During COVID-19 - what changes?

Thank you so much for your support during this time. As you know, COVID-19 requires special procedures, and we want to make sure everyone is safe! Please keep in mind that these measures may affect your order experience.

- We may experience up to 3-week delays in our average time deliveries, due to COVID-19's impact on the processing time of our carrier. The return period is valid within 30 days of the delivery date.

Parcel deliveries in countries like Germany, Austria, France, and Italy are now contactless. This means a mail carrier will no longer need your signature for delivery. Keep this in mind while ordering!

We would also like to assure you that the THU Team will take all necessary safety measures while preparing your order. When it arrives, don't forget to throw out the package and wash your hands! 

Thank you for understanding.

General Questions

How do I place an order? 

To place an order, please add items to your cart by clicking the "Add to Cart" button on the product page. For apparel items, you will need to choose the size button first. Click “checkout” button when you are ready to place your order in the down right-hand corner of the web page. In checkout, you will submit your payment and shipping information.

Please review your order before checking out to ensure that the correct items/sizes are being ordered. When the information is entered, click "Continue to payment method" to place your order. Please note that if you don't pick up your order at your local post-office within their limit dates and your order gets sent back to us, the THU Store will not be held accountable. You will have to pay a new shipment to get it back.

Can I cancel my order?

If you haven't received an e-mail saying that your order has been shipped, you're still on time to cancel it. Please see our Cancellation Policy for more information.

Payment 

Which payment options are available to me?

You can use Paypal and credit card (Visa and Mastercard) to pay for your order.

Which currency can I buy in?

All prices at THU Store are displayed in Euros. We suggest you look up the latest exchange rate, to better understand the prices.

Prices

All prices at THU Store are displayed only in Euros (€). We suggest you look up the latest exchange rate, to better understand the prices. Availability information for the products in our shop is listed on each item's detail page. As we process your order, we will inform you by e-mail if any items you order turn out to be unavailable or if their delivery will be delayed due to any reasons. When you place an order to purchase a product from THU Store, we will send you an email confirming receipt of your order and containing the details and the total value of your order.

Shipping

We currently ship only to: 

  • The EU (except for Guadeloupe, French Guiana, Martinique, Réunion, Mayotte, French Polynesia, Saint Pierre and Miquelon, Wallis and Futuna, Saint Martin, Sant Barthélemy and New Caledonia);
  • Switzerland
  • Ukraine
  • Norway

 How much is shipping?

To estimate shipping costs, please add items to your shopping cart. Please note that some countries outside the EU zone might have to add Custom taxes on top of the shipping costs. We advise you to look up the information for international purchases in your country.

We ship our products using nationally recognized carriers. You will take title to products sent to you at the time we pass them to the shipper, and you will bear the risk of loss during shipping. If you fail to receive a product, please contact the shipper directly.

Please note that if you don't pick up your order at your local post-office within their limit dates and your order gets sent back to us, the THU Store will not be held accountable. You will have to pay a new shipment to get it back. We cannot ensure timely deliveries during the Christmas season.

Can I track my order online? 

Yes. You can track your order directly on our dispatcher’s website. After you placed an order you will receive an e-mail confirming that it was dispatched. There you will have a tracking number and a link to the site of the dispatcher.

Returns

Can I return my order?

We want you to be happy with your purchase. If you aren’t, you can return unused, undamaged products within 30 days from the delivery date. Please read our Returns and Exchange policy before contacting us. If you still have questions, please reach THU Store support team.

Does it have any costs? 

We cannot refund shipping unless the return is due to our error, damaged or defective merchandise. Please read our returns and exchange policy. 

Site Errors

Why am I unable to add items to my cart? 

Please be sure that the item you are trying to add is in stock. The sizes that are out of stock are dimmed and cannot be added to the cart. Other items will not have an “Add to Cart” button on the product page. If the item is in stock and you cannot add it, first try to clear your cache and cookies, and refresh the product page. If you still cannot add it, please contact THU support for help. 

Please make sure your country is eligible for shipping. If you experience an error while browsing in our store, please contact THU support. Please provide all information on the error you experienced, including error codes and screenshots.

If you are trying to add an available size and get an error that the item is out of stock, please contact THU support. 

If you need more information or your order is not found, please contact THU support.