FAQS

Orders & Delivery

  • Which countries do you ship to?
    We currently ship to:

    USA

    Asia: Japan, China, Korea, India, Australia, Singapore, Malaysia, Indonesia, Vietnam, Philippines, Laos, Cambodia, Hong Kong
    Europe: UK, France, Italy, Germany, Ireland, Austria, Spain, Sweden, Norway, Denmark, Portugal, Croatia, Belgium, Switzerland, Greece, Poland, The Netherlands, Luxembourg, Finland, Monaco, Belarus
    Middle East

    If your country is not listed, please contact support@jimthompson.com before placing an order.
  • How much does shipping cost?
    Shipping fees vary based on weight, size, and destination. The exact cost will be calculated and displayed at checkout.

    Prices include Thailand VAT. For international deliveries, additional import duties, taxes, and customs processing fees may apply.
  • When can I expect my order to be delivered?
    Estimated delivery times:
    International orders: 5-7 business days (depending on destination)
    Bangkok: 2-3 business days
    Other cities in Thailand: 3-5 business days

    Same-day delivery (Bangkok only): Available for orders placed Monday–Friday between 9:00 a.m. and 11:30 a.m. via Line @jimthompson. Free same-day delivery is available for orders over 5,000 Baht.

    Important notes:
    Deliveries are made Monday–Friday between 8:00 a.m. and 4:00 p.m.
    A valid contact number is required to avoid delivery delays.
    For Bangkok deliveries, up to two delivery attempts will be made. If unsuccessful, the package will be held at our warehouse for collection within 15 days.

    Shipping times are estimates and may be longer during peak seasons. For expedited shipping requests, email online@jimthompson.com with your order number.
  • How can I track my order?
    Once your order has shipped, you will receive a confirmation email with a tracking number and a link to track your shipment in real time.
  • Are product prices inclusive of duties and taxes?
    No, product prices displayed on our website do not include duties and taxes. For international orders, local import duties and taxes may apply and are required to release your order from customs.
  • How are duties and taxes handled for international orders?
    All international orders are shipped as DDP (Delivered Duty Paid). The exact amount of duties and taxes will be calculated and must be paid at checkout, ensuring full cost transparency.
  • Who handles international shipping?
    We partner with DHL and UPS to ensure secure and reliable international shipping.
  • What happens if no one is available to receive my delivery?
    If no one is available at the delivery address, the courier may attempt redelivery or hold the package at a local facility for pickup. We recommend tracking your shipment and ensuring someone is available to receive it.

Exchanges & Returns

  • Return Policy for International Orders
    Returns are accepted within 30 days of receiving your order.

    Items must be defective, damaged during shipping, or incorrect to qualify for a return.

    Returns must be shipped using the same carrier service as the original delivery (DHL or UPS).

    Shipping fees, customs duties, and any associated costs are the customer’s responsibility.
  • Return & Refund Process
    Once we receive your returned items, they will undergo a Quality Control (QC) review.

    If approved, a refund will be issued via the original payment method.
    Example: If you paid by credit card, the product cost will be refunded, excluding shipping and customs fees.

    Refund amounts are based on the currency exchange rate on the refund date, not the original payment date.

    Exchange rate fluctuations may result in slight differences in the refunded amount.

    Shipping fees and customs duties are non-refundable.
  • Refund Processing Time
    Refunds are typically processed within 7-14 business days after Quality Control approval. The exact processing time may vary based on your payment provider.
  • Damaged or Defective Items
    If you receive a damaged or defective item, please contact our customer service team immediately with clear photos of the issue. Our team will guide you through the return or replacement process.
  • Return Eligibility Criteria
    To be accepted, returned items must:
    Be unused, unaltered, and unwashed, with the original invoice.
    Be in resalable condition, unworn, and with all original tags attached.
    Include full packaging.

    Non-returnable items:
    Face masks, customized products, and items discounted by 30% or more during promotions.
    Items that fail to meet these conditions will be rejected, and a refund will not be issued.
  • Proof of Defects for Returns
    Digital proof (photos) of the defect or damage is required for our team to process your claim efficiently.
  • Exchanges
    Exchanges for a different size or color are accepted within the return period, subject to stock availability.
    To request an exchange, please contact customer service before returning the item.

    Exchange timeframes:
    International customers: 30 days from the delivery date.
    Thailand customers: 15 days from the delivery date.

Payment Methods

  • What payment methods do you accept?
    We accept the following payment methods:
    Credit/Debit Cards: Visa, MasterCard, and American Express
    Online Payment Gateways: PayPal
    Bank Transfers (for specific regions or upon request)

    Please note that all payments are securely processed, and additional authentication may be required depending on your payment method.
  • Is my payment information secure?
    Yes, we prioritize your security. All payments are processed through secure gateways with encryption to ensure your data is protected. We do not store your payment details.
  • Are there additional fees for international transactions?
    Depending on your bank or card issuer, you may incur foreign transaction fees or currency conversion charges. Please check with your financial institution for details.
  • Do you offer instalment payment options?
    Currently, we do not offer instalment payments. However, some credit card providers may allow you to convert your purchase into instalments.

Membership

  • How do I earn points with my Jim Thompson membership?
  • How does Jim Thompson handle data protection?
.auth-drawer-wrapper { transition: opacity 0.75s 0.75s cubic-bezier(0.25, 1, 0.5, 1); animation: fadeOutDisappear 0.75s cubic-bezier(0.25, 1, 0.5, 1); } .auth-drawer-inner { height: auto!important; overflow: auto; padding-bottom: 32px; } .auth-drawer-inner .close { padding: 0; } .auth-drawer .l2 { text-decoration: none; } .auth-drawer .link3::after { display: none; } .auth-drawer .link3 .icon { margin-right: 6px; } @media only screen and (min-width:600px) { .auth-drawer-inner { height: 100%!important; } }
Login or Create Account
Log in Create an Account
Back
Reset Your Password

Please enter your email below to receive a password reset link.

Email is required
Email is required
Password is required
Forgot your password?
First name is required
Last name is required
Email is required
Password is required

By joining you agree to our Terms & Conditions and Privacy Policy*