How to return a product

What is the return period?

You can request a return within 30 calendar days of receiving your order. Once your return request has been approved and you have received your return label or QR code, you must drop off the return with the courier within 7 working days.

Please note: Returns must meet the conditions set out in our Returns Policy to be eligible for a refund.

How do I request a return?

To request a return, please use our Request a Return link, which you can find at the bottom left of our website.

To get started, you’ll need your order number and the email address used to place the order. Simply follow the instructions to submit your return request.

Please note: Returns must be sent using the return instructions provided by Thrivin. We cannot process returns sent to unauthorized addresses.

Do I have to pay for return shipping?

Yes. Return shipping costs are the customer’s responsibility unless the product is faulty or incorrect.

Can I return a product after the return period has passed?

Returns requested after the 30-day return period are generally not accepted. If you have exceptional circumstances, please contact our Customer Support team before making a return.

Can I return multiple products in one shipment?

No, unfortunately not.

Please package your return as follows:

• Only include products from one order in each return parcel.
• Do not combine products from multiple orders in the same parcel.

Returns that do not meet these requirements may not be processed.

Can I return products bought during a sale?

Yes! Sale products can be returned.

You can choose one of the following options when you register your return: 

• Exchange for another product
• Receive a voucher for the product value

Refund of the purchase price (return shipping costs apply)

Exchanges & size changes

How do exchanges work?

When registering your return, select exchange and follow the instructions provided.

Once we receive and check your return, we will:

• Reserve the requested product where possible
• Process your exchange within 3–7 working days

Please note: Exchanges are subject to product availability.

What if the product I want to exchange for is no longer available?

If the requested product is no longer available when we process your exchange, our Customer Support team will contact you to discuss the available options.

Depending on availability, you can choose an alternative size or product of the same value.

If no suitable alternative is available, we can offer a voucher or refund, in accordance with our Returns Policy.

Where can I find my order number?

• Your order number can be found in your confirmation e-mail.
• Can’t find the email? Please contact our Customer Support team.

Product issues

What if I notice that my product is damaged or defective?

If you notice that your product is damaged or defective, please contact our Customer Support team as soon as possible.

To help us assess the issue, please provide your order number, clear photos of the affected product, and a brief description of the issue.

Once we receive your information, our Customer Support team will review the issue and get back to you with the next steps.

What if I receive the wrong product or a product is missing?

Please contact our Customer Support team as soon as possible by e-mail or contact form. 

We will provide you with a resolution as quickly as possible.

Refund timelines

When will I receive my refund?

Once your return has been approved, we will process your refund within 3 working days. Please allow up to 3 additional working days for the funds to appear in your account, depending on your bank or payment provider.

Refunds are issued to the original payment method used for your order. Requests to change the refund account cannot be accommodated.

If you choose a voucher as your refund, it cannot be canceled or exchanged for cash.

For more information, please see our Returns Policy.

Returns policy

Where can I find your returns policy?

You can find our returns policy by clicking here.