All returns must be submitted within 14 days of delivery. To qualify for a refund or exchange, items must be in perfect, unworn condition and returned in their original packaging. Jewelry that arrives damaged due to improper return packaging may be subject to a repair fee.
If you opted for Protected Checkout with Free Returns + Package Protection (highly recommended), you’ll receive the most flexibility. This includes:
- Free returns and exchanges
- Coverage for lost, stolen, or damaged packages
- Access to an easy-to-use return portal for quick processing
If you opted for Standard Checkout, return fees apply and we still offer:
- One free exchange
- Returns are still accepted. Return shipping costs are the customer’s responsibility and payment for the return label is collected when the return label is generated. A $4 processing fee will also be deducted from your refund total.
- Access to an easy-to-use return portal for quick processing
*International orders are not eligible for return, except for Canada. Return shipping is the responsibility of the customer.
*Customized and engraved jewelry are not eligible for refund.
THATCH stands behind the quality of our designs and the integrity of our brand. If you have any questions or concerns, our small but mighty Customer Care team is always here to help—please reach out at: hello@shopthatch.com
Right of Withdrawal (EU Customers)
Under the EU Consumer Rights Directive, you have the right to withdraw from any contract within 14 days of receiving your order without providing a reason.
Please note that under Article 14(1) of Directive 2011/83/EU, customers are responsible for the cost of return shipping. A prepaid label will be provided through our withdrawal portal; the label cost will be deducted from your refund.
We will issue your refund within fourteen (14) days of receiving notification of your cancellation, or, if later, once we have received the returned goods or you have provided proof that the goods have been shipped back to us.
This right applies to all items purchased through our store, with certain exceptions such as digital and custom products. Article 16 of Directive 2011/83/EU.