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Return policy

Thistle & Wren Boutique Returns and Exchanges Policy 

1. Policy Overview

To keep our inventory carefully curated, we offer exchange or store credit within the timelines below. Refunds are not offered.  Store credit is valid for 6 months and will automatically expire. 

3. Return Windows

Item Type Time Frame
 Outcome
New Merchandise 7 Days Exchange or Store Credit
Preloved Items 3 Days Exchange or Store Credit
Sale Items Final Sale Not Eligible

4. Return Conditions (Applies to All Eligible Returns)

To qualify for an exchange or store credit, items must:

  • Be returned within the applicable return window
  • Be in original condition
  • Be unworn, unwashed, and unused
  • Have all original tags attached
  • Include original packaging where applicable
  • Be clean and free from odours, stains, or hair (animal or human)
  • Be accompanied by the original sales receipt

Thistle & Wren reserves the right to refuse any return that does not meet these standards.

5. Non-Returnable Products

The following items are final sale and cannot be returned or exchanged.

Hygiene & Safety Items
For health and safety reasons, these items cannot be restocked once purchased:

  • Teethers
  • Pacifiers and pacifier cases
  • Baby bottles
  • Rattles
  • Tableware
  • Swimwear
  • Intimates
  • Beauty products
  • Sunglasses
  • Headwear
  • Plush toys and stuffed animals

Policy-Based Final Sale Items
These items are final sale due to store policy and inventory nature:

  • Seasonal items
  • Gift cards
  • Discounted merchandise

6. Online Orders - Cancellation & Exchanges

  • Online orders cannot be cancelled once placed.
  • We do not offer item-for-item exchanges for online orders. Approved returns are issued as store credit for a future purchase.
  • Eligible online returns will be issued as store credit to be used on a future purchase.

7. Mail Returns (Online Orders)

Pre-Approval Required
Email info@thistleandwren.com with your order number and return details before sending any items back.

Restocking Fee
A $9.99 CAD + applicable tax restocking fee will be applied to online return requests.
This fee is waived for damaged, defective, or incorrect item claims.

Shipping Responsibility

  • Customers are responsible for all return shipping costs for voluntary returns or exchanges.
  • Original shipping fees are non-refundable.
  • Trackable shipping is strongly recommended.
  • Thistle & Wren is not responsible for items lost or damaged in transit.

Processing Time
Store credit will be issued within 2–3 business days after the returned item is received and approved.

8. Damaged, Defective, or Incorrect Items

Please report any damaged, defective, or incorrect items within 7 days of receipt by emailing info@thistleandwren.com with:

  • Order number
  • Description of the issue
  • Clear photographic evidence

If an incorrect item was sent:

  • A prepaid return shipping label will be provided.
  • Replacement or adjustment will be processed only after the item has been returned and inspected.
  • We do not cross-ship replacements.

Shipping Label Validity
Prepaid labels are valid for 10 business days from the date issued. The package must be dropped off within this timeframe.

Closure of Request
If the return shipment is not dropped off within the 10-day validity period of the prepaid label, the request will be closed and the item in your possession will be considered accepted.

    9. US & International Orders

    To ensure a seamless delivery experience, Shopify collects applicable duties and taxes at checkout for most international orders (Delivered Duty Paid). However, due to the complexities of cross-border logistics, the following terms apply:

    • Final Sale: All orders shipped to the United States or internationally are Final Sale and are ineligible for return, exchange, or store credit.

    • Non-Refundable Duties: In the rare event that an exception is made to accept a return, duties, taxes, and shipping fees are non-refundable. These funds are remitted to the destination country's government and cannot be recovered. Any refund or store credit issued will be strictly for the product value only.

    • Refused Shipments: If a shipment is refused by the receiver or returned due to an undeliverable address, the original shipping costs, duties, and taxes, as well as any return shipping fees incurred by Thistle & Wren, will be deducted from any potential refund.

    10. Warranty Claims

    Warranty claims must be directed to the manufacturer. Thistle & Wren is not responsible for replacing used items but can assist in directing customers to the appropriate warranty contact if needed.

    Contact Information

    For questions or return approvals, please contact: info@thistleandwren.com.