FAQs


ORDERING

How do I make a purchase?

Visit our site www.thomasgoode.com where you can browse by department or brand. You simply select the items and place them in your shopping bag. Once you have completed your shopping simply follow the prompts at checkout.

What payment methods do you accept?

We accept Visa Debit, Visa Credit, MasterCard and American Express and PayPal and.

Can I place my order over the phone?

Should you wish to speak to our Customer Care team and place an order over the phone please call on +44 (0)20 7499 2823 and we will be happy to assist you.

Can I claim VAT back on my purchase made online?

All prices on our website are inclusive of UK VAT. For UK and EU addresses, you are not eligible for a VAT refund. For orders to Non-EU addresses, UK VAT will be deducted from the price shown at the website during checkout.


DELIVERY

Delivery cost

Delivery cost are calculated at the point of check out. Please make sure that you select the correct destination of delivery as the cost varies from country to country.

Will I be able to track my order?

In the UK we will be able to provide you with a tracking link. Rest of world will not be trackable however our delivery provider will communicate with you directly regarding your order status.

Will all my items be delivered together?

If you have ordered several products and some of which are placed on order basis then you have the following options:

  1. Have a partial delivery on items selected as and when they are available. We will always update you on your order status.
  2. Hold all items selected in our warehouse until your order is complete and dispatched in one shipment

We will ask you to confirm one of the above in writing prior to release your goods.

What if I’m not at home?

Our delivery partners will notify you by text/email or leave you a card. You can confirm another suitable delivery slot.


CANCELLATIONS AND RETURNS

Can I cancel or amend my order?

You can cancel your order right up to the point of dispatch from our warehouse (usually within 1 hour of placing your order). Kindly note that if you have paid by credit/debit card it may than take 3-5 working days to be credited. If you have paid by PayPal or Alipay please allow up to 10 days, please refer to our refund policy in Terms and Conditions. *For Bespoke items, you may cancel your order up to 48hours after confirming your order. After this you will not be able to cancel the order or receive a refund. For full details on bespoke orders please refer to our bespoke page.

*For Made To Order items, you may cancel your order up to 48hours after placing your order. After this we will take a cancellation fee from the refund amount.

How long do I have to return my order?

We offer a 14 day returns period for any returns, all goods need to be unused and in saleable condition and must be returned in their original packaging. Please contact customer care onlinesales@thomasgoode.com or 44 (0) 207 499 2823 and we guide you through this process. If you need further clarity on the refund and return process, please refer to our Terms and Conditions.

What options do I have for returning my order?

If for any reason you are not completely satisfied with your goods, contact our Customer Care team within 14 days of receipt and we will help you in every way possible. Any unwanted item must be returned, undamaged and unused, in a re-saleable condition, with all original packaging and labels.

What do I do if my product is damaged upon receipt of delivery?

If for some unfortunate reason you receive a product that has been damaged in transit, we ask that you contact us as soon as possible and we will rectify the issue. Contact us at onlinesales@thomasgoode.com or call 44 (0) 207 499 2823, we will require images of the damaged products.


Your Account

I’ve forgotten my password. What do I need to do?

When signing in please look for the ‘Forgotten your password?’ link. From here once you’ve provided your email address, we will send you a link to reset your password. Please ensure that you are using the email address you set your account up with.