Welcome to the Thornberry FAQ page. Here you’ll find answers to our most frequently asked questions. If you need further assistance, please contact us at support@thornberryshop.com.

Orders

How do I place an order?

Browse our collection, add your favorite items to the cart, and proceed to checkout. Once your payment is confirmed, you’ll receive an order confirmation email.

Can I change or cancel my order?

Yes, you may request to change or cancel your order before it has been processed or shipped. Please contact us as soon as possible at tanjinchao1198246195@gmail.com.

Once an order has been shipped, it cannot be cancelled.

How can I check my order status?

After your order is shipped, you’ll receive a shipping confirmation email containing your tracking number. You can use this number to track your package.

Shipping

Do you ship internationally?

Yes. We ship to many countries worldwide. Shipping availability and delivery times may vary depending on your location.

How long does shipping take?

Estimated delivery times are:

• United Kingdom: 5–14 business days
• Europe: 7–15 business days
• United States & Canada: 7–15 business days
• Australia & New Zealand: 8–18 business days
• Other countries: 10–20 business days

Please note that these are estimated delivery times and may vary during holidays or due to customs processing.

Will I receive a tracking number?

Yes. Once your order has been dispatched, we will send you a tracking number via email.

Returns & Refunds

What is your return policy?

We accept returns within 30 days of delivery for eligible items. Products must be unused, in their original condition, and returned with the original packaging.

For full details, please see our Cancellation & Return Policy.

When will I receive my refund?

Approved refunds are typically processed within 5–10 business days after we receive and inspect your returned item.

Processing times may vary depending on your payment provider.

Who pays for return shipping?

Customers are responsible for return shipping costs unless the item is damaged, defective, or shipped incorrectly.

Products

Are your products handmade?

Many of our jewelry pieces feature handcrafted details and are carefully selected for their quality, design, and craftsmanship.

Please refer to each product page for specific product information.

What materials are used?

Depending on the design, our products may include:

• Alloy
• Stainless Steel
• Leather
• Natural Stone
• Resin
• Glass Beads
• Synthetic Turquoise

Please check the individual product description for detailed material information.

Will the jewelry tarnish?

Proper care will help extend the life of your jewelry.

We recommend:

• Avoiding water, perfumes, and chemicals.
• Storing jewelry in a dry place.
• Removing jewelry before swimming or exercising.

Payment

What payment methods do you accept?

We accept secure payments through:

• Visa
• Mastercard
• American Express
• PayPal
• Apple Pay
• Google Pay

Available payment methods may vary depending on your location.

Is my payment secure?

Yes. All payments are processed through secure encrypted payment gateways. We do not store your credit card information.

Account

Do I need an account to place an order?

No. You may check out as a guest. However, creating an account allows you to track orders and manage your purchase history more easily.

How do I delete my account?

You may request account deletion by visiting our Account Deletion Policy page and submitting an account deletion request.

Contact Us

If you have any questions that are not answered here, we’re happy to help.

Business Name: Thornberry

Email: tanjinchao1198246195@gmail.com

Our customer support team will respond as quickly as possible during business hours.