Question 1

Can I change my address?

Accepted Answer

I cannot change your address after the item has been sent (you have received a confirmation email). If your item has not yet been sent, please get in contact and I will do what I can to help.

Question 2

Can I cancel my order?

Accepted Answer

Once an order is being processed it is hard to cancel. However, please send us a message and we will see if it is possible. Please note that it is impossible to cancel made to order items.

Question 3

Can I return a product?

Accepted Answer

Unless your item has arrived damaged or defective, we do not issue refunds. However, if you have received an item that has a problem please feel free to send a message please include your order number if possible. We may ask you to send us a clear photograph of the product and ask for its return.

In the case the a product must be returned before a refund or partial refund is issued, please be aware that NO refund will be issued if the item is NOT returned. Sadly, there is a growing trend of empty returns being made. While we understand that sometimes mail gets lost or opened, repeated returns of empty packages will result in an offender being barred from purchasing further Thistle and Bard Products.

Sometimes, it is not necessary for an item to be returned. In the case of a shortfall we will expedite the additional components to you for no extra charge.

Question 4

What if my item doesn't arrive?

Accepted Answer

Please be aware that there are some external factors that Thistle and Bard has no control over. Postal strikes, poor weather, customs, celebrations, or local issues (such as unrest) can cause shipping to take longer than stated and we ask that you be patient. At peak times such as Christmas, local services are often overwhelmed and take longer.

If you feel your item has been lost in the post please get in contact. We will look into any tracking that we have on file for your item or you can refer to any tracking that has been sent to you. Not all items are sent by courier and sometimes small items have no tracking information (or a non-tracked shipping option was selected) in this case we are obliged to wait a mandatory 12 - 30 (international) working days. We are proud that 98% of our orders are shipped successfully and arrive well within their allotted time frame. The 2% were further tracked to where they had been left by couriers within 24 hours or were resent.

If a courier has a particular issue finding your address, we will give you the option to have that information stored on our system and will do our best to make sure that we use an alternative method where possible.

Question 5

Why is my item late?

Accepted Answer

The most common cause of this is where an order is placed that includes a made to order product that is causing us to hold onto the whole order while that item is being made. This can delay shipping.

You can always send us a message asking for a follow up and will be happy to check for you.

Question 6

Why did my item arrive in two parcels?

Accepted Answer

There are two potential items for this:

a) Part of your order was shipped from our rented warehouse space.

OR

b) A mistake was made during the shipping process and the mistake was rectified after the original order had already been packed resulting in two parcels.

Question 7

Why is my shipping so high / How is my shipping calculated?

Accepted Answer

Shipping is calculated by weight, size and distance (not by number of packages). This means that an order containing just stickers will reasonably pay less for shipping than someone ordering a mixed order. Currently, with the fluctuations to shipping in all the countries we currently can ship to, this is the fairest way to calculate shipping costs.

Thistle and Bard does everything it can to keep its shipping costs down and we have not raised them in 3 years despite steady increases.

NOTE: No computer or person is without faults. If you think there has been an error (a single item requiring £15 shipping as an extreme example), send a message and we will double check the shipping for you.

Question 8

My code/voucher doesn't work?

Accepted Answer

First, please check the validity of your voucher or code to see if it has expired. Assuming the voucher or code is in date, send a message to our chat with the code that is malfunctioning. We will look into the problem and fix whatever is causing the issue.

Question 9

Where do you get your items made?

Accepted Answer

Sorry, I do not reveal the details of my manufacturers. Thistle and Bard only uses manufacturers outside the UK that are CSVS anti-slavery approved. Our aim is to produce all items locally through small, quality based manufacturers or as close to the recipient as is possible to reduce our carbon footprint.

Frequently asked questions