Free worldwide shipping on orders of 119€ or more

Thompson » FAQs

How do I order online?
It's very easy! Browse through our collections, and once you have seen an item you like, simply click the "Buy Now" button and the item will be added to your shopping bag. Thompson's shopping bag allows you to add or remove items you have selected. The shopping bag will automatically calculate the price of your order and applicable shipping charges.
 
Can I order by phone or email?
Of course. The Customer Service team are available to take your order by telephone and email. Please contact us at customerservice@thompsonlondon.com or tel: +44 (0) 207 384 8336. Our office hours are 9:30am – 6:30pm GMT, Monday to Friday.
 
How much will my shipping charges be?
Depending on your location, a shipping charge will be added to your order. Thompson provides prompt and secure shipping through DHL Express Worldwide. Rates can be found here: http://www.thompsonlondon.com/hotstore/delivery-returns.html.
 
How do I order a custom sized bracelet or necklace?
When placing your order, simply enter your desired size in the 'comments' section of the checkout process.  We will take care of the rest.
 
Is it safe to use my credit card?
Absolutely. We take your security very seriously and therefore all transactions at Thompson are secured using Secure Sockets Layer (SSL) protocol - the secure server software used by all major online retailers and recommended for online sales. SSL encrypts all your personal information, including credit or debit card number, name and address. The encryption process takes the characters you enter and converts them into pieces of code that are then securely transmitted over the Internet.
 
How long does it take to receive my order?
Thompson ships all over the world using DHL Express Worldwide services. Orders are usually dispatched within 1-2 business days and delivered within 1-6 working days, depending on your location. For estimated delivery time please contact us on +44 (0) 207 384 8336 or customerservice@thompsonlondon.com.
 
How do I track my order?
You are welcome to request a status update and/or tracking number at anytime by contacting us at customerservice@thompsonlondon.com or by telephone on +44 (0) 207 384 8336.
 
What happens if the item I've ordered is not in stock?
In the unlikely event that an item is out of stock, you will be contacted immediately and we will suggest similar alternatives. You may also cancel your order completely and receive a full refund if you wish.
 
How will my order be packed?
Each piece is presented in a premium Thompson branded box. More information can be found here: http://www.tateossian.com/devcopy3/page.php?id=3&id1=65. Your parcel will arrive safely packed, either secured within a bubble wraped envelope or a bubble wrap lined box, depending on size of the parcel. Special requests can be made for gift wrapping - just let us know by filling in the 'comments' box when checking out. Cards with personal messages are also available on request. Both of these services are free of charge.
 
What will happen to my personal details?
Thompson is committed to protecting your privacy. We use the information we collect about you to process orders and to provide a more personalised shopping experience. We may also use it to tell you about changes in our services or about special offers we think you will find valuable. We do not sell, trade or rent your personal information to others. Please note that we do not store our customers' credit card information - all transactions are completely protected by Paypal.
 
What information do we collect? How do we use it?
When you order, we need to know your name, e-mail address, delivery address, credit or debit card number and expiry date. This allows us to process and fulfil your orders and to notify you of your order status. Please note orders over $500 may require some additional information from you, such as a bank statement. However please note we never store this information. Please rest assured this information will be destroyed shortly after we receive it.
We may also use your name and email address to occasionally notify you about important functionality changes to the website, new services and special offers we think you may find valuable. If you would rather not receive this information, please send an e-mail to customerservice@thompsonlondon.com.
 
How does Thompson protect customer information?
Your orders are processed via a secure server. The secure server software encrypts all information you input before it is sent to us. As required by the UK Data Protection Act 1984, we follow strict security procedures in the storage and disclosure of information you have given us, to prevent unauthorised access. Our security procedures mean that we may occasionally request proof of identity before we are able to disclose sensitive information to you. We never pass your personal information to any third party companies.
 
Will Thompson disclose the information it collects to outside parties?
We use the information we collect to enhance your overall shopping experience with Thompson. We may provide aggregate statistics about our customers; sales, traffic patterns and related site information to reputable third-party vendors, but these statistics will NOT include personally identifying information.
 
Your Consent
By using our Web site, you consent to the collection and use of information by Thompson. If we decide to change our privacy policy, we will post those changes on this page so that you are always aware of what information we collect, how we use it and under what circumstances we disclose it.
By submitting your order, you consent to this transfer. Your personal information may be used by us to notify you about important functionality changes to our Web site, new services or special offers we think you will find valuable.
 
I forgot my password.
If you forget your password, we can email it to your registered email address. If you would like to do that now, please follow the instructions below:
  • From the screen titled "Welcome, Please Sign In," directly under the "Returning Customer" section, click "Password forgotten? Click here."
  • You will be taken to the password screen, where you will be prompted to enter your email address and click "Get Your Password."
  • We will send an email with a temporary password. For security purposes, your original password will be reset by our system.
  • When you're ready to check out, enter your email address and your new temporary password.
  • You can change your temporary password by clicking on "edit" under My Account.

Please note: Your password is case-sensitive.
 
How do I use a coupon or promotional code?
  • After you have finished shopping, click on your Shopping Bag.
  • Click "Proceed to Checkout." If you are a returning customer, log in with your email and password. If you are a new customer, setup your account.
  • Once you reach the "Payment Information" page, after entering your payment details, scroll down and enter the code in the "Coupon Code" field.
  • After you enter the promotional code, click the "Continue" button and the discount will be applied to your order.

Please note: Promotional codes cannot be combined with any other discount or promotion and are case sensitive.
 

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