Free shipping over 200€ in E.U. Countries

FAQs

ACCOUNT & PRIVACY

Do I need an account to place an order?

 No, you can place an order with a Guest Checkout. This option will present to you just before you checkout. 

Is my personal information private? 

Please be assured that your personal information will be kept private. Only shared with third parties where they abide by applicable data protection legislation. For more information, please read our Terms & Conditions.

ORDERS & CODES

How can I track my order? 

Once your order is shipped, you will receive a tracking number by email to follow your package along its trip to your doorstep. The package can also be delivered at an UPS access point, with prior requestment. Feel free to contact info@thyhalo.com if you have any further questions or concerns regarding the shipment. You can also contact UPS website (www.ups.com) and enter the tracking number.

Can I cancel an order once it has been placed?

If you are based in the EU under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (ICACRs), you have the right to cancel your order and provide us written notice. You can cancel your order immediately once it has been done and we will proceed to refund. If the order has left the warehouse you will have to request a return once your order has arrived.

Can I use more than one discount code at checkout?

They cannot be used in conjunction with any other promotion code or offers, and must be redeemed by the date published, if provided. Codes are non-transferable and there is no cash alternative. 

Do you offer exchanges?

In order to exchange an item they should be returned unused and with all ThyHalo and designer garment tags still attached. Returns that are damaged or soiled will not be accepted. Then we will proceed to send a new item(s) or an exchange of sizes depending on our stock available once the original order has arrived at our warehouse. 

What should I do if I get a damaged or defective item?

Please send an email to info@thyhalo.com. In the body of the email please include your order number, a picture of the damage and a short description of the issue. We will answer you as soon as possible and offer you different options depending on the item.

SHIPPING & RETURNS

What is your return policy? 

To proceed with a return and refund, please send an email to info@thyhalo.com, no later than 14 days after receiving the garments. Return(s) outside the window may be accepted at our discretion. The item(s) should be returned unworn and in perfect condition, with all tags still attached. Returns that are damaged, soiled or returned without their original labels may not be accepted.

How do I return an item?

Returning steps:

  1. Send an email to info@thyhalo.com requesting the returning label. Please attach it to the box, ensuring the previous delivery label is covered.
  2. Book your collection with UPS. We can schedule a pick up for you. For this, let us know with anticipation by email when you request the return label. Also, you can deliver it in the nearest UPS access point. You may be asked for the account number; which is printed on the return label.
  3. Upon collection, we will check the garments are in the same status we send it, with the labels attached and we will proceed to the refund.
Do I have to pay to return an item? 

We offer free returns for orders within the EU countries and we will provide you a prepaid return label via email. Shipping is complementary on the replacement item, but exchanges made to destinations outside of the EU will be processed for customs clearance and therefore any relevant import duty and tax charges will apply. See costs for Shipping and Returns. For international returns outside the EU countries, customers are responsible for return shipping costs.

Which destinations does ThyHalo ship to?

Our main shipping server is offered to EU countries. Nevertheless, we ship to a variety of other countries. For any concerns regarding the country you are shopping from please contact us at info@thyhalo.com

Will I have to pay duties and taxes?

Customers purchasing from a country served as DDP(Delivery Duty Paid) will incur relevant import duty and tax. These costs are included in the final purchase price. Customers purchasing from a country served as DDU  (Delivery Duty Unpaid) will be charged for the items purchased and shipping costs only. Import duty or tax costs will be invoiced to you directly from UPS or an import broker appointed by you. 

We recommend you contact your local customs authority to determine a landed cost price prior to purchase completion. If your order has been sent to a destination outside of the EU, customs, duties, and sales taxes are not refundable through Thy Halo. However, you may be able to recover these by contacting your local customs bureau directly.

Countries that do not need to pay customs, duties and taxes because of the EU economic agreements.

  • Belgium
  • Bulgaria
  • Croatia
  • Czech Republic
  • Denmark (except the Faroe Islands and Greenland)
  • Germany
  • Estonia
  • Ireland
  • Greece (except Mount Athos)
  • Spain (except the Canary Islands)
  • France (except French overseas departments, Saint-Pierre and Miquelon, and Mayotte)
  • Italy
  • Cyprus
  • Latvia
  • Lithuania
  • Luxembourg
  • Hungary
  • Malta
  • Netherlands
  • Austria
  • Poland
  • Portugal
  • Romania
  • Slovenia
  • Slovakia
  • Finland (except the Åland Islands)
  • Sweden
  • United Kingdom (except the Channel Islands and the Isle of Man) - In revision from 31/01/2020

https://tulli.fi/en/about-us/our-activities/eu-eea-efta-and-schengen-countries

https://europa.eu/european-union/about-eu/countries_en#tab-0-1