Terms of service

 

TERMS OF SERVICE

Last Updated: [Febuary 7, 2026]

Welcome to thomandsulli.com (“Website”). These Terms of Service (“Terms”) govern your access to and use of the Website and the purchase of any products from Thom & Sulli (“Company,” “we,” “us,” or “our”).

By accessing this Website or placing an order, you acknowledge that you have read, understood, and agree to be bound by these Terms.

1. IMPORTANT – BEFORE YOU BUY

At Thom & Sulli, many items are produced specifically for each customer. By completing a purchase, you acknowledge and agree to the following:

Made-to-Order Items (Bags & Shoes)

  • All Thom & Sulli bags and shoes are made to order.

  • Please allow up to 30 days from the order date for production and delivery.

  • This timeframe includes manufacturing, quality inspection, and shipping.

  • Made-to-order bags and shoes are final sale and non-refundable, except in cases of manufacturing defects or fulfillment errors.

Standard Apparel & Accessories

  • Apparel and accessories not designated as made to order require 7–15 business days for processing and shipping.

Shipping timelines are estimates and may vary due to production volume, demand, holidays, or supply-chain conditions.

2. PRODUCTION, PROCESSING & SHIPPING

Standard Processing & Shipping (Non–Made-to-Order Items)

  • Orders require 7–15 business days for processing and shipping.

  • This applies to apparel and accessories unless stated as made to order.

Made-to-Order Items (Including Bags & Shoes)

  • Items designated as made to order, including all bags and all shoes, require up to 30 days from the order date for delivery.

  • Because these items are produced specifically for each customer, timelines cannot be expedited or shortened.

3. RETURNS & REFUND ELIGIBILITY

Return Window

  • Return requests for eligible items must be initiated within thirty (30) days of delivery, based on the delivery confirmation timestamp (“time-marked”).

  • Requests submitted after 30 days will not be accepted.

Return Authorization

  • To initiate a return, customers must contact Thomandsulli@gmail.com within the 30-day return window.

  • Return instructions and the return address will only be provided after confirmation of resolution and authorization.

  • Items returned without authorization may be refused.

Return Conditions

Returned items must:

  • Be unworn, unused, and unaltered

  • Be in original condition

  • Include original packaging

Items must be returned and received by Thom & Sulli in order for any refund to be issued.

4. NON-REFUNDABLE ITEMS

The following items are non-refundable:

  • Return requests submitted after thirty (30) days from delivery

  • All made-to-order items, including bags and shoes, except in cases of manufacturing defects or fulfillment errors

  • Items returned without authorization

  • Items returned in worn, damaged, or altered condition

Original shipping costs are non-refund­able, except where required by law or due to Company error.

5. DAMAGED OR INCORRECT ITEMS

If you receive a damaged or incorrect item, you must contact Thomandsulli@gmail.com within 48 hours of delivery, including:

  • Order number

  • Clear photos of the issue

Failure to report issues within this timeframe may result in denial of replacement or refund.

6. FRAUD PREVENTION & AI REVIEW

Thom & Sulli actively monitors transactions to protect the integrity of its brand and customers.

  • All submitted images, documentation, claims, and communications may be reviewed for authenticity, originality, and potential AI-generated or manipulated content.

  • Orders suspected of payment fraud, identity misuse, unauthorized card use, or suspicious activity may be cancelled immediately, even if payment has cleared.

Thom & Sulli reserves the right to refuse service, cancel orders, issue refunds, restrict accounts, or permanently ban customers at its sole discretion when fraud is suspected.

7. CHARGEBACK ABUSE & PAYMENT DISPUTES

Customers agree to contact Thomandsulli@gmail.com and allow a reasonable opportunity for resolution before initiating a chargeback or payment dispute.

Chargeback abuse may result in:

  • Disputed chargebacks

  • Denial of refunds

  • Order cancellation

  • Permanent refusal of future service, including account or IP-based restrictions

8. RIGHT TO REFUSE SERVICE

Thom & Sulli reserves the right to refuse service to anyone at any time for any lawful reason.

9. ACCEPTANCE OF TERMS

By using this Website or placing an order, you agree to these Terms of Service and all referenced policies.

REFUND POLICY

Last Updated: [Add Date]

At Thom & Sulli, we take pride in the quality of our products. Please review this Refund Policy carefully before placing an order.

Refund Eligibility & Timeframe

  • Refund requests for eligible items must be initiated within thirty (30) days of delivery, based on the delivery confirmation timestamp.

  • Requests submitted after 30 days will not be accepted.

Return Authorization Required

  • Customers must contact Thomandsulli@gmail.com within the 30-day window to request a return.

  • Return instructions and the return address will only be provided after confirmation of resolution and authorization.

  • Unauthorized returns may be refused.

Return Conditions

Returned items must be:

  • Unworn, unused, and unaltered

  • In original condition

  • Returned with original packaging

Items must be returned and received by Thom & Sulli for a refund to be issued.

Non-Refundable Items

The following are non-refundable:

  • Requests submitted after 30 days

  • All made-to-order items, including bags and shoes, except defects

  • Unauthorized returns

  • Items returned worn, damaged, or altered

Original shipping costs are non-refundable unless required by law or due to Company error.

Damaged or Incorrect Items

Contact Thomandsulli@gmail.com within 48 hours of delivery with order number and photos.

Acknowledgment

By placing an order on thomandsulli.com, you agree to this Refund Policy and the Terms of Service.