Delivery, Exchanges and Returns

Want to exchange or return your order?

The quickest way is by starting a return online.

FREE DHL Worldwide Delivery and Exchanges

Orders are normally despatched within 1-2 working days, although we do offer  priority next day delivery and same day despatch options.

UK 

• FREE UK Delivery 1-2 working days (orders over £200) to UK mainland addresses
• Priority next working day (Mon-Fri) delivery available (£7.50) not guaranteed but 99% on time
• Exchanges are free, for the same style in a different size, subject to availability, limited to one exchange per order
• Returns: we can offer a pre-paid Returns label. Cost is £10 for one pair, which is debited from any amount we refund you. Alternatively you can post the order back to us for example at a post office or using another courier. We recommend using a signed for service and proof of delivery.

EU  

• FREE EU delivery (orders over £200) 2-5 working days
• Taxes and customs paid/included in price
• Priority same working day despatch available (£12.50) for orders received before 9am EST/2pm UK Mon-Fri)
• Exchanges are free, for the same style in a different size, subject to availability, limited to one exchange per order
• Returns: we can offer a pre-paid Returns label. Cost is £30 for one pair, which is debited from any amount we refund you. Alternatively you can post the order back to us for example at a post office or using another courier. We recommend using a signed for service and proof of delivery. 

US, Canada 

• FREE US, Canada delivery (orders over £200) 2-5 working days
• US Tax Free up to $800 USD limit
• Priority same working day despatch available (£12.50) for orders received before 9am EST/2pm UK Mon-Fri)
• Exchanges are free, for the same style in a different size, subject to availability, limited to one exchange per order
• Returns: we can offer a pre-paid Returns label. Cost is £30 for one pair, which is debited from any amount we refund you. Alternatively you can post the order back to us for example at a post office or using another courier. We recommend using a signed for service and proof of delivery.

Australia, New Zealand

• FREE delivery (orders over £200) 5-8 working days
• Australia Tax Free up to $1000 AUD limit
• Exchanges are free, for the same style in a different size, subject to availability, limited to one exchange per order
• Returns: we can offer a pre-paid Returns label. Cost is £50 for one pair, which is debited from any amount we refund you. Alternatively you can post the order back to us for example at a post office or using another courier. We recommend using a signed for service and proof of delivery.

International/Rest of World

• FREE Worldwide delivery (orders over £200) 5-10 days
• Exchanges are free, for the same style in a different size, subject to availability, limited to one exchange per order
• Returns: we can offer a pre-paid Returns label. Cost is £50 for one pair, which is debited from any amount we refund you. Alternatively you can post the order back to us for example at a post office or using another courier. We recommend using a signed for service and proof of delivery.

Exchanges - Wrong Size? We offer FREE Exchanges

Want a different size? Email us at help@tblon.com within 30 days and let us know you want to exchange for a smaller or bigger size. Exchanges are free, for the same style in a different size, subject to availability, limited to one exchange per order.

Returns Policy

Want to return your order?

The quickest way is to tell us by starting a return online via our Returns page. 

We can email pre-paid Return Labels. This is normally the lowest cost option because of our preferential courier rates. Alternatively you can post the order back to us for example at a post office. In this case we recommend using a signed for service with proof of delivery.

If outside the UK please be sure to mark the return customs form clearly as 'returned goods' as we are unable to pay for fees or duty due to clear customs at the UK border. 

Exchanges & Returns/Damaged Returned Items

We will accept exchanges and returns within 30 days for any product returned in an original, unworn condition in their original packaging. We therefore recommend you try them on a carpeted surface to assess the fit so that the uppers and soles are not marked in any way. Also take care not to take heavy steps that will bend or crease the leather. If products are returned damaged, worn, marked or creased, they will not be eligible for a full refund. The customer will be responsible for shipping costs back to them if they wish to have the products back.

International Orders - Customs/VAT

If ordering from outside the UK and EU, prices exclude taxes which may be payable locally depending on the rules of each country. 

If ordering within the EU, VAT and customs are INCLUDED in the price.

You are responsible for any local customs/tax/admin fees depending on your country’s import rules.  

Examples of current limits are shown below, but please check with your own country and customs for latest rate:

• USA - $800 USD
• Australia - $1000 AUD

They are payable locally to the courier and are not the responsibility of Thomas Bird. Upon payment of these charges the parcel will be released for delivery. Any parcels returned to Thomas Bird because of refusal to pay these charges or accept the parcel will be refunded with a deduction to cover the cost of the return delivery back to us.

Returns due to non-receipt by customer

Any returns costs as the result of an order not being accepted by the customer, where the courier has to return the package to us, will be deducted from the amount refunded.

Returns Address

Thomas Bird Returns
Unit 1, Carousel Way
Northampton
England
NN3 9HG
United Kingdom

This does not affect your statutory rights.

Video - Customer Service/Delivery