🛍️ Who manages orders?

The store at store.thalia.com is operated by Rose City Works, LLC

The store team manages all orders, including payments, shipping, returns, and customer support.

📦 Who should I contact about my order?

For any questions related to your order, please contact the store support team directly at support+thalia@onelive.com.

The team can help you with:

• order status

• shipping or delivery

• changes or cancellations

• returns or refunds

You can find contact information in your order confirmation email or here:

👉 https://store.thalia.com/policies/contact-information

The official website thalia.com does not manage orders or have access to purchase information.

🌎 Do you offer international shipping?

Yes, we ship to many countries worldwide.

Please note that each country has its own regulations, and the following may apply:

• import taxes

• customs duties

• additional charges upon delivery

These charges are not included in the product or shipping price.

👉 More details: https://store.thalia.com/policies/shipping-policy

⚠️ Will I need to pay customs fees or taxes?

Depending on your country, you may be required to pay taxes or customs fees to receive your order.

In some cases:

• your package may be held at customs

• payment may be required to release your shipment

• there may be a deadline to complete this process

If payment is not completed within the required time, the order may be returned.

We recommend checking your country’s import regulations before placing your order.

Failure to pay the fees may cause the package to be forfeited. Please note that we do not issue refunds for refused packages.

📦 What happens if my order is held at customs?

If your order is held by customs, it is the customer’s responsibility to complete any required process, including payments or documentation.

The shipping carrier will usually contact you with instructions.

The store team can help you check the status of your shipment, but cannot intervene in local customs processes.

🚚 How long does shipping take?

Shipping times depend on your location and the shipping method selected at checkout.

Once your order has shipped, you will receive an email with tracking information.

👉 More details: https://store.thalia.com/policies/shipping-policy

🔍 How can I track my order?

Once your order ships, you will receive an email with your tracking number.

You can use this number to track your package directly with the carrier.

❗ Why is my order taking longer than expected?

Some factors that may affect delivery times include:

• item is on pre order

• shipping or delivery

• changes or cancellations

• returns or refunds

If your order is significantly delayed, the store team can assist you.

💸 Can I request a return or refund?

Yes, returns and refunds are available according to our policies.

👉 https://store.thalia.com/policies/refund-policy

🛡️ What is Route+ Package Protection?

We partner with Route, a leading package protection and tracking provider. By selecting Route+ at checkout, your order is protected against loss, damage, or theft (subject to Route’s terms and conditions).

If your order is lost or arrives damaged, you can easily file a claim directly with Route to receive a replacement or full reimbursement. We highly recommend adding Route+ at checkout for added peace of mind.

*Claims must be filed within 30 days of shipment.  it is the customer's responsibility to file a claim in a timely fashion.*

📬 When should I contact support?

You should contact support if:

• your order has not arrived within the expected timeframe

• your order arrived damaged

• there is an issue with your order

• you need help with your purchase

The store team will review your case and assist you.

If your package is lost or arrives damaged and you purchased Route+ Package Protection, you can file a claim directly with Route. To do so, visit the Route claims portal or access your order through the Route App, where you can quickly submit a claim and track its status.

*Claims must be filed within 30 days of shipment.  it is the customer's responsibility to file a claim in a timely fashion.*