FAQ
Thebes ships to over 130 countries. For the full list of countries or to change your shipping location, head to our website’s footer.
We offer UPS delivery services. The available delivery service, cost and estimated delivery time is based on your location and will be displayed at the checkout. You can have your package delivered to your home, or alternatively, collect it at a service point. The delivery options depend on your geographical location and are listed at checkout. Please note that during busy periods (e.g. sale), deliveries may take a little longer than usual. Occasionally, tech system updates or unforeseeable events, such as extreme weather conditions, may temporarily affect our delivery services, resulting in changes to our dispatch/delivery times. We will, however, always work hard to minimize these changes as much as possible.
The delivery cost is based on your selected delivery service and will be displayed at checkout.
The estimated delivery time is based on your location and selected delivery service, and will be displayed at checkout. We aim to process and dispatch all orders within 24 business hours. Once your order is dispatched from our warehouse, you will receive email confirmation with your tracking number and a more exact delivery date. Our warehouse only operates during business hours, Monday to Friday. Please note that during busy periods (e.g. sale), deliveries may take a little longer than usual. Occasionally, tech system updates or unforeseeable events, such as extreme weather conditions, may temporarily affect our delivery services, resulting in changes to our dispatch/delivery times. We will, however, always work hard to minimize these changes as much as possible.
Our warehouses are closed during Bank Holidays (all applicable dates listed below). During these days, please expect an additional 1-3 business days to be added to your delivery time.
- 25th December 2025, Christmas Day
- 1st January 2026, New Year's Day
- 19th January 2026, Martin Luther King, Jr. Day
- 16th February 2026, Presidents' Day
- 25th May 2026, Memorial Day
- 19th June 2026, Juneteenth National Independence Day
- 4th July 2026, Independence Day
- 7th September 2026, Labor Day
- 12th October 2026, Columbus Day (Indigenous Peoples' Day)
- 11th November 2026, Veterans Day
- 26th November 2026, Thanksgiving Day
- 25th December 2026, Christmas Day
Once your order has been packed at the warehouse, you will receive an email confirmation with your tracking number. If you haven’t received an email, we suggest checking your spam filter. If you’re still unable to find your confirmation email, please contact our Customer Support Team who will assist you further.
Please note that due to the availability of the items in your order, your delivery might be split into more than one shipment.
Additionally, these shipments may be shipped with different couriers, which means you could receive your items on different dates. We apologize for any inconvenience this may cause. Rest assured, all items will be shipped to you as quickly as possible. You will receive separate tracking information for each shipment, allowing you to track the progress of your deliveries. If you have any questions or concerns regarding your order, please feel free to contact our Customer Support Team.
If you haven’t received your order within the expected delivery time, please contact our Customer Support Team within 30 days* from the date the order was placed.
*After this 30-day period, we are not able to claim any lost orders.
Please note that the usual delivery times do not apply to orders that include pre-order items. Pre-order items have a specific shipping date that is communicated on the individual product page. If you place a pre-order that includes other items, they will all be shipped at the same time.
You can have your package delivered to your home, or alternatively, collect it at a service point. The delivery options depend on your geographical location and are listed at checkout. If you have chosen home delivery, your parcel will be delivered to the address used when placing the order. If you are unavailable when the courier arrives, they can either make another delivery attempt or deliver the parcel to a service point.*
*Packages that could not be delivered correctly will be sent back to our warehouse.
We cannot resend your package once it has been returned to us, a new order must be placed.
Due to the availability of the items in your order, your delivery may be split into more than one shipment. Please note this means you could receive your items on different dates. You will receive separate tracking information for each shipment, allowing you to track the progress of your deliveries.
Items can be returned within 30 days of the order being delivered to you.
*Please note that all orders placed between 17th November 2025 and 11th December 2025 can be returned up until 11th January 2026
All items should be returned in their original condition and packaging with tags attached to avoid any rejected returns.
*Items from different orders should be returned in separate boxes using their respective prepaid Return labels. Please refer to the YOUR ORDER section on the Return form or in your order confirmation email to see which items can be sent back together.
- Fill in the Return form.
- Place the item(s) in its original packaging, including all accessories e.g. dust bags.
- Place the item(s) and your RETURN REASON slip inside a cardboard box, seal it, and attach the prepaid Return label provided.
Orders can only be returned using the provided prepaid Return label. If you did not receive a Return label with your order, please contact us at emmons@thebes.design
Items from different orders should be returned in separate boxes using their respective prepaid Return labels. Please refer to the YOUR ORDER section on the Return form or in your order confirmation email to see which items can be sent back together.
If your order arrives damaged, please contact us at emmons@thebes.design before making a return.
We do not currently offer online exchanges. If you wish to exchange your order, simply return your item(s) and place a new order online. Please note that online purchases cannot be returned or exchanged in store.
When you place an order on thebes.design, we’ll send you an order confirmation via email. If you haven’t received it after a few minutes, please check your junk mail. If it’s still nowhere to be found, please contact our Customer Support Team to assist you further.
Unfortunately, once your order has been successfully placed, we cannot issue any changes or cancellations. Once you have received your unwanted order, please return it to us in accordance with our Return Policy for a full refund.
We’re sorry that you’ve received a faulty item or incomplete order. Please contact our Customer Support Team within 48 hours of receiving your order, sharing photos and your order number so that we can assist you further.
We accept Visa, Mastercard and Paypal for the majority of countries. The payment methods we offer are displayed at checkout. Please ensure that you’ve chosen the correct country in the footer of our website.
Most countries are charged in local currency, while some countries are charged in either US dollars or euros. The currency displayed is based on your selected county.
If you receive a notification that your credit or debit card has been declined, please contact your issuing bank or payment provider.
Possible reasons for declined payments are invalid payment method, incorrect billing details or bank issues. We advise you to try another card/payment method or contact your bank.
We can only accept payments via 3D Secure (Verified by VISA/Mastercard SecureCode).
This payment method is 100% secure and guarantees that the person using the card is the cardholder by putting the customer in direct contact with the bank to verify their purchase. If you have any questions regarding 3D Secure, please contact your bank.
All prices exclude VAT/tax and duties. Price also excludes costs for physical inspection at customs in countries where this is required. Please note that we cannot undervalue orders or mark them as a gift.
Unfortunately, we cannot estimate how much tax and duties you will pay as this is regulated by each country. Your local customs authority should be able to estimate the cost.
Unfortunately not – tax on purchases made at our online store cannot be recovered through the VAT Retail Export Scheme.
