FAQ

Last Updated: March 24, 2020

COVID-19 Update:

Hey, there! As we continue to navigate these challenging and fast-moving times, our priority is with our community of employees and loyal customers and followers. We hope you stay safe and do your part to help contain Covid-19. While we socially distance, stay connected with us at THAKOON.com, our newsletters and @thakoonny for news and updates. See you soon!


Is your retail store open?

Because we strive to do what is in the best interest of our community, our NYC store will remain temporarily closed until further notice.

Can I still place an order online?

Yes, you can still place an order with us online and expect normal shipping and delivery times.

Can I return or exchange an item?

Returns and exchanges on eligible products are being processed at this time, but due to added safety precautions at our warehouse, refunds may be delayed. Please expect your refund within 15 business days once received at our warehouse.

If you received your order between 2/17/20-3/23/20, we will honor an extended 30-day returns and exchanges period on eligible products until 4/23/20. Please note, final sale products are not eligible for returns or exchanges. If you have any issues accessing the returns portal and/or making any returns or exchanges please contact support@thakoon.com.

Is customer service available?

Our customer service team is here to answer any questions you might have. Reach out to support@thakoon.com.

How long will it take to receive my order?

Continental U.S. orders that are in stock are processed within 5-7 business days.

Orders outside of the U.S. that are in stock are processed within 10-15 business days. Orders outside of the U.S. may be subject to additional transit time and customs clearance delays.

We are currently unable to ship to P.O., APO or FPO boxes, both domestically and/or internationally.

What shipping method does THAKOON use? 

Thakoon.com ships orders through DHL (international) or FedEx Smartpost (domestic). All packages are insured with a tracking number.

We offer free shipping on all orders within the continental U.S. All orders above USD $150 that are being sent to Alaska, Hawaii, or U.S.Territories qualify for free shipping.

Does THAKOON ship internationally?

Yes, Thakoon ships internationally.

Orders outside of the continental U.S. will be subject to a USD $25 Flat Rate. International orders are shipped DDU (Delivered Duties Unpaid) and international customers are responsible for the payment of any additional associated duties and taxes. THAKOON has no control over these charges and cannot predict what the cost will be, as customs policies and import duties vary widely from country to country. Please contact your local customs office for current charges.

My order is marked as "Delivered" but I have not received it. What do I do?

If your order has been marked “delivered” but you have not received the shipment, please contact our customer support team at support@thakoon.com as soon as possible. We will be happy to look into the issue for you.

How can I track my order?

When your order ships, you will receive a confirmation email with a link to track the shipping progress of your order. If you have any additional questions about the status of your order, please feel free to contact us via email at support@thakoon.com.

My tracking has stopped updating. What do I do?

If you are having an issue tracking your order, please contact our customer support team at support@thakoon.com

What is your return and exchange policy?

Thakoon.com gladly accepts returns of unworn, unwashed or defective merchandise within 30 days of the order date for a full refund. All returns, with the exception of returns due to defective merchandise, are subject to a flat rate of USD $12.75 for return shipments. The return fee will be deducted from the amount of your refund. Online returns are not accepted in store at this time, and must be processed through our self-service portal.

Final sale items such as gift cards and discounted merchandise (price as marked) are final sale and cannot be returned or exchanged.

Please contact customer service to report any damaged or defective merchandise immediately. Damaged or defective merchandise should be promptly shipped back to Thakoon.com for replacement. Defective merchandise will not be accepted after 30 days of original delivery date. Please note that you are responsible for the product until it reaches us.

All returns with shipping addresses outside of the U.S. will be subject to a return fee of USD $12.75 and return shipping arranged at your cost; all fees will be deducted from the amount of your refund. If an order is returned due to a customer's refusal to pay any associated duties and taxes, it will be subject to a return fee of USD $12.75 and a restocking fee of USD $35. These fees will be deducted from the amount of your refund. Additionally, the outbound shipping fee of USD $25 is nonrefundable in any case.

How do I return an item?

Returns (Continental U.S. Orders Only)

 

For qualifying orders within the continental U.S., returns can be processed through our online returns platform: click here to process your return.

The order number you will need to enter to process your return is the 5-digit number found in your confirmation email, which is also listed as the “Web Number” on your packing slip.

If your item meets our return criteria, you will be able to download and print a return shipping label via the link above. All orders are subject to a flat rate of USD $12.75 for return shipments. The return fee will be deducted from the amount of your refund.

Returns (Orders Outside the Continental U.S.)

 

Please click here to start your return, then contact THAKOON's customer service team at support@thakoon.com to arrange return shipping at your cost for qualifying merchandise.

In the event that a package is returned to our warehouse due to unpaid duties and taxes, all associated return fees will be deducted from your refund. These fees include a return fee of USD $12.75 and a restocking fee of USD $35. These fees will be deducted from the amount of your refund. The outbound shipping fee of USD $25 is nonrefundable.

Are sale items eligible for return?

Discounted (price as marked) merchandise is final sale and cannot be returned or exchanged.

For orders purchased with a discount code applied but not listed as final sale, the amount refunded will be subject to the requirements for the discount code. This means that if the items returned bring the remaining order quantity or spend below the minimum purchase requirements of the discount code, the discounted amount will be deducted from your refund. For example, returning an item purchased as part of a minimum quantity promotion (e.g. buy X quantity to save Y% on your order) will nullify the discount on the entire order.

How do I return or exchange an item?

We offer self-service returns and exchanges through our self-service portal, which can be found at the returns and exchanges portal.

 

What is the bonus credit and how do I use it?

You will receive a bonus credit if you choose to shop immediately with your return value. The value of the bonus credit will be indicated in the returns portal. You must use this credit at the time it is offered; it cannot be saved for a later date. If you place an order with your return value and bonus credit, you must return the items you no longer want before your new order will be processed and sent to you.The bonus credit is not applicable if you choose to return your order for a refund.

When will I be refunded or receive my exchange once I return an item?

Refunds will be processed once your return has been received at our warehouse. It can take up to three weeks for your return to be processed. If you are returning for a refund, you will receive an email confirmation once your refund has been issued.

How do I edit or cancel my order?

Once an order has been placed, we are not able to cancel or edit it before it ships. Please contact our customer support team at support@thakoon.com if you have concerns regarding your order.

What do I do if my order arrives incomplete or with damaged or incorrect items? 

We are very sorry if there is an issue with the items you received. Please contact our customer support team at support@thakoon.com and we will be happy to resolve the issue for you right away.

What payment options do you accept?

We accept all major credit cards and also provide several additional payment options at checkout including: PayPal, AmazonPay and Google Pay.

How do I use my gift card?

Your e-gift card is only valid on the THAKOON website (thakoon.com). To use, enter the code provided in your gift card confirmation email into the discount field at checkout. Please contact support@thakoon.com if you need help with your gift card.

If you return a purchase made with a gift card, your refund will return to your gift card. If you misplace your original gift card, please contact support@thakoon.com to have the gift card resent to your email address.

How do I use store credits or discount codes?

Discount codes and store credits may be redeemed by entering the code or credit name in the discount field at checkout. However, discount codes are not applicable on sale (price as marked) merchandise. Store credits may be used on sale (price as marked) merchandise.

Are there exclusions from discounts?

Hommegirls Magazine and gift cards are excluded from all promotions and discount codes unless otherwise stated.

Does THAKOON have any sales going on right now?

Thakoon.com announces its sales through our newsletter. Please sign up at the bottom of our website to stay up to date.

Is there a price adjustment policy?

Items purchased at full price within 10 days of being marked down are eligible for a store credit refund for the difference in price. Price adjustments will not be given on sale merchandise, promotional purchases or exchanges. 

How will THAKOON products fit me?

We offer a size guide on each product page. If you need additional sizing guidance, you can contact our customer support team at support@thakoon.com.

How do I preorder a product?

You may preorder the item by selecting the size and color you would like on our website. Simply click the “Preorder” button and complete the normal checkout process. As soon as the item you have preordered is in stock, it will automatically ship to the address you provided at checkout. Estimated shipping dates are indicated on the product pages for your convenience.

If you preorder an item with an in stock item in the same order to an international shipping address, your order will be held until the preorder item is in stock to avoid multiple shipping and duty charges. .

My order is a gift. What gifting options are there?

We do not offer gift wrapping or gift receipts at this time. 

How do I apply for a job at THAKOON?

Thanks for your interest in working at THAKOON. Please submit a resume and cover letter to careers@thakoon.com. Due to high volume of inquiries, we are not able to respond to every submission. If your skills and experience align with a current opportunity, someone from our HR team will reach out to you directly. 

Is there a press contact? 

For PR inquiries, please reach out to thakoon@jenniferbett.com.

What are your customer service hours?

Please reach out to support@thakoon.com during the below hours. We do not offer phone support at this time. 

Customer Service Hours:

Monday - Sunday: 9:00 AM - 6:00 PM EST

Talk soon.