Shipping & Returns
Updated: March 24, 2020
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 firstname.lastname@example.org.
Is customer service available?
Our customer service team is here to answer any questions you might have. Reach out to email@example.com.
Tracking Your Order
Thakoon.com ships orders via DHL (international) or FedEx Smartpost (domestic). All packages are insured with a tracking number. When your order ships, you will receive a confirmation email with a link to track the shipping progress of your 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.
Note on preorders: 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.
We offer free shipping on all orders within the continental U.S.
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.
Shipping and Warranties
Invalid Shipping Address: We are currently unable to ship to P.O., APO or FPO boxes, both domestically and/or internationally.
Risk of Loss: All products purchased from the website are transported and delivered to you by an independent carrier not affiliated with, or controlled by, THAKOON. Title to the products purchased on the website, as well as the risk of loss for such products, passes to you when THAKOON delivers these items to the carrier.
Return and Exchange Policy
THAKOON gladly accepts returns of unworn, unwashed or defective merchandise within 30 days of the order date for a refund under the policy terms described below. 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, 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 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.
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.)
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.
We offer self-service exchanges through our returns portal, which can be found at the returns and exchanges portal.
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.
Returns of items purchased with a promotion code
For return orders purchased with a discount code applied, 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.
Customer Service Hours:
Please get in touch with us at firstname.lastname@example.org during the below hours. we do not offer phone support at this time.
Monday - Sunday: 9:00 AM - 6:00 PM EST