Frequently Asked Questions
All prices shown online at www.thakoon.com are reflected in US dollars.
Click into your selected product, select a size and color and click on ‘Add To Bag.’ A number will appear at the top right screen to indicate the number of items currently saved. If you’re on a desktop, you can hover the mouse over the shopping bag icon to see your contents at any given time. Select ‘checkout’ or ‘view bag’ to edit your desired quantity. Click ‘Checkout’ and follow our easy online instructions to complete your order. If you encounter any problems, reach out to us at firstname.lastname@example.org and our staff will gladly handle your enquiry.
We will gladly accept returns post marked within 10 days of receipt. Merchandise eligible must be in its original condition, with all hang tags and care labels attached. Merchandise which has been worn, altered or damaged is not returnable. Please allow 14 days for a refund from the time your return is received by our Distribution Center.
Thakoon keeps you regularly updated, offering complete transparency on our current and upcoming releases. Our Designer to Doorstep concept allows each item to be readily available with the click of a mouse, whereby a specified time frame is indicated on the site to ensure you can secure the style you want before they sell out.
We are readily available 24 hours a day, 7 days a week at email@example.com to answer any questions you may have. You will receive a reply within 48 hours.
Once you land on the payment page, your html URL will change from http to https with a padlock icon that ensures a secure connection to fulfill your order. This SSL technology encrypts and protects data. Your payment details will not be stored and fraud prevention is carried out on all orders to ensure your purchases are safe and secure.
Our website accepts Visa, MasterCard, American Express worldwide and Diners Club. Apple Pay is available for Hong Kong and U.S. customers only.
We currently only accept credit cards with billing addresses in countries we ship to. Click HERE for a full list of countries we ship to.
After completing your purchase, you will receive your unique order number in a confirmation email, sent to the provided email address. Should you have any questions, please email firstname.lastname@example.org and our team will gladly assist you.
To check your order status online, sign into your account and click “Orders”. Your order status will show Pending, Awaiting Pickup, Shipped, In-transit, or Delivered. If you don’t have a THAKOON.com account with us, you can contact Customer Service for your order status.
Yes! Once your order has been shipped, you will receive a confirmation email containing a Tracking Number and link to follow its progress, or an estimated date of delivery. A separate unique order number is also provided for our Thakoon team’s own records to follow up with.
An order cannot be canceled or modified once it has been placed. The product can only be returned, please see www.thakoon.com/returns for more details.
Orders can only be placed directly through us online at www.thakoon.com or at our Manhattan flagship store.
If your merchandise has arrived in damaged condition, please contact Customer Service, and we’ll do our best to make it right.
Personal shopping is not available online, but the sales associates at our Manhattan flagship store will gladly offer personal shopping assistance.
Please see our SHIPPING OPTIONS for a list of countries we currently ship to.
We offer a number of shipping options, ranging in delivery time and cost. Shipping cost may vary, depending on the destination and the shipping method you select. Click here to review all options available.
Yes, we offer same day delivery for orders submitted through our website by 2pm EST to the following zip codes:
No. We can only ship to a valid street address as orders require a signature to confirm the safe receipt of the purchase(s). Your order will not be delivered if it is addressed to a P.O. box and will require a correction charge for the change of address. This fee is levied by the delivery company.
Yes. At the checkout page of Shipping Address (Step 1) simply enter the name of the hotel you are residing, the hotel address, your name and your contact number. Your order will be delivered to the front desk only.
No, orders will have to be placed separately for each individual destination.
The date of delivery may vary due to carrier shipping practices, shipping location and method, and the items ordered. Products may also be delivered in separate shipments.
Delivery times are estimates and are to be used as a guide only. These commence from the date of shipping and are subject to the acceptance and approval of your order. Unless there are exceptional circumstances, we make every effort to fulfill your order in the next business day (Monday to Friday, except holidays). Orders are not shipped on the weekends (Saturday & Sunday) and public holidays.
To ensure your package is received in the fastest way, we recommend shipping to a commercial address.
Insurance charges cover theft and accidental damage during transit from our warehouse to your destination shipping address.
A return shipping fee plus any cost incurred for returning the package to our distribution center will be deducted from your refund.
We will gladly accept returns post marked within 10 days of receipt.
For Registered Customer, simply log into your account and click “Order.” Select the products that you’d like to return and follow the instructions to submit your return request. You’ll receive a confirmation email with your Return Merchandise Authorization (RMA) number.
If you are a Guest Customer that does not have a registered account with us, please use the Returns Note included in your package. Complete the form, and place it inside the box.
Follow the RETURN GUIDELINES to ship your return.
Please see our Shipping Options for return shipping charges.
Exchanges are not accepted at this time. Please place a new order for the items you would like to purchase.
We will gladly accept returns post marked within 10 days of receipt. Merchandise eligible for return must be in its original condition, with all hang tags and care labels attached. Merchandise which has been worn, altered or damaged is non-returnable and non-refundable.
For gifts purchased online, simply follow the Return Guideline included in your package to process the return. Refunds will only be issued to the original credit card used to place the gift order. Gifts are non-exchangeable and are not eligible for store credit.
Yes, for your convenience we accept purchases made online at THAKOON.com at our Manhattan flagship store. Please see our RETURN POLICY for more information.
Your refund is dependent on the return shipping method and country of origin. The value of the merchandise itself will be refunded in full. Gift packaging fee is non-refundable. Please note that tax refunds are applicable to orders delivered to the US and Canada only.
Merchandise eligible for return must be in its original condition, with all hang tags and care labels attached. Merchandise which has been worn, altered or damaged is non-returnable.
Please allow 14 days from the time your return is received, for your refund to be processed. For merchandise which complies with our RETURN POLICY, refunds will be issued to the original credit card used to place the order.
Refunds will be processed within 14 days after your return has been received and accepted at our distribution center, and will be credited to the original payment method. Please note that the amount of time it takes to show on your account may vary due to processing times between payment providers. For more information please see our RETURN POLICY.
All orders are shipped via Delivery At Place (DAP). For orders shipping to U.S. addresses, import duties and customs taxes do not apply while local sales tax applies to all orders from New York state. For non-U.S. destinations, the listed product prices shown on your order page are exclusive of import duties, customs and local sales taxes incurred by the chosen shipping destination. Recipients are liable for all aforementioned levied fees, if applicable. Payment of these are necessary to release your order from customs on arrival. A dispatch confirmation email will advise which carrier has been assigned to your order and we suggest to contact FEDEX or UPS for further duties and taxes information.
Thakoon Merchandise can be purchased exclusively on THAKOON.com, and at our Manhattan flagship store, located in SoHo. Please see our STORE page for our hours of operation.
For desktop users, click on ‘Shop’ on our top menu bar and select the product category from the left navigation bar. For mobile users, select the product category from the side menu bar.
If you know what you’re looking for, you can type in a keyword in our search bar. Look for the magnifying glass icon at the top center or top right corner of your screen. Happy shopping!
Should your item be out of stock, you will be prompted to add your name to the waiting list. A confirmation email will be sent to let you know that we have received your request. As soon as your item comes back in stock, we will notify you via email.
Our prices are designed to reflect the best value. We offer styles straight off the runway, with limited quantities sold during shorter time frames, which means no sales.
An item cannot be repaired or exchanged, however it can be refunded within 10 days of receipt. Please follow our RETURN GUIDELINE to send the item(s) back to us or return the item(s) directly to our store. See www.thakoon.com/returns for more details.
Please place a new order if you would like the same item.
Customers are advised to check their order thoroughly upon receipt to avoid disappointment.
Your order will be shipped in a corrugated cardboard box with an interior adhesive strip for reuse during returns. Your item(s) will be wrapped in our signature tissue paper for added protection.
Yes, gift packaging is available at the cost of USD $10.00. During checkout, simply select “Add premium gift box packaging” and your order will be delivered in our signature gift box. You also have the option to enclose a personalized gift card inside your package. Kindly follow the instructions on screen and it will be enclosed in the order.
Please note that orders with gift packaging will not include an official sales receipt. For international orders, the customs invoice will note the retail price of the product.