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, pierced jewellery or food items returned to us.

Gift vouchers are non-returnable

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.

We do not offer free returns. Any postage costs for your order and any subsequent returns are non-refundable unless the item we sent you was incorrect or damaged on arrival.

If you receive an incorrect, faulty or damaged item from us you must email us (to hello@thunderegg.co.uk) 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 for you. Please await our reply before sending items of this nature back to us as we can't accept responsibility for return postage costs if it's not sent via the correct channels. We will not accept responsibility for 'items damaged in transit/delivery' if you haven't notified us within 7 days of you receiving the order. 

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.

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.

Are you looking for our return policy for items bought in one of our Manchester stores?

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.

We strictly do not accept returns of items purchased in store sent back to us via the post. Our online store and physical stores are separate entities and we are physcially unable to offer any kind of exchange or refund for an in store purchase if the buyer is not present when the item arrives with us. If you would like to return an item purchased in store to us, it must be returned in person with proof of purchase within 14 days.