1) Purchasing
2) Payment
3) Postage and Delivery
4) Customs and Taxes
5) Returns
6) Product and Order Queries
7) Technical Problems
8) How to care for Thomas Pink Shirts
We at Thomas Pink have a desire to ensure impeccable service to each of our customers. Our Web Sales Team is therefore available from Monday to Friday 08:30 to 18:00 GMT (3:30am – 1pm EST) on +44(0) 207 498 3882 or via email at info@thomaspink.com to assist you with any question you may not have been able to find the answer to on our website. If you are calling from the US and Canada please use our toll free number - 1 888 336 1192.
Our Web Sales Team is also able to assist you with any problems you may experience while ordering online.
How do I make telephone and internet purchases?
How do I set up my online account and order?
Is your billing or shipping address outside the US?
Is your billing or shipping address inside the US?
What forms of payment are accepted?
When will my credit / debit card be charged?
Can I place an order using a voucher or gift card on the Thomas Pink website?
Do you accept cheques as a form of payment for internet and telephone purchases?
I do not live in the UK or US - will you still ship to me?
How long does it normally take to get my shopping?
What happens if I do not receive my order in the timeframe?
What are the delivery charges?
Does Thomas Pink deliver to multiple addresses in one order?
Do I need to sign for my purchase?
Can somebody else sign for my purchase?
Can I have my shopping delivered to an address other than my card billing address?
Will my purchase be received in your Pink packaging?
Do I have to pay taxes and or import duties?
Do the prices displayed on ThomasPink.com include tax?
5) Returns
How do I return or exchange goods bought on ThomasPink.com and telephone purchases?
How long do I have to return items bought on ThomasPink.com?
Who pays the cost of returning items bought on ThomasPink.com?
What are your returns policies for items bought in Thomas Pink stores?
What if I am not sure what size to buy?
I saw a shirt on the web site a few months ago but it is not there anymore – can I still buy it?
If an item is out of stock, will I still be able to place an order?
How do I set up my online account and order?
I can’t see any images of shirts on your website. What can I do?
8) How to care for Thomas Pink Shirts
How do I best wash and iron a Thomas Pink shirt?
1) Purchasing
How do I make telephone and internet purchases?
Purchases may be made either online or by telephone.You may order online 24 hours a day, 7 days a week. Simply add items you require to your Shopping Bag. Once you have selected all the items you require, click ‘view bag and checkout’ at which time you will be required to confirm items selected and complete the checkout process.
For telephone purchases please call our web sales team at +44 (0) 207 498 3882 Monday to Friday 08:30 to 18:00 GMT (3:30am – 1pm EST). If you are calling from the US and Canada please call our toll free number at 1 888 336 1192.
How do I set up my online account and order?
When you browse through the site you can simply add the products you like to your ‘Shopping Bag’. When you are finished shopping and would like to order the items, click on your shopping back, make sure you are happy with the list of items shown and continue to the ‘Checkout’.
FOR RETURNING CUSTOMERS:
If you are a returning customer, log in by entering your email address and your chosen password (should you have forgotten your password, you can simply send yourself a password reminder). Your personal details, billing and shipping address should already appear and you only need to confirm that they are correct.
FOR NEW CUSTOMERS:
You will need to set up a customer account with us:
STEP 1 - REGISTER WITH US:
Enter your personal details (email address, password, name, address etc) on the page. Select whether you would like to receive updates from Thomas Pink and selected 3rd parties and click ‘Register’.
STEP 2 – ADDRESS DETAILS:
You now have to provide your billing address. This is the address that the card you are going to pay with is registered to and that appears on your bank statements. In the UK you have the option to search for your address by entering your house number and the postcode. If you would like your purchase to be delivered to an alternative address, select ‘Deliver to Different Address’, enter the details and click ‘Continue’.
STEP 3 – PAYMENT DETAILS:
On the next page your billing and delivery details are shown and you can also select whether you would like to add a gift note with a personal message to your order. This is free of charge. If you are happy with the selection, enter your payment details. Make sure the card number is given as one string of characters, without blank spaces in between. Finally, read the Terms and Conditions carefully and tick the box to agree that you have read and understood them. Now click ‘Submit’ and you should get a confirmation of your order with an order number. Your transaction will be handled in a secure environment.
STEP 4 – ORDER CONFIRMATION
You can print your order confirmation and it will also be sent to the email address you have given to us when registering your account.
Is your billing or shipping address outside the US?
If your billing address is outside of the US but you wish to ship your order to the US then you’ll need to:
1) select the site region where your billing address is using the ‘change’ link at the top of any page;
2) register your billing address in that region under ‘my account’; then,
3) switch to our US site to place your order for delivery within the US.
If your billing address is within the US and you wish to ship your goods outside the US then you’ll need to:
1) register your US billing address on the US site under ‘my account’; then,
2) select the site region which you wish to ship to using the ‘change’ link at the top of any page and place your order on the appropriate country site.
Is your billing or shipping address inside the US?
If your billing address is withinin the US you’ll need to:
1) switch to our US site using the ‘change’ link at the top of any page;
2) register your US billing address on the US site under ‘my account’; then,
3) select the site region which you wish to ship to using the ‘change’ link at the top of any page. If you are shipping to the US then simply remain on the US site to complete your order.
If your billing address is outside of the US but you wish to ship your order to the US then you’ll need to:
1) select the site region where your billing address is using the ‘change’ link at the top of any page;
2) register your billing address in that region under ‘my account’; then,
3) switch to our US site to place your order
2) Payment
What forms of payment are accepted at ThomasPink.com?
US website:
Thomas Pink Inc. accepts Visa, MasterCard and American Express.
UK website:
Thomas Pink Ltd. accepts all major credit and debit cards except Electron and Solo.
EU and Rest of World website:
Thomas Pink Ltd. accepts Visa, MasterCard and American Express.
When will my credit / debit card be charged?
Your credit/debit card will only be charged at the time of despatch of your purchase.
Can I place an order using a voucher or gift card on the Thomas Pink website?
Yes, you can place an order with a gift card over the phone. Please call our Web Sales Team on +44 (0) 207 498 3882. We are available Monday to Friday 08:30 to 18:00 GMT (3:30am – 1pm EST). From the US and Canada please call us toll free on 1 888 336 1192.
Do you accept cheques as a form of payment for internet and telephone purchases?
Unfortunately we cannot accept cheques as a form of payment for goods purchased over the internet or the phone.
3) Postage and Delivery
I do not live in the UK or US – will you still ship to me?
Yes. When you first go on to our site make sure you select the correct region for where you would like your shopping delivered to.
We deliver to most countries, however local import duties and additional charges may be payable on receipt. For orders placed outside the UK, US and EU, please note that your are responsible for any import duties and clearance fees (where applicable) in your own country and to check the duties and clearance fees with your local authorities.
How long does it normally take to receive my shopping?
All deliveries are sent from London using couriers and generally arrive within 3 to 5 business days in the UK. Overseas deliveries will take a little longer and may be subject to customs delays; deliveries to the US generally take between 7-10 business days.
Occasionally some items may not be in stock immediately and this can cause short delays - if this happens our Web Sales Team will make contact to let you know of any problems. We will do our utmost to despatch all orders within seven days of receipt, subject to stock availability and credit card authorisation.
What happens if I do not receive my order in the timeframe?
It rarely happens that our customers do not receive their order within the specified timeframe for each country; however, from time to time this does occur. If your parcel does not arrive please contact our Web Sales Team on +44 (0) 207 498 3882 or email us at info@thomaspink.com. We are available from Monday to Friday 08:30 to 18:00 GMT (3:30am – 1pm EST) and will investigate the matter immediately for you. From the US and Canada please call us toll free on 1 888 336 1192.
What are the delivery charges?
UK customers:
We deliver to anywhere in the UK for £5 postage. Free delivery applies to all orders over £250.
Channel Island customers - please note that UK zone prices and shipping apply to mainland customers only. If you would like to order online, please select the Channel Islands as your shipping zone on the website.
USA customers:
We deliver to anywhere in the USA for $20. Free delivery applies to all orders over $280. If you are shipping to Canada or South America, please make sure you select your specific country as your shipping zone and not the USA.
EU Customers:
We deliver to all countries in the EU for €18. Free delivery applies to all orders over €400.
Rest of the World customers:
We deliver to all other countries for £20. Free delivery applies to all orders over £250.
Does Thomas Pink deliver to multiple addresses in one order?
No, Thomas Pink does not deliver to multiple addresses in one order. Separate orders will need to be placed should you require this service.
Do I need to sign for my purchase?
Yes, a signature is required upon delivery and please note that we only deliver Monday to Friday during working hours.
Should you wish to have your shopping delivered to an alternative address please state this in the shipping address section. Items which are sent to an address other than that of the card billing address may be subject to confirmation with the card holder.
Can somebody else sign for my purchase?
Yes, anyone at the specified delivery address can sign for the goods. Thomas Pink does not take responsibility for loss or damage to goods once they have been signed for.
Can I have my shopping delivered to an address other than my card billing address?
Should you wish to have your shopping delivered to an alternative address please state this in the ‘Delivery Address’ section. Your order will be charged in the local currency of the shipping country/region. Items which are sent to an address other than that of the card billing address may be subject to confirmation with the card holder.
Will my purchase be received in your Pink packaging?
Please select the free Thomas Pink gift box service on the right-hand side on the Shopping Bag area and we will ensure your shopping arrives in Pink’s signature packaging.
When ordering online, if you do not select the free gift box service on your order the items will not be delivered in the Thomas Pink gift packaging. Please note: Thomas Pink jackets cannot be gift wrapped.
4) Customs and Taxes
Do I have to pay taxes and or import duties?
Customs duties:
If your residence / delivery address is within the European Union you will not be charged any customs duty, as you would normally pay VAT on the goods you purchase.
US sales tax:
For orders delivered in the US, prices are in US Dollars and are exclusive of sales tax. Sales tax might apply depending on state you are shipping to and will be displayed before confirming your order online.
Orders placed outside the UK, US and EU:
For orders placed outside the UK, US and EU, please note that you are responsible for any import duties and clearance fees (where applicable) in your own country and to check the duties and clearance fees with your local authorities.
Do the prices displayed on ThomasPink.com include tax?
US:
In the US website, all prices are shown in US Dollars and are exclusive of sales tax. Sales tax might apply depending on state you are shipping to and will be displayed before confirming your order online.
UK, EU:
On the UK and EU websites, all prices are shown in the currency relevant to the zones selected. Prices are shown including VAT.
Rest of the World
For orders shipped to countries outside the EU, UK and US prices shown are exclusive of VAT.
5) Returns
How do I return or exchange goods bought on ThomasPink.com and telephone purchases?
We are happy to exchange or refund any items (except undergarments) that have not been altered, washed or worn within 28 days of receipt. Thomas Pink cannot be held liable for courier charges, customs duties or lost parcels. Gift Cards cannot be returned or redeemed for cash. When returning an item, please ensure it is packaged securely with all tags still intact and enclosing the RETURN FORM. This will ensure that your return is processed speedily. We recommend returned items are sent using a tracked or signed-for mail service. Return address labels are provided for your convenience. Although we do not repay delivery charges (except in the unlikely event that your item is faulty), you will not be charged for delivery of the replacement item(s). Stores cannot issue refunds for items bought via the website. Only product exchanges are possible in stores. In an exchange, if the new item costs less, we will reimburse you with the difference. If the new item costs more then an additional payment will be required. There will be no second postage and packing costs to you for despatch of exchanged goods.
If I order over the phone or at ThomasPink.com but need to return something, can I take it back to one of your stores for an exchange or refund?
Stores cannot issue refunds for goods purchased over the phone or at ThomasPink.com. You may however exchange the item for something else or for a different size in store.
How long do I have to return items bought on ThomasPink.com?
We are happy to exchange or refund any items (except undergarments) that have not been altered, washed or worn within 28 days of receipt. Thomas Pink cannot be held liable for courier charges, customs duties or lost parcels. Gift Cards cannot be returned or redeemed for cash. When returning an item, please ensure it is packaged securely with all tags still intact and enclosing the RETURN FORM. This will ensure that your return is processed speedily. We recommend returned items are sent using a tracked or signed-for mail service. Return address labels are provided for your convenience. Although we do not repay delivery charges (except in the unlikely event that your item is faulty), you will not be charged for delivery of the replacement item(s). Stores cannot issue refunds for items bought via the website. Only product exchanges are possible in stores. In an exchange, if the new item costs less, we will reimburse you with the difference. If the new item costs more then an additional payment will be required. There will be no second postage and packing costs to you for despatch of exchanged goods.
Who pays the cost of returning items bought on ThomasPink.com?
Returning items either for a refund or exchange will be at your own cost.
What is your return and exchange policy for items bought in Thomas Pink stores?
For goods bought in stores, returns and exchanges can only be processed in the country in which the purchase was made.
UK, Europe and China store returns (excluding Harrods, Galeries Lafayette, and Discounts):
Returns with original receipts within 28 days of purchase: Unused garments or accessories (excluding all undergarments and beachwear) may be returned for an exchange or refund. A refund will be sent by mail within 28 days of the return date for items purchased by cheque. Please note that if you have originally paid by card and would like a refund, you will need to bring the card used to make the original purchase with you.
Returns with original receipt within 28 days of purchase: Unused garments or accessories (excluding all undergarments and beachwear) may be returned for an exchange or Credit Note.
Returns without original receipt within 28 days of purchase: Unused garments or accessories (excluding all undergarments and beachwear) may be returned for an exchange or Credit Note.
Returns without receipt after 28 days: Unused garments or accessories (excluding all undergarments and beachwear) may be returned but we only offer an exchange or credit note. Returns must be authorised by a member of store management.
Sale merchandise: Sale items must be returned within 28 days of purchase for exchange only unless marked as Final Sale.
Please note that Selfridges will only process refunds / exchanges for goods purchased in Selfridges. However, Thomas Pink goods purchased in Selfridges may be refunded or exchanged in other UK Thomas Pink stores (excluding Harrods).
Galeries Lafayette store return policy:
Returns with original receipts within 30 days of purchase: Unused garments or accessories (excluding all undergarments and beachwear) may be returned for an exchange or refund. A refund will be sent by mail within 30 days of the return date for items purchased by cheque.
Returns with original receipt after 30 days of purchase: Unused garments or accessories (excluding all undergarments and beachwear) may be returned for an exchange or Credit Note.
Returns without original receipt within 30 days of purchase: Unused garments or accessories (excluding all undergarments and beachwear) may be returned for an exchange or Credit Note at the current selling price.
Sale merchandise: Sale items must be returned within 30 days of purchase for exchange only.
Harrods store return policy:
Unwanted goods may be returned for a refund or exchange if returned in their original condition within 14 days with proof of purchase. Refunds will be made against the original form of tender except in respect of purchase made by cash, cheque or gift voucher/gift card which will be refunded by way of a shopping credit. Refunds and exchanges on purchases made on 10% event day are subject to a 10% discount adjustment. Please see in store for further details.
PLEASE NOTE ALL UNDERGARMENTS AND BEACHWEAR CANNOT BE RETURNED.
Sale goods: Sale items or special purchases bought in Harrods Sale may be returned for exchange only if returned in their original condition with proof of purchase, during the same sale period or within 14 days of purchase (whichever date is earlier).
Please note that Harrods will only process refunds / exchanges for goods purchased in Harrods. However, Thomas Pink goods purchased in Harrods may be refunded or exchanged in other UK Thomas Pink stores (excluding Selfridges).
BAA store return policy:
London Heathrow stores follow the same return policy as noted above for goods purchased within the UK. However, the BAA also offers a service to customers who make purchases in the London Heathrow stores called the ‘World Shopping Promise’. This policy states that goods purchased may be returned to the BAA within 3 months of purchase. The return is logged with the BAA who refunds the customers postal charges and then sends the goods back to the retailer for exchange or refund. Refunds and exchanges are then handled directly by the retailer. BAA returns and exchanges to Thomas Pink are processed through Customer Services.
For more information on the BAA ‘World Shopping Promise’, please call +44 (0) 870 000 1000 or visit BAA. Information is also available in Heathrow Airport stores.
Discount Outlet Store Returns:
Returns with original receipts within 28 days of purchase: Unused garments or accessories (excluding all undergarments and beachwear) may only be returned to a Thomas Pink Discount Outlet store (Swindon and York locations) for an exchange or credit note.
US Store Returns:
Returns with original receipts within 14 days of purchase: Unused garments or accessories (excluding all undergarments and beachwear) may be returned for an exchange or refund. A refund will be sent by mail within 14 days of the return date for items purchased by cheque.
Returns with original receipt after 14 days of purchase: Unused garments or accessories (excluding all undergarments and beachwear) may be returned for an exchange or Credit Note.
Returns without original receipt within 14 days of purchase: Unused garments or accessories (excluding all undergarments and beachwear) may be returned for an exchange or Credit Note at the current selling price at the current selling price.
Sale merchandise: All sales are final.
Please note that Macy’s will only process refunds / exchanges for goods purchased in Macy’s stores. Macy’s will not accept Thomas Pink Gift Vouchers.
Bangkok Store Return Policy:
Returns with original receipts within 7 days of purchase: Unused garments or accessories (excluding all undergarments and beachwear) may be returned for an exchange or refund.
Returns with original receipt after 7 days of purchase: Unused garments or accessories (excluding all undergarments and beachwear) may be returned for an exchange or Credit Note.
Returns without original receipt within 7 days of purchase: Unused garments or accessories (excluding all undergarments and beachwear) may be returned for an exchange or Credit Note at the current selling price at the current selling price.
Sale merchandise: Sale items must be returned within 7 days of purchase for exchange only.
Dubai (Harvey Nichols) store return policy:
Returns with original receipts within 7 days of purchase: Unused garments or accessories (excluding all undergarments and beachwear) may be returned for an exchange. No refunds.
Sale merchandise: All sales final.
Istanbul store return policy:
Returns with original receipts within 30 days of purchase: Unused garments or accessories (excluding all undergarments and beachwear) may be returned for an exchange or refund. A refund or exchange may be refused if proof of purchase cannot be provided.
6) Production and Order Queries
What if I am not sure what size to buy?
Please refer to our size guide. It will not only give you a good idea of our sizes but there is also a handy guide to measuring yourself so you can be sure to get the right size. Ladies, please note that all sizes referred to on the site are UK Women sizes. See our size guide for conversions to US sizing.
If you do happen to get the wrong size, please call our Web Sales Team and they can check availability of other sizes for you. They can be contacted on +44(0) 207 498 3882 or from the US and Canada toll free on 1 888 336 1192. We are available from Monday to Friday 08:30 to 18:00 GMT (3:30am – 1pm EST).
I saw a shirt on the web site a few months ago but it is not there anymore – can I still buy it?
Some of our shirts are seasonal exclusives - this means we make them in small numbers and they are likely only to be available for a few months. If the shirt you liked was one of these exclusive shirts then it may not be possible to locate one - we recommend that you call our Web Sales Team on +44(0) 207 498 3882 or from the US and Canada toll free on 1 888 336 1192. We are available from Monday to Friday 08:30 to 18:00 GMT (3:30am – 1pm EST). If one is available they will do their best to find it for you.
Do you make alterations to web purchases, e.g. I would like to shorten a sleeve?
We do offer a limited alteration service. For details of this service please call our Web Sales Team on +44(0) 207 498 3882 or from the US and Canada toll free on 1 888 336 1192. We are available from Monday to Friday 08:30 to 18:00 GMT (3:30am – 1pm EST).
If an item is out of stock, will I still be able to place an order?
You will not be able to place the order immediately, but you may be given the option to receive an email confirmation when the product is back in stock. The ‘email me when in stock’ service is available on many of our ‘Classic’ shirt styles.
Please select the free Thomas Pink gift box service on the right-hand side of the Shopping Bag page and we will ensure your shopping arrives in Pink’s signature packaging.
When ordering online, if you do not select the free gift box service on your order the items will not be delivered in the Thomas Pink gift packaging.
7) Technical Problems
How do I set up my online account and order?
When you browse through the site you can simply add the products you like to your ‘Shopping Bag’. When you are finished shopping and would like to order the items, click on your Shopping Bag, make sure you are happy with the list of items shown and continue to the ‘Checkout’.
FOR RETURNING CUSTOMERS:
If you are a returning customer, log in by entering your email address and your chosen password (should you have forgotten your password, you can simply send yourself a password reminder). Your personal details, billing and shipping address should already appear and you only need to confirm that they are correct.
FOR NEW CUSTOMERS:
You will need to set up a customer account with us:
STEP 1 – REGISTER WITH US:
Enter your personal details (email address, password, name, address etc) on the page. Select whether you would like to receive updates from Thomas Pink and selected 3rd parties and click ‘Register.’
STEP 2 – ADDRESS DETAILS:
You now have to provide your billing address. This is the address that the card you are going to pay with is registered to and that appears on your bank statements. In the UK you have the option to search for your address by entering your house number and the postcode. If you would like your purchase to be delivered to an alternative address, select ‘Deliver to Different Address’, enter the details and click ‘Continue’.
STEP 3 – PAYMENT DETAILS:
On the next page your billing and delivery details are shown and you can also select whether you would like to add a gift note with a personal message to your order. This is free of charge. If you are happy with the selection, enter your payment details. Make sure the card number is given as one string of characters, without blank spaces in between. Finally, read the Terms and Conditions carefully and tick the box to agree that you have read and understood them. Now click ‘Submit’ and you should get a confirmation of your order with an order number. Your transaction will be handled in a secure environment.
STEP 4 – ORDER CONFIRMATION
You can print your order confirmation and it will also be sent to the email address you have given to us when registering your account.
I am trying to log in with my email address & password and cannot get any further than the log in page. What can I do?
Your password is case sensitive so make sure you do not have the CAPS Lock on. If you have forgotten your password you can always click on ‘Forgotten your password – click here for help’ to send yourself a password reminder.
I can’t see any images of shirts on your website. What can I do?
If you can’t see any images it could be that you images disabled in your browser. Check your settings and make sure that you have images/pictures enabled. You can usually change theses in the browser's ‘Internet Options’ section.
8) How do I care for Thomas Pink Shirts
How do I best wash and iron a Thomas Pink shirt?
- Check the care label in the shirt. Most are washable but silks labelled ‘dry clean only’ should be sent to a reputable dry cleaner.
- Check the label in the shirt for the correct washing temperature and wash either by hand or by machine.
- Wash dark colours separately using a colour-safe detergent.
- Remember to remover collar stiffeners prior to washing.
- Do not tumble dry, spin or wring water out of the shirts after washing.
- For ease of ironing, always iron shirts whilst still damp, using a hot iron./li>
- When pressing collars, always iron away from the points to avoid creasing.
- Dark colours are best ironed from the reverse side.
- Although you can send your ties to a dry cleaner, you may also use a reputable stain remover product, available from most chemists.
- If the mark is water-based, first let it dry, then rub the stain remover over the mark in the direction of the weave of the fabric.
- If the spot is proving particularly stubborn, steam the stained area before applying the stain remover. To keep their shape, always dry ties flat.
- Always store ties untied. Rolling (rather than hanging) ties reduces creases and restores their natural shape and tension.
