HOW DO I REQUEST A RETURN?
If you’re not happy with your order and would like to make a return, please follow the instructions below:
Log into our returns portal by using your order number & email address used at checkout.
Select the item(s) that you wish to return and submit the request.
Wait to receive a confirmation email from us containing the return address.
Package up your item(s) & include a returns slip, then send them back to us via your chosen courier.
Once we have received your order, we will process your refund as soon as possible.
MPORTANT THINGS TO NOTE:
Returns must be created within 7 days of receiving your order.
Once the return has been confirmed, you need to send the item(s) back to us within a further 7 days.
Unfortunately we’re unable to cover the cost of returns at this time. Any items you wish to return are your responsibility until they reach our site. We would suggest using a delivery service that insures you for the value of the item(s) and obtaining proof of postage.
A returns slip needs to be included in your return packaging - It is not essential to print the form, however we ask that all the same information is included in a note to make it easier for us to locate your order.
Original shipping costs will not be refunded.
Once we have received your return, your refund will be issued back to the original payment method or added to your account as store credit (whichever option you select when creating the return). Refunds can take up to 10 working days to appear in your account.
MY ITEM IS FAULTY?
If you receive a faulty or incorrect product, please contact us immediately at sales@threadsonline.co.uk stating your order number, name, delivery address, a full description of the fault and photos so we can assist with the return. If we can’t replace the product, we will send you a pre-paid returns label and issue a full refund once we have received the product back.
INTERNATIONAL RETURNS?
Non UK customers are unable to return goods due to import duties. If you received the wrong item or the goods are faulty then returns from outside of the EU must be invoiced as "RETURNED GOODS - OF NO COMMERCIAL VALUE" to stop them being held at customs. Any charges related to customs are payable by the customer and not by us.
CONDITIONS:
Items must be returned in all original packaging and in ‘as new/unworn’ condition. All tags must not have been removed and must be intact. We reserve the right to deny any refunds if the item/s show signs of use and/or are damaged in any way, including smoke smell, pet hair etc.
Due to hygiene reasons swimwear, underpants or socks can not be returned. Fragrances also cannot be returned once the packaging has been opened.
Once your item(s) arrive back to our site, they will be inspected & re-authenticated. Please be advised if you send us a counterfeit item back rather than our product, then this will be identified. This is an offence which would be investigated and you will not be refunded. Once inspected, your refund will be processed as quickly as possible.