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Damaged Parcels and Incorrect Items Delivered

My Parcel is Damaged.
We are sorry to hear that your gift has arrived damaged. We are very happy to replace the damaged items for you. If it is more convenient the item can be replaced in your local Thorntons store.

If you would like a replacement gift to be delivered, please email us including the following details:
  • Your Order Number or Billing Address (including Postcode)
  • The Damaged Items
  • The Packer's Number (this is hand written on the top right hand side of the address label)
  • The Address you wish the replacement to be sent to
  • The date you require the delivery

    click here to contact us.

    Incorrect Items Sent/Received
    Sometimes due to availability, we may make a change to your order without prior notice.If you are unhappy with our substitution or your order is incomplete or incorrect, please email us including the following details:
  • Your Order Number or Billing Address (including Postcode)
  • The Damaged Items
  • The Packer's Number (this is hand written on the top right hand side of the address label)
  • The Address you wish the replacement to be sent to
  • The date you require the delivery

    click here to contact us

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To place an order call: 44 (0)845 121 1911 (Mon-Fri excluding Bank Holidays) 08:30 - 18:00, Saturday 10:00 - 16:00, Sunday CLOSED)

To place a corporate order call: 44 (0)845 124 0012 (Mon-Fri (excluding Bank Holidays) 08:30-18:00)
Standard Delivery £3.95, Named/Next Day Delivery £5.95, Saturday Delivery £5.95.