my order from other countries?
Yes, you can track your order from anywhere in the world! Enter your tracking number on our tracking page (https://thompson-oxford.com/apps/parcelpanel) to receive updates regardless of your location.

What should I do if I receive a damaged or incorrect item?
We’re sorry if you received an incorrect or damaged item! Please contact us immediately with your order number and a photo of the item. We’ll resolve the issue as quickly as possible.

Are there shipping fees?
No, shipping within the UK is completely free.

How can I contact customer service?
If you have any questions, comments, or need assistance, contact our customer service team at info@thompson-oxford.com. Our dedicated team will be happy to help.