30-Day Cancellation & Return Policy

Last updated: 3 August 2026

We want you to feel confident ordering from Thornberry. Eligible items may be returned within 30 days of delivery. This policy does not reduce your statutory rights, including rights relating to faulty, damaged or incorrectly supplied goods.

Before dispatch

If you need to cancel or change an order, contact us as soon as possible. We will try to help, but cancellation cannot be guaranteed once processing or dispatch has started.

30-day return window

Submit your return request within 30 days after the order is delivered. Do not send an item back until we have approved the request and provided return instructions.

Return condition

Unworn and unused.
In its original condition and packaging.
Returned with any included accessories.
Accompanied by the order number or other proof of purchase.

Items that may not be returnable

Personalised or made-to-order items may not be returnable unless faulty. For health and hygiene reasons, sealed earrings or other sealed items may be excluded after the seal has been broken where permitted by law. This does not affect your rights if an item is faulty, damaged or not as described.

Return postage

For a change-of-mind return, the customer is normally responsible for return postage. Use a tracked service and keep the receipt. If the item is faulty, damaged or incorrect, contact us before posting it so that we can provide the correct instructions.

Refunds

Once the return is received and checked, an approved refund will be issued to the original payment method. We aim to process approved refunds promptly and, where applicable, within 14 days after receiving the returned goods or acceptable evidence that they were sent. Your bank or payment provider may take additional time to display the refund.

Damaged, faulty or incorrect items

Contact us promptly with your order number and clear photographs of the item and packaging. We will review the issue and arrange the appropriate replacement, return or refund solution.

Request a return

Complete the form below. Include your order number, the item you wish to return and the reason for the request. Please do not send anything until you receive approval and return instructions.