Customer Service

Please take a moment to read through the FAQ below before contacting us, as 90% of your questions may already be answered here. If you don’t find an answer, feel free to email us at thalorashop@gmail.com.

Q: When will my order arrive?
A: Most orders are processed within 2 to 4 business days after being placed. A confirmation email with your tracking number will be sent to your email once your order has shipped. Orders are shipped from our nearest warehouse, depending on your location. Here are the estimated delivery times based on current shipping timelines:

  • USA, Canada: 7 - 10 business days
  • United Kingdom, Europe: 7 - 15 business days
  • Australia, New Zealand: 7 - 15 business days
    Delivery times may vary due to shipping delays, national holidays, and COVID-19 restrictions.

Q: Has my order already been shipped?
A: Orders are typically shipped within 2 to 4 business days, sometimes even sooner. You’ll receive an email notification once your order has shipped. Please check your spam/junk folder if you don’t see it in your inbox. If you can’t locate your shipping confirmation or think you deleted it, please contact us at thalorashop@gmail.com, and we can provide real-time information on the status of your shipment.

Q: My item arrived damaged or broken. What can I do?
A: We sincerely apologize if this happened. To resolve the issue, please send us photos at thalorashop@gmail.com. Once we receive them, our team will take care of it. We must be notified within 48 hours of receiving the package. We are not responsible for damages to packaging itself, as this is the responsibility of the shipping carrier.

Q: I ordered two or more items. Why did I only receive one?
A: If you ordered multiple items, they may be shipped separately as our products are sourced from different warehouses. You might receive one item before the others. Don’t worry if you haven’t received all of your items at once—they will arrive shortly!

Q: I need to cancel or change my order. How can I do this?
A: We will do our best to cancel your order, but if it has already been processed or shipped, we may not be able to do so. If you want to make changes, such as altering the style, size, or delivery address, please contact us as soon as possible. We will make every effort to accommodate changes as long as your order hasn’t been shipped. If it has been shipped, we can’t make any changes but do accept returns if needed.

Q: Can I get a refund or return an item?
A: We offer a 30-day money-back guarantee. If more than 30 days have passed since your purchase, unfortunately, we cannot offer a refund or exchange. To qualify for a refund, items must be returned in the same condition they were received, including all original packaging and accessories.

Q: Which countries do you ship to?
A: We offer FREE worldwide shipping to all countries.

Q: Do you offer a warranty?
A: Yes, of course! All orders come with a 30-day money-back guarantee. Simply email us, and we’ll be happy to assist you with your return.