Return Policy
Returns and Cancellations
We want you to love every piece you receive from The Thomas Family - Palm Beach. If something is not quite right, you are welcome to return eligible items under the conditions below.
Can I Return My Order?
Yes. You can return items within 30 days of receiving your order, as long as they meet the following conditions:
Items must be in original condition, unworn, unwashed and with all packaging and tags attached. Products must show only normal signs of handling. We do not accept returns for items that appear used, damaged or handled carelessly. Return requests for faulty items must be made within 48 hours of receiving the package. Return shipping costs are the responsibility of the customer. Returns are processed within seven to fourteen business days once received.
Important Exceptions
Underwear, shapewear and swimwear cannot be returned due to hygiene standards and health regulations.
We kindly ask you to double check your sizing and style choices before completing your order. If there is ever a mistake or fault on our part, please email us right away and we will make it right.
Sizing Responsibility
At The Thomas Family - Palm Beach, we want every customer to receive the best possible fit. Because sizing may vary between styles and designs, we kindly ask all customers to carefully review sizing information before placing an order.
Please note the following:
- Customers are responsible for reviewing the size guide before completing a purchase.
- A detailed size chart is provided on every product page for reference.
- We strongly recommend comparing the listed measurements with a similar item you already own to ensure the best fit.
- We are not responsible for sizing issues resulting from failure to review the provided size chart prior to purchase.
If you are ever unsure about sizing, our support team is always happy to help before you place your order.
Damaged or Incorrect Item Policy
At The Thomas Family - Palm Beach, we carefully inspect orders before shipment. However, if you receive an item that is damaged, defective, or incorrect, we are here to help make it right as quickly as possible.
Please review the following guidelines:
- Customers must provide clear photo evidence of the issue to allow us to review the claim.
- Claims for damaged, defective, or incorrect items must be reported within 48 hours of receiving the package.
- Once the issue is confirmed by us, we will gladly arrange a free replacement at no additional cost.
- In most cases, customers will not be required to return the original item unless specifically requested.
Our goal is always to resolve issues quickly and fairly while ensuring the best possible customer experience.
Missing or Lost Package Policy
At The Thomas Family - Palm Beach, we work closely with our shipping partners to ensure your order arrives safely. If your package appears delayed, missing, or marked as delivered but cannot be located, please review the following guidelines:
- If tracking shows “Delivered” but the package was not received, customers should first check with neighbors, household members, mailbox areas, reception desks, or building management.
- Customers may be asked to provide a signed statement or additional confirmation of non-receipt to assist with the investigation process.
- A carrier investigation may be required before a claim can be finalized.
- If the package is officially confirmed as lost by the carrier, we will gladly offer either a free reshipment or a full refund.
- Customers are responsible for ensuring the shipping address entered at checkout is complete and accurate. If an incorrect or incomplete address is provided, the customer may be held liable for any replacement, reshipping, or additional delivery costs. If tracking confirms successful delivery to the address provided at checkout, The Thomas Family - Palm Beach is not responsible for lost, stolen, or missing packages after delivery.
We appreciate your patience and cooperation while we work with the carrier to resolve delivery issues as quickly as possible.
How to Return Your Order
To request a return, please email us at: 📩 support@thethomasfamilypalmbeach.com
Please include the following details:
- Your full name
- Your order number
- Your address
- Reason for return
- A photo if the item is damaged or faulty
Once we receive your request, our customer support team will guide you through the return process. Please wait for our confirmation and instructions before sending anything back.
Please note: some returns may need to be sent to our international processing facilities. Always follow the instructions provided by our team. We cannot accept returns sent to the original sender address, and customers are responsible for return shipping costs.
Cancellations and Change of Mind
You have the right to cancel your order within two hours of placing it.
To request a cancellation, email us at support@thethomasfamilypalmbeach.com and include a clear message stating that you would like to withdraw from your purchase.
Please note:
Order processing starts automatically, so we cannot cancel an order after two hours of placing it. In that case, please wait for delivery and then follow the return steps above. We will process your refund within seven to fourteen business days of receiving the returned item(s). Return shipping costs for cancelled orders are the responsibility of the customer.
Need Help?
We are always here to support you. Whether it is a question about returns, sizing or delivery, just reach out and we will take care of you.
BUSINESS INFORMATION
Trading Name
The Thomas Family (operated by Vellor LLC, a company registered in the United States that owns multiple stores across the US.)
DUNS Number
148288802
Address
30 N Gould St Ste R,
Sheridan, WY 82801
(mailing only)
Business Hours
Monday to Friday, 9:00 AM – 6:00 PM ET
Email
support@thethomasfamilypalmbeach.com
Phone
(561) 765-9610
