Store Policy FAQ

As a small business, we focus on providing unique, high-quality products and personalized service rather than competing with larger stores on price. Our pricing reflects the true cost of sustainably sourcing and selling our products. We appreciate your understanding and continued support, which helps us maintain our commitment to quality and community values.

Our return policy allows you to return items within the specified period. If an item goes on sale after your purchase, you are welcome to return the original item in accordance with our Return Policy and repurchase it at the current sale price. We strive to provide a balanced approach that respects both our valued customers and our business needs.

Our promotions are exclusive to their designated timeframes. We are unable to extend discounted prices to purchases made outside of these specified promotional periods. We appreciate your understanding and invite you to take advantage of future sales.

Due to the exclusive and limited nature of our inventory, we are unable to offer holds on products. This policy ensures that all our valued customers have an equal opportunity to purchase these one-of-a-kind items. We understand this may be inconvenient at times and thank you for your understanding and continued support.

Thistle & Wren offers free shipping on single orders over $250, which do not cost more than $30 in shipping fees.  The customer will be invoiced for any fees above $30 in shipping.  

At Thistle & Wren, we pride ourselves on our fast processing times. We aim to fulfill and pack orders as soon as they are received to ensure you get your items as quickly as possible.

Because of this speed, there is often a very small window of time where we can edit an order before it is processed and labeled by our fulfillment team.

• Immediate Action Required: If you notice an error, please email info@thistleandwren.com immediately with the subject line "URGENT: Change of Address - Order #[YourOrderNumber]".
• No Guarantees: While we will do our absolute best to catch your order and make the requested change, we cannot guarantee that we will be able to intervene before the package is handed over to the carrier.
• Customer Responsibility: Please double-check that all shipping details, including your name, unit number, and postal/zip code, are correct before clicking "Submit." Thistle & Wren is not responsible for orders delivered to an incorrect or incomplete address provided at checkout, and we are unable to retrieve packages once they have left our boutique.

We are committed to ensuring the prompt fulfillment and dispatch of your order. Please anticipate a shipping window of 3-5 days following order placement. Should you need expedited processing, we kindly ask you to contact us via email. Your satisfaction is our priority, and we are here to accommodate your requirements to the best of our ability.

Absolutely. Upon fulfillment of your order, we provide detailed tracking information, which is sent directly to your email. Rest assured, all our shipments are expedited and insured to the standard amount set by the courier, ensuring both prompt delivery and peace of mind. We are committed to keeping you informed every step of the way from our store to your doorstep.

International shipping is available upon request. Please contact us at info@thistleandwren.com. Thistle & Wren is not responsible for shipping fees and any customs or duty charges. 

Shipping is available for online purchases only. We do not offer shipping for in-store purchases or past purchases.

We do not hold orders for combined shipping.

When an item is exchanged, its value is attributed to the order it was exchanged for. As such, it does not count towards the free shipping threshold for any subsequent orders. To qualify for free shipping, each new order must independently meet our $250 threshold.

We prioritize the security and reliability of your order's delivery, and as such, we exclusively utilize insured expedited shipping methods. The choice of carrier is tailored to the specific delivery location to ensure optimal service. Please note that Lettermail does not offer the benefits of insurance or tracking capabilities, reasons for which we opt for more secure shipping alternatives.

Thistle & Wren's obligation is considered fulfilled upon releasing the shipment to the courier. We recommend initiating a claim with the courier for any lost or damaged packages. While we are unable to replace orders in such instances, we are committed to assisting you through the process with the courier to address and resolve the issue. Please contact us at info@thistleandwren.com

Please wait for your Pickup Order Notification. Typically orders placed for curbside pick up will be ready within 3 business days.

We need time to pick, process, and fulfill the order. We try to have your order ready as soon as possible. You will receive a notification email when the order is ready for pickup.

If you are having a friend or family member pick up your order, please provide them with the order number.

If you choose curbside pick up and do not live locally we will send an invoice to cover the necessary shipping charges.

Orders that have not been picked up in store within 4 weeks will be donated to a not for profit charity. Refunds will not be given. If you are needing more time to pick up your order, please send an email to info@thistleandwren.com. 

Local deliveries will be dropped off within 5-7 business days, if you require your order before that please send an email to info@thistleandwren.com and we will do our best to accommodate.

Deliveries to apartment buildings will be attempted once, if you are unable to retrieve your order at that time you will need to pick up in store. 

We recognize your concerns about the delivery of your order. For local deliveries, we are committed to ensuring that each package is handled with attention and care. We record proof of delivery. Our responsibility for the order ends once it has been delivered.

A Store Credit Voucher is a special form of store credit that is issued to a Preloved client account at Thistle & Wren Boutique. It is meant for use exclusively by the recipient and comes with specific terms and conditions.

The Store Credit Voucher is valid for 18 months from the date of issuance. After this period, it will expire and can no longer be used.

No, the Store Credit Voucher is strictly for the use of the identified recipient. It cannot be transferred, sold, gifted, donated, shared, or conveyed to any other person. Any such attempt will lead to the immediate deactivation and voiding of the voucher.

No, the Store Credit Voucher has no cash value and cannot be redeemed for cash under any circumstances.

Yes, for products purchased with Cash, Debit, Visa, Mastercard, or American Express, you can return the product as per the store's return and exchange policies and receive store credit.

No, the store credit received for returned items is different from the Store Credit Voucher. Unlike the Store Credit Voucher, this store credit does not have the same restrictions and may be transferred, gifted, sold, donated, shared, or otherwise conveyed to another person.

Yes, similar to the Store Credit Voucher, the store credit issued for returned items will expire 18 months after the date of issuance.