FAQs

Always here for our family. Our email: info@thethirdrise.com Before you get in touch, have a browse through our FAQs below to see if we’ve answered your query:

We're based in the UK. More info regarding Thirdrise's public info is detailed within our Terms and Conditions page. To hear our story check out our About page.The answer

We love your excitement to receive your Thirdrise piece. Don’t stress, you’ll get your tracking info once your order has been dispatched from our warehouse, which will update along the path it takes between our warehouse and your delivery address.

If you have any queries regarding the shipment of your parcel, we recommend contacting the appropriate courier directly with your tracking and address information.

For further enquiries regarding your order shipment, you can get in touch with us directly via email: info@thethirdrise.com.

You can also check our Shipping page for approximate lead times so you know when to peep through the window for the postman.

Please note all orders placed outside of the UK will be charged separate customs fees, not included in the delivery charge. These are determined individually by the border of your delivery country.

You will be notified of the customs charge once the order is arrived at your country's border by the courier, unfortunately at this time we cannot advise the individual costs. This fee must be paid before the border control of your country will dispatch your order.

Please note as Britain has now left the EU, this means any orders placed for countries within the EU will incur customs fees from 1st January 2021.

You can pay by Visa, Mastercard and American Express. Visa and Mastercard are verified by a secure code. Payment is debited from your card once you place the order.

You can also pay via Apple pay (mobile) and Android pay (mobile). This means that no banking information regarding the Customer transits via the www.thethirdrise.com website. Payment is therefore secure by the partners in charge of managing financial transactions.

The order will then be recorded and validated on acceptance of the payment by the banking service.

Our shipping rates and lengths are determined individually depending on the country you are ordering to. For estimates on prices and times for delivery please see our Shipping page.

We love the support and keen spirit to get your hands on our pieces - If you’ve got your eye on an item you can sign up to be notified when it’s back in stock. Click on the size you would like within the product page and click the ‘Notify Me When Available’ button. We’ll email you as soon as the size and product you’ve selected is restocked.

FYI - we order limited quantities for every style and only occasionally restock products, so if there’s something you love we recommend snapping it up before it’s too late. We also recommend signing up for our newsletter where we let our subscribers know first hand about our latest drops and restocks.

We truly apologise for any inconvenience - please get in touch with our customer service team via email: info@thethirdrise.com. A member of the team will look to resolve any issues directly with yourself.

Our exchanges and returns instructions are laid out in the Returns and Exchanges section of this site.

For details on your 14 days right of return, please see the Exchange and Returns section of the website. This section details your statutory rights of cancellation. You have the right to cancel your purchase and receive a full refund provided you notify us in writing as set out below that you are exercising this right of cancellation no later than fourteen working days (i.e. excluding weekends and bank holidays) beginning with the day after you received your goods.

To exercise this right of cancellation email us at info@thethirdrise.com.

Please note that if you fail to take reasonable care of returned goods or fail to return the goods to us, we will be entitled to make a claim against you for any losses which we suffer.

We currently do not offer free returns, we recommend that any return goods be sent via insured, traceable delivery for your protection.

All our goods are quality checked and packed with care, however if your goods are faulty or do not meet the description given on the site, we will refund the value of your order for those goods.

Please email our customer service team: info@thethirdrise.com before returning to advise them of the issue. We’ll need to see some photos of the issue to assess the damage prior to returning back to us. When returning a faulty item, please include this as the reason and highlight the specific fault within your returns form.

If your order is cancelled by us, you will receive an email which will explain the reason for the cancellation. You will not be billed for any cancelled items. If you are interested in alternative products, please contact us by email at info@thethirdrise.com for a recommendation.

Once your returned order is received safe and sound at our warehouse and is checked over, we’ll then process your refund within 14 days. You’ll then automatically get an email letting you know we’ve refunded you, however please be aware that this can take up to 7-10 days approx for your payment provider to issue the amount back to your account.

If you have any concerns regarding the whereabouts of your refund, we advise contacting your bank or payment provider directly to get an update on the refund progress.

We love your feedback and intend to use it to continually improve. You can review your Thirdrise piece on the Product page - scroll down to the reviews section and let us know your thoughts!