FAQ

Can I return my item for a refund?

Yes. You can. Please refer to our refund policy here:  Refund policy – Thomasandkay

 

Can I cancel an order or make changes after I make my purchase or?

In general, you can cancel an order within 30 minutes after placing your order.  In some cases we can try to assist you with canceling an order or making changes as long as we are notified before the item has shipped.  After an item has shipped, we cannot cancel the order or make changes. If you wish to return your item upon delivery, you can initiate a return within 30 days, based on our refund policy found here:  Refund policy – Thomasandkay

 

Why can’t I cancel an order after it has shipped?

After an item has shipped, we do not control the item and we have no way of reversing the shipment back to us.

 

Does Thomas & Kay provide shipping details throughout the delivery process?

We will provide our customers with the information we have. We can provide the shipping date, tracking number, and shipping service used, but we cannot provide any more insight concerning the status of your package. We do ask that you contact the shipping service directly with any tracking problems as we are no longer in control of the item once it has been shipped.

 

Why did I not receive a confirmation email after my purchase.

Confirmation emails are auto generated immediately upon your purchase. There is never a case in which we do not send a confirmation email. However, if there is an error in the email provided at the time of purchase, the email will be bounced back. In some cases, email servers may deliver our emails to your spam folder. Please check your spam folder if you have not received an email from Thomas&Kay.

 

Why did I not receive tracking information for my package?

Tracking notification emails are auto generated immediately upon shipping. However, if there is an error in the email provided at the time of purchase, the email will be bounced back. In some cases, email servers may deliver our emails to your spam folder. Please check your spam folder if you have not received an email from Thomas&Kay.

 

Why does my tracking number show no information?

In some cases, the shipping service may have delays with their scanning systems and tracking information may not be shown in real time. Please give some time for these delays to get fixed. We do monitor all shipments to make sure our customers receive their packages and will happily refund customers if items are deemed to be lost after a given time.

 

How long does it take for my package to arrive?

Most items arrive within 3 -5 business days after the order date.

 

What if my package is lost or I never receive it?

If your order does not arrive within 30 days, you can apply for a refund by opening a dispute if the item is deemed lost.

  

Why are my items shipped separately?

Most items are shipped from our Pasadena office and will be mailed together.  However, for some items, we have partners who store our products at various locations. When receive your order, we notify our warehouses to ship your items to you directly. In some cases, this may cause you to receive multiple shipments, depending on the items you’ve ordered.

 

When will my item be shipped?

Typically, our items ship within one business day.

   

What if my item is damaged upon delivery?

If your item is damaged upon delivery, please contact us to initiate a refund. Our refund policy is found here:  Refund policy – Thomasandkay

 

How do I return an item?

Please refer to our refund policy found here: Refund policy – Thomasandkay

 

Who is Thomas & Kay?

Thomas & Kay is a small, family-owned business, located in Pasadena, California. We are extremely passionate about providing outstanding quality and service to our customers. Our company name is a combination of the middle names of the owners. Growing up in the Los Angeles area, we have long been inspired by oceans, mountains, deserts, and the overall natural beauty that surrounds us. City life and rural landscapes have shaped the clothing we aim to provide our customers. Whether if it’s a social event, leisurely play, or a great adventure, Thomas & Kay has you covered.