Frequently Asked Questions
Orders & Payments
What currency are the prices in?
Unless otherwise stated, all our prices are displayed in US Dollars.
How do I place an order?
You’d be thrilled to know that placing an order is extremely easy.
STEP 1. After you’ve chosen what you’d like from our products, simply select ‘add to cart’, which is located on the product page. Once you click on the cart icon, which is along the navigation bar, the page slides over to the left to reveal your items in your “cart”.
STEP 2. Now that your items are ready to be whisked away, you’ll need to fill in your details and select your desired payment method. We’ve made it easier for you with the choice of credit card, PayPal and/or international bank transfer. You may also enter coupon codes at the checkout page for that extra bit of discount.
STEP 3. Confirm your payment & you’ll instantly receive an email and SMS confirmation – where else would you find such efficiency? You can visit our ‘Shipping Policy’ page to check how long you can expect your delivery to take, before putting your feet up with a cup of tea.
Do I need an account to place an order?
No. An account is automatically created for you during checkout. This allows us to make note of any special requirements you may have and makes it easier for you to log in.
What modes of payment are available?
Thamesbury accept three forms of payment – credit card, PayPal and international bank transfer.
- Credit or Debit Card Payments
Credit & debit card payments are processed securely via PayPal. Your transaction is encrypted and we take steps to comply with Singapore Data Protection Law.
PayPal allows you to securely make transactions, even if you do not have a PayPal account. Choose this method at checkout for fast payment – you probably have far better things to be doing with your time than filling out forms.
- International bank transfer
An international bank transfer is most efficient in cutting out the middleman. Please note that your bank may charge a fee for international bank transfers; we advise you to check before choosing this method.
Is it safe to pay on your website?
Absolutely. Thamesbury use TLS 1.2 (Transport Layer Security), which is the most advanced security to process your personal information during all communication, as well as transactions. You can’t get safer than that.
How do I track my order?
Simply click on the ‘Track Order’ link on the upper right hand corner of the page. Input your order number and email address to view your purchase with us.
How do I know if my order is being processed?
Rest assured, once you have completed the order process, you’d receive an email and SMS to let you know that we’ve received it. All you have to do from here is relax and wait for your parcel.
How is my order packaged?
Your items are placed in a presentation gift box and packaged in either a bubble wrap envelope or brown delivery box. In your package you will find our Customer Care letter and perhaps even other surprises.
How do I cancel my order?
You may cancel your order at anytime within 12 hours from the time & date of your purchase by emailing us with your order number & we’ll give you a full refund. After 12 hours, our resident pigeon will have already left with your package, making it impossible to cancel. You can find more information by visiting our Returns Policy page.
Do I have to pay taxes and duties on my order?
Yes. The prices you see on our website are exclusive of taxes. You will be required (by your government) to pay all VAT or GST taxes that may be payable upon import of your package in order for it to reach your country.
What is the Wish List?
Whilst you’re shopping, you can easily add your favourite products to customised lists. You can return to them later and even subtly hint to your friends and/or family by sharing your wish list with them.
How do I create a Wish List?
You can create a wish list by selecting ‘Add to Wish List’ from any product page. You must be signed in to do so and you can locate your wish list at the main navigation bar.
Do you provide gift wrapping services?
No, that is because our products are packaged in our beautiful gift boxes; the crème de la crème of gift boxes, in fact. The gift boxes can be reused, while on the other hand, paper wrapping is wasteful and environmentally unfriendly. So you made the right choice really.
Are the products you sell authentic?
Yes. All Thamesbury products are authentic, it comes from the heart and soul of our team; we even distribute our own designs.
Is my Personal Information kept safe?
Your information is highly valued and kept strictly confidential. We never share it with third parties, unless we’re required to do so by law. We take active steps to comply with Singapore Data Protection Act, in order to protect your identity and online safety. To find out more, feel free to contact us at email@example.com
I've forgotten my password! Please help!
We know how distressing missing out on great prices can be, so we’ll keep this simple. At the login page, click on the ‘Forgotten Password’ link and follow the instructions. For your security, we cannot send your password via email but you can speak to us at firstname.lastname@example.org to get advice. We’d have you back online in no time.
Do you offer Corporate Gifting?
Choosing the right gift can be hard, which is why we’re committed to taking the load/responsibility for you. We’d love to hear what you’re looking for and let you know how we can help. Contact us at email@example.com with your ideas and we’ll have our Customer Relations Manager contact you.
Shipping & Returns
How much do I have to pay for Shipping?
Standard worldwide shipping is at a low flat rate of $5.90, but if you spend over $100, shipping is free of charge! You can see detailed information about shipping to your location, as well as information about our expedited delivery service via our Shipping Policy page.
Where do you ship from?
We ship globally from our distribution centre in Singapore. You can see detailed information about shipping to your location, as well as information about our expedited delivery service via our Shipping Policy page.
How long does my delivery take to arrive?
Delivery within Singapore takes 3-5 days. International deliveries take between 5 – 14 days. You can get a clearer estimation based on your location by visiting our Estimated Shipping Times page.
Can I change my delivery address after placing an order?
Yes, you can change your address by visiting the ‘My Account’ page, but you can only change your address before your item is dispatched, so it’s important to check its status via the ‘Track Your Order’ page beforehand.
If you would like to change your delivery address because you’re buying as a gift, then stop right there! Instead of going through the lengthy hassle of changing addresses, simply click on the ‘Purchase as Gift’ box on the product page and enter the recipient’s information.
Can I return an item?
Of course – if your cufflinks aren’t a perfect fit for you, you’re free to return them within 14 days of purchase to the address listed on our Returns page. Shipping costs for return items are your responsibility, unless it is an item defect, then we take full responsibility and will reimburse your shipping costs accordingly.
There is a item defect, what do I do?
We provide a 14-day warranty period on all orders. The 14 days start from the date of delivery and not shipment, so not to worry, you may monitor your product for 14 days at your convenience.
When you experience a defect, simply follow the instructions in the Customer Care letter that comes with every purchase and we will do an exchange or refund for you accordingly. Or else, simply contact us at firstname.lastname@example.org and we will help you along.