COVID-19 UPDATE: We are currently working on a 1-3 day dispatch time for online orders.


Orders: If you require any assistance with regards to your order, please don’t hesitate to email us at thunderegg@btconnect.com


Returns: Please note – our bricks and mortar store is closed from 5pm on Wednesday 4th November for lockdown. We will still be able to accept returns but only sent via Royal Mail as these are being diverted to our local sorting office where we will be able to collect them once a week. All parcels will be quarantined in store for 72 hours before our staff process them manually. This means that there will be a slightly longer wait for any refunds to be processed.


LAST ORDER DATES FOR PRE-CHRISTMAS DELIVERY


UK: Order by 11pm (UK time) on Sunday 20th December. Orders will be send via Royal Mail’s Tracked 48 service.


INTERNATIONAL: Order by 9am (UK time) on the following dates….


Thursday 3rd December – Australia & New Zealand
Tuesday 8th December – Africa, Asia, Caribbean, Central and South America, Far and Middle East
Wednesday 9th December – Canada, Cyprus & Malta
Thursday 10th December – Greece, Eastern Europe (except Czech Republic, Poland and Slovakia) & Turkey
Friday 11th December – Czech Republic, Finland, Italy, Poland, Sweden & USA
Tuesday 15th December – Austria, Denmark, Germany, Iceland, Netherlands, Norway, Portugal, Slovakia, Spain & Switzerland
Thursday 17th December – Belgium, France, Ireland & Luxembourg


Our parcels are all sent via Royal Mail within the UK (then handed to delivery partners for international orders). All information provided above is based on Royal Mail’s recommended dispatch dates and will be sent as quickly as possible. Occasionally there can be unforeseen delays in the postal network due to seasonal volume of parcels and on this occasion, possible COVID-related issues. We encourage you to place your order as early as possible to ensure it’s with you for the big day!


EXTENDED CHRISTMAS RETURNS PERIOD:


If you wish to return an item ordered as a gift between 1st November – 24th December 2020, the parcel must arrive back with us no later than January 8th 2021 for a refund. 
 If you require a different size of an item, please be aware we are unable to offer direct exchanges for online orders. Please read below for all info on exchanges and ensure the unwanted items are back with us by 8/1/21 (as above).
 Please note: We are unable to accept any returns of festive items such as Christmas Jumpers or Baubles after December 25th unless an item is faulty, incorrect or within our standard 14 day returns period.



Delivery

UK Postage:

Small flat items (patches, vouchers, etc.): £3.00
Large items (clothing, homewares, jewellery in gift boxes, etc.): £3.50
If your order is over £50, you qualify for FREE delivery! (UK Only)
Parcels will be sent via Royal Mail using a Signed For option.
We aim to dispatch orders within 3 working days of them being placed.

Europe

Our flat rate postage to European countries is £14.95.
Parcels will be sent via Royal Mail from the UK using a Tracked or Signed option depending on the destination.
We are not liable for any customs charges you may incur.

USA

Our flat rate postage rate for orders to the USA is £24.95.
Parcels will be sent via Royal Mail from the UK using a Tracked or Signed option depending on the destination.
We are not liable for any customs charges you may incur.

Rest of World

Our flat rate postage to the rest of the world is £19.95.
Parcels will be sent via Royal Mail from the UK using a Tracked or Signed option depending on the destination.
We are not liable for any customs charges you may incur.

How long will your parcel take?

UK – Standard Delivery – 2nd Class Signed For – Delivered within 2-4 working days from day of dispatch
Europe – International Signed For – Delivered within 3-7 working days from day of dispatch
USA & Rest of the world – International Signed For – Delivered within 7-10 working days from day of dispatch

Addresses

Your delivery address will be taken directly from your order, so please ensure this is correct when completing the checkout process.
We do not receive your PayPal address details at any stage of ordering, we are only able to dispatch to the address entered in the order form on our website.
If you realise you have entered an incorrect address, please contact us ASAP on thunderegg@btconnect.com as we aim to pack orders as quickly as possible and get them dispatched within 24 hours. Incorrect addresses cannot be amended after your parcel has been dispatched.
We cannot be held responsible for any incorrect addresses provided to us and any subsequent parcel delays / losses due to address errors.

The address you have provided can be viewed on your order confirmation email.

Your tracking number will be sent to the email address entered at the checkout, so please make sure this is correct when you place an order!

Cancelling your order

If you wish to cancel an order you have placed, please contact us as soon as possible by sending an email to thunderegg@btconnect.com
If your order has already been packed and the email with your tracking number has been sent to you, we are no longer able to intercept your parcel before it is dispatched to you. You will need to follow our usual returns process and send the order back to us for a refund once it has been delivered to you. Normal postage costs will still apply.

Collect in Store

Please note – Collect in Store orders are currently only available to pick up between 12-2pm Monday – Friday. Under new lockdown rules starting 00:01am on 5th November 2020, we are still able to provide click and collect services from our Oldham St store. We ask that you arrive wearing a face covering and with your ID/email confirmation to hand and knock loudly on the door (as it will be locked). If there’s no answer, please call 0161 2350606. If you are unable to collect during the specified hours above, please drop us an email and we will try to accommodate your collection at a more suitable time for you (if our staff are available)

Our free Collect in Store option is perfect if you live locally to Manchester (UK) and would like to come and pick the item up from us.

Please note: items must be collected within 28 days of placing the order.

If you select this option at the checkout, you will receive an instant confirmation email of the order. When your order is ready to collect from our shop, you will receive a second email confirming your order has been prepared and is ready to pick up.

Please do not come to collect your order until you receive this second email confirming it is ready in our Oldham St Store.

When you come to collect the item please bring along a note of the order number and some form of ID with your name on (e.g. a Credit or Debit card, a Driving License or a Passport)

The confirmations will always be sent to the email address used on the checkout form, so please make sure this is correct when  you place an order.

Returns Policy for Online Orders Only

 

Items must be posted back to us within 14 days of receiving the parcel from your postal provider.

If your order was placed using the collect in store option, it must be returned to us within 14 days of you collecting your order from our shop.

All items MUST be returned in a re-sellable condition.  They must be unworn, free of any stains or odours, and still have their original labels attached.

If items are received back with us in an unsellable condition, or after the returns period has ended, they will be sent back to you and no refund will be issued.

Please fill in the returns slip included in your parcel including your order number and contact details.

Please ensure this slip is sent back with your returned item so we can easily identify and process your return.

For health & safety reasons we are unable to accept any earrings or pierced jewellery returned to us.

We are currently unable to offer exchanges. If you would like a different size/style we recommend that you place a new order for the item you require, and then follow the returns policy above to return the unwanted item back to us.

Postage costs for your order and return are non-refundable unless the item we sent you was incorrect or damaged.

If you receive an incorrect, faulty or damaged item from us you must email us within 7 days of your parcel arriving. Please enclose photographs of the faulty or damaged item where possible so we can begin the returns process. Once the parcel has been posted out to us please email us a photo of your postage receipt in order to receive a refund for your postage costs. (Please note, postage costs are only reimbursed for incorrect/faulty/damaged returns. Unwanted items must be sent back at your own cost)

We are currently unable to offer direct replacements for faulty items, a refund will be processed once the item has been returned to us. You are then free to re-order the item again should you wish. We are only able to replace incorrect items based on current stock levels. We recommend that you get in touch with us as soon as you can to avoid any delays.

If you do not email us within 7 days of receiving your parcel, we will not be able to refund any items damaged in transit.
If you believe you have a faulty item and it is outside of the 7 day period, please send us an email including photos of the item and we will refer the case to our head office or the manufacturers for a final decision.

We are not responsible for any returns sent back to us that are lost in the mail. We highly recommend using a tracked service so that the status of your parcel can be checked if there is any delay.  We are not liable if your return is lost before it reaches us, in this situation, you will need to make a claim with your postal service provider.

If the item(s) you are returning are fragile, please ensure they are well packed and secured as we are unable to issue full refunds for items that have been damaged in transit due to poor packaging. 

If you are returning items from overseas you must clearly state on the customers declaration that the parcel you are sending is ‘RETURNED GOODS’, if this is not declared we will forward any costs for duty through to you.

If an order is returned to us by the delivery provider due to an incomplete/incorrect address provided with the order or it has been left uncollected from a sorting office, the amount for the item(s) will be refunded back to the original payment method but the original postage paid (and any charges) will not be refunded. Refunds for items automatically returned to us by the postal provider for the reasons above will not be issued until the parcel has arrived back with us. 

Please note:

Our in store returns policy differs from our online returns policy. If you would like to know our policy for items purchased in store, please get in touch using the contact form or pop in to one of our shops in Manchester.