Frequently Asked Questions

How long does delivery take?

For many destinations, our standard international fulfilment route is typically estimated at 9–15 business days. The exact time depends on the product, destination and carrier. See Delivery & Shipping for full details.

How much is delivery?

Standard delivery is currently free to the destinations supported at checkout.

Where are orders sent from?

THORNEFORD is a UK retailer operated by HG DISTRIBUTORS LIMITED, but we use third-party fulfilment partners. Some items may be dispatched directly from an international fulfilment location.

Will my order arrive in one parcel?

Not always. If products are fulfilled from different locations, items from the same order can arrive separately.

How do I track my order?

We send tracking information when it becomes available. Use the link in your dispatch email to follow the parcel.

Can I return an item?

Yes. We offer a 30-day voluntary return window, alongside your statutory rights. Read our Returns & Exchanges page before sending anything back.

Where do I return an item?

Contact us first. Depending on the product and fulfilment route, the authorised return location may be outside the UK. We will give you the correct instructions for your order.

Who pays return postage?

For a change-of-mind return, you are responsible for the direct return-postage cost. If an item is faulty, damaged, incorrect or misdescribed, your statutory rights apply and we will cover reasonable return costs where required by law.

How do I choose a size?

Use the size information shown on the product page. Where footwear is supplied in EU sizing, we may show UK equivalents for guidance. Supplier sizing can vary, so use any product-specific size chart where provided.

Can I change or cancel an order?

Email us as quickly as possible. If the order has not entered fulfilment we will try to help. This does not affect any statutory cancellation right that applies after delivery.

How can I contact you?

Email thornefordstore@outlook.com and include your order number when your question relates to an existing order.