Store Policy FAQ

As a small business, we focus on providing unique, high-quality products and personalized service rather than competing with larger stores on price. Our pricing reflects the true cost of sustainably sourcing and selling our products. We appreciate your understanding and continued support, which helps us maintain our commitment to quality and community values.

Our return policy allows you to return items within the specified period. If an item goes on sale after your purchase, you are welcome to return the original item in accordance with our Return Policy and repurchase it at the current sale price. We strive to provide a balanced approach that respects both our valued customers and our business needs.

Our promotions are exclusive to their designated timeframes. We are unable to extend discounted prices to purchases made outside of these specified promotional periods. We appreciate your understanding and invite you to take advantage of future sales.

Due to the exclusive and limited nature of our inventory, we are unable to offer holds on products. This policy ensures that all our valued customers have an equal opportunity to purchase these one-of-a-kind items. We understand this may be inconvenient at times and thank you for your understanding and continued support.

Thistle & Wren Boutique does not provide refunds.

Thistle & Wren offers a 3-day exchange or store credit policy for preloved items. We do not offer refunds. To qualify, we require your sales receipt. Items must be in perfect condition, unworn, unwashed and still have the sales tag still attached. All merchandise purchased on sale is a final sale.

Thistle & Wren offers a 7-day exchange or store credit policy for new items. We do not offer refunds. To qualify, we require your sales receipt. Items must be in perfect condition, unworn, unwashed and still have the sales tag attached. Packaging must be original and in perfect condition. All new merchandise purchased on sale is a final sale.

While we accept returns for the majority of our products, please note that due to hygiene and safety concerns, some specific items are non-returnable. These include teethers, pacifiers, pacifier cases, baby bottles, rattles, tableware, swim wear, intimates, sunglasses, headwear, beauty products, and seasonal items. Additionally, gift cards and discounted items are considered final sales and are non-returnable.

To qualify for a return, in-store and online items must meet the following criteria, except in cases of defective or damaged products:

• Be in their original packaging, including tags and instruction booklets.
• Be in their original, unused condition.
• Be disassembled (if applicable).
• Be clean, free of unusual odors, and devoid of any hair (animal or human).
• Receipt of sale

Please note that all returned products undergo a rigorous inspection. We reserve the right to decline returns for items that do not meet the above criteria. In such cases, we may return the item to the buyer at the buyer's expense, and a restocking fee may apply.

If you are mailing back an item purchased in store, ensure that you have communicated with Thistle & Wren and that the items being mailed back meet the Product Return Criteria. Customers are responsible for the cost of shipping. Tracking is highly recommended as Thistle & Wren is not liable for lost or stolen packages.  

Orders cannot be cancelled.  In-store credit, not inclusive of shipping or associated administrative re-stocking fees, will be issued as per the preloved or new merchandise return policies, see above. 

While we do not accept direct exchanges for online orders, if you require a different size or model, we can provide you with a Store Credit. You can use this credit to place a new order once your returned package is received.

If you are mailing back an item purchased in store, ensure that you have communicated with Thistle & Wren and that the items being mailed back meets the Product Return Criteria.  Customers are responsible for the cost of shipping. Tracking is highly recommended as Thistle & Wren is not liable for lost or stolen packages.  

To initiate an online return, please follow these steps:

1. Send us an email at info@thistleandwren.com, including your order number and the products you intend to return or exchange.
2. Once your request is processed and approved by our customer service team, please return the item in its original condition within 7 days of receiving your order to the following address: Thistle & Wren Returns 1311 Gladstone Ave. Victoria, BC, V8R 1R9 Canada

A re-stocking fee of $9.99 CDN plus tax applies to each online return request (excluding surcharges applicable to certain items).

We strongly recommend using a trackable shipping service and purchasing shipping insurance for your online returns. For added security and reliability, consider using reputable carriers such as Canada Post, UPS, FedEx, or Purolator. Please be aware that we are not responsible for items lost or damaged in transit. Additionally, we cannot accept items that require a fee upon arrival. Choosing these trusted carriers helps ensure a smooth and efficient return process. Thank you for your understanding and cooperation.

Return Address: Thistle & Wren Returns 1311 Gladstone Ave. Victoria, BC, V8R 1R9 Canada

Shipping costs are non-refundable and paid by the customer.

For any items you wish to return, the cost of shipping to and from the boutique is the responsibility of the customer.

Upon receiving your returned online item, we will process the refund via store credit within 2 to 3 working days, provided that the product meets our return criteria.

It is the customer's responsibility to inspect items upon receipt. If you receive a defective, damaged, or incorrect product, please contact us within 7 days of receiving your item at info@thistleandwren.com. To expedite the process, include photos of the problematic product and your order number. We will promptly assist you to find a solution.

We understand that it can be frustrating when products do not meet your standards. Please reach out the Manufacturer to begin a warranty claim. Thistle & Wren is not responsible for replacing used items. The manufacturer will evaluate the claim at their discretion.

Please refer to the Manufacturer warranty details. Thistle & Wren is not responsible for replacing a warranty claim. We can assist with warranty claims if required by the Manufacturer, please reach out to our customer service team at info@thistleandwren.com.

At Thistle & Wren, we value your satisfaction and strive to provide you with the best possible shopping experience. If you have any questions or require further assistance, please don't hesitate to contact us. Thank you for choosing Thistle & Wren!

Thistle & Wren offers free shipping on single orders over $175, which do not cost more than $30 in shipping fees.  The customer will be invoiced for any fees above $30 in shipping.  

We are committed to ensuring the prompt fulfillment and dispatch of your order. Please anticipate a shipping window of 3-5 days following order placement. Should you need expedited processing, we kindly ask you to contact us via email. Your satisfaction is our priority, and we are here to accommodate your requirements to the best of our ability.

Absolutely. Upon fulfillment of your order, we provide detailed tracking information, which is sent directly to your email. Rest assured, all our shipments are expedited and insured to the standard amount set by the courier, ensuring both prompt delivery and peace of mind. We are committed to keeping you informed every step of the way from our store to your doorstep.

International shipping is available upon request. Please contact us at info@thistleandwren.com. Thistle & Wren is not responsible for shipping fees and any customs or duty charges. 

Shipping is available for online purchases only. We do not offer shipping for in-store purchases or past purchases.

We do not hold orders for combined shipping.

When an item is exchanged, its value is attributed to the order it was exchanged for. As such, it does not count towards the free shipping threshold for any subsequent orders. To qualify for free shipping, each new order must independently meet our $175 threshold.

We prioritize the security and reliability of your order's delivery, and as such, we exclusively utilize insured expedited shipping methods. The choice of carrier is tailored to the specific delivery location to ensure optimal service. Please note that Lettermail does not offer the benefits of insurance or tracking capabilities, reasons for which we opt for more secure shipping alternatives.

Thistle & Wren's obligation is considered fulfilled upon releasing the shipment to the courier. We recommend initiating a claim with the courier for any lost or damaged packages. While we are unable to replace orders in such instances, we are committed to assisting you through the process with the courier to address and resolve the issue. Please contact us at info@thistleandwren.com

Please wait for your Pickup Order Notification. Typically orders placed for curbside pick up will be ready within 3 business days.

We need time to pick, process, and fulfill the order. We try to have your order ready as soon as possible. You will receive a notification email when the order is ready for pickup.

If you are having a friend or family member pick up your order, please provide them with the order number.

If you choose curbside pick up and do not live locally we will send an invoice to cover the necessary shipping charges.

Orders that have not been picked up in store within 4 weeks will be donated to a not for profit charity. Refunds will not be given. If you are needing more time to pick up your order, please send an email to info@thistleandwren.com. 

Local deliveries will be dropped off within 5-7 business days, if you require your order before that please send an email to info@thistleandwren.com and we will do our best to accommodate.

Deliveries to apartment buildings will be attempted once, if you are unable to retrieve your order at that time you will need to pick up in store. 

We recognize your concerns about the delivery of your order. For local deliveries, we are committed to ensuring that each package is handled with attention and care. We record proof of delivery. Our responsibility for the order ends once it has been delivered.

A Store Credit Voucher is a special form of store credit that is issued to a Preloved client account at Thistle & Wren Boutique. It is meant for use exclusively by the recipient and comes with specific terms and conditions.

The Store Credit Voucher is valid for 18 months from the date of issuance. After this period, it will expire and can no longer be used.

No, the Store Credit Voucher is strictly for the use of the identified recipient. It cannot be transferred, sold, gifted, donated, shared, or conveyed to any other person. Any such attempt will lead to the immediate deactivation and voiding of the voucher.

No, the Store Credit Voucher has no cash value and cannot be redeemed for cash under any circumstances.

Yes, for products purchased with Cash, Debit, Visa, Mastercard, or American Express, you can return the product as per the store's return and exchange policies and receive store credit.

No, the store credit received for returned items is different from the Store Credit Voucher. Unlike the Store Credit Voucher, this store credit does not have the same restrictions and may be transferred, gifted, sold, donated, shared, or otherwise conveyed to another person.

Yes, similar to the Store Credit Voucher, the store credit issued for returned items will expire 18 months after the date of issuance.