Shop with Confidence: Our Commitment to Hassle-Free Returns

Introduction
At Then, your satisfaction is our highest priority. We believe that shopping for gifts should be a joyful and stress-free experience. If for any reason you are not completely delighted with your purchase, our returns policy is designed to make the process as straightforward and fair as possible. This policy applies to all online purchases made through our UK-based website and is governed by the laws and regulations of the United Kingdom, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

Eligibility for Returns

To be eligible for a return, the item must be unused, in the same condition that you received it, and in its original packaging with all tags attached.
Certain goods are exempt from being returned for hygiene and safety reasons. This includes, but is not limited to, perishable items (such as food or flowers), personalised gifts, earrings, and items marked as non-returnable in the product description.
Gift cards and downloadable products are non-returnable and non-refundable.

Change of Mind Returns

Under UK law, you are entitled to a 14-day “cooling-off” period for most online purchases. This means:

You can cancel your order within 14 days of receiving your goods without giving any reason.
To exercise your right to cancel, you must notify us in writing within 14 days of receiving your order—this can be via email at [customer support email] or via our returns portal.

After notifying us, you have a further 14 days to return the item(s) to us.

Faulty, Damaged, or Incorrect Items

If you receive a faulty, damaged or incorrect item, please contact our customer service team as soon as possible and no later than 30 days after receipt of goods. We will offer you the choice of a replacement, exchange, or full refund. We may request photographic evidence of the fault or damage to assist with processing your return quickly.

Returning a Gift

If you received an item as a gift and wish to return it, please provide the order number or the name of the purchaser to help us locate the order.
Gift returns are eligible for store credit or an exchange for an item of equal value, provided the return request meets the eligibility criteria above.

Return Process

Contact Us: Email our customer service team at sales@thenstore.co.uk. Please include your order number, details of the item you wish to return, and the reason for the return.
Receive Return Instructions: Our team will guide you through the returns process and provide you with a return authorisation and the return address.
Pack and Send: Carefully package the item in its original packaging, including any accessories, documentation, or free gifts received with your purchase. Obtain proof of posting from your chosen delivery service.
Refund or Replacement: Once we receive and inspect the returned item, we will process your refund or replacement as soon as possible, usually within 7 working days.

Return Shipping Costs

If you are returning an item because it is faulty, damaged, or was sent in error, we will cover the cost of standard return postage within the UK. Please contact us before sending your item back, as we may provide a pre-paid returns label.
For returns due to a change of mind, you are responsible for the cost of return postage. We recommend using a trackable and insured service, as we cannot be held responsible for items lost or damaged in transit.

Refunds

Refunds will be issued to the original method of payment, excluding original delivery charges, within 7 working days of receiving and inspecting the returned item unless the item is faulty or not as described.
For gift returns, store credits or exchanges will be provided instead of refunds, unless the original purchaser requests a refund.
We will notify you by email once your refund has been processed.

Exchanges

If you wish to exchange an item, please specify the replacement item when contacting us. Exchanges are subject to stock availability.
If the replacement item is of higher value, you will be required to pay the difference before the exchange is completed. If it is lower in value, we will refund the difference to the original payment method or as store credit.

Non-Returnable Items

Please note, for reasons of hygiene, safety, and personalisation, certain types of goods cannot be returned or exchanged unless faulty. These include:

Personalised items made to your specification
Perishable items (e.g., food, drink, flowers)
Intimate or sanitary goods (e.g., earrings, cosmetics)
Gift cards and downloadable products

Late or Missing Refunds

If you have not received your refund within 10 working days of notification, please:

Check your bank or payment method again
Contact your credit card company or bank; it may take some time before your refund is officially posted
If you have done all of this and still have not received your refund, please contact us at [customer support email]

Your Statutory Rights

Nothing in this policy affects your statutory rights as a consumer under UK law. For more information on these rights, please visit the Citizens Advice website or contact your local Trading Standards office.

Policy Updates

We reserve the right to update or modify this returns policy at any time. Any changes will be posted on our website and will apply only to purchases made after the date of the update.