Return & Refund policy

If there is a discrepancy between the order placed and received in terms of sizing, color, or defects on account of errors made on Thaely’s behalf, a replacement or refund shall be offered. However, we cannot offer replacements or refunds if the order placed is incorrect from the buyer’s end. Hence, we urge buyers to thoroughly check the size chart before placing your order. We also send an email after the order is placed to ensure that all details provided by buyers are correct.

In order to be eligible for a refund, a return for the product received has to be initiated within a week from the date of arrival. The product must be in the same condition that the customer receives it in and undamaged in any way. After we receive the errored item, our team of professionals will inspect it and process the customer’s refund. All refunds will only be processed to the original payment method used. It may take 5 to 10 business days for a processed refund to be reflected in the source account.

If the product is damaged in more ways than disclosed in the return/refund request, if the reported error doesn’t match the description in the return/refund request, or if you have initiated the return after 7 calendar days have passed, you will not be eligible for a refund. If anything is unclear or you have more questions, feel free to contact our customer support team at sales@thaely.com. Pre-orders are made only to secure the purchase of Thaely products and are not the full amount of the product. Pre-orders are taken to secure a shoe before it launches in order to not overproduce. Pre-order dispatch dates may vary and are only approximate indications of expected stock arrivals. Pre-orders are non-refundable unless delayed over six months from ordering. Changes can only be made to the size or address in pre-orders prior to dispatch. Changes cannot be made to an order post dispatch.

All taxes, customs, and local government fees are to be paid by the buyer of Thaely products. Shipment delays, disposals, or cancellations due to a lack of compliance with local customs will be the buyer’s responsibility. Thaely shall not be responsible for the same, and a refund or replacement is not possible in this case