Due to the current situation of COVID-19,
all our Retail Shops and Online-Shop will be closed from 7th April to 4th May 2020. As such, we are unable to handle any returns from online purchases at the moment. If you wish to return an online purchase during this period, do drop us an email at firstname.lastname@example.org within 14 days of receiving. The item may be mailed back to our office when the measures have been lifted as we understand that we should all try to stay home as much as possible. We seek your kind understanding and patience during this period of time.
Starting from the day you or a third party appointed by you (who is not the carrier) takes possession of the ordered good(s) you can return all items purchased on THOMAS SABO online shop within 14 days.
Cancellation and return process
If you need to send items back to us, please make sure to follow the following instructions:
- Please return the items fully in their original packaging to us; the purpose for this is to protect the goods from damage during transport on return.
- The delivered goods may only be used for the purpose of examination – comparable to a fitting in a shop. We are entitled to demand compensation if there is any deterioration of the goods as a result of further use
- The direct shipping costs for returning the goods are borne by you.
- Always make sure that the package you send can be tracked as we assume no liability for damage, loss and theft during transport.
- Please hold onto the shipping document for future reference.
- Make sure to include your reason for return.
Please return your items to the following address:
THOMAS SABO Pte Ltd
E-Commerce / Return
60 Paya Lebar Road #11-35
Paya Lebar Square
Please note that it may take several days for our returns department to process the return.
Goods that have been made to customer specifications or clearly tailored to the personal needs of the customer (e.g. engraved items) cannot be returned. All engraved pieces of jewellery are a final sale and were engraved in accordance with the customer's instructions. THOMAS SABO is not liable for errors such as spelling mistakes that are based on an instruction or specification provided by the customer.
SPECIAL INSTRUCTIONS FOR ENGRAVED GOODS
You can purchase any engravable THOMAS SABO item without having it engraved and then have it engraved later at any THOMAS SABO shop, free of charge.
Processing time for returns
Your refund will usually be processed within 2–4 business days after the goods are received. Upon receipt of items, the payment method originally used for the purchase will be credited with the cost of the goods, minus the delivery charges (exceptions may apply).
Please note that the processing of complaints, repairs and restorations may take a longer time.
The refund shall be made directly to your PayPal account. You can determine whether the refunded amount should remain in your PayPal account or be returned to your bank account.
Credit and debit card refunds
Upon receipt of the returned items, the credit or debit card originally used for the purchase will be credited with the refund. Please note that in some cases the refund may only show up on the next bank statement.
Exchange for a different size
We regret to inform you that, due to our automated ordering system, we are unable to issue an exchange for a different size in our online shop. Please return the item to us and reorder it in the correct size.
You are also welcome to exchange the items within 14 days in one of THOMAS SABO’s own shops by presenting the online invoice as a proof of receipt. Discounted items are excluded from exchange.
In general, it is not possible to return/get a refund for an online shop order in one of our THOMAS SABO shops.
Most bracelets can be subsequently extended or shortened for a fee. Further information about this service can be found in the section on ‘services’. Or simply contact our customer service at email@example.com for further information.