Refund policy
Thread & Gift – Returns & Refunds Policy
We want you to love every item you receive from Thread & Gift. If something isn’t quite right, we’re here to help. Please read our returns and refunds policy carefully, as some products have special conditions.
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1. Personalised Items
Personalised products are made uniquely for you, so we can only accept returns if the item is defective.
- Returns are not accepted for spelling mistakes, incorrect personalisation details, or design choices provided by the customer.
- If your personalised item arrives damaged or faulty, please contact us within 14 days of delivery at support@threadandgift.co.uk with photos and your order number.
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2. Underwear & Socks
For hygiene reasons, we do not accept returns or exchanges on any underwear or socks, whether worn or unworn.
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3. All Other Items
We’re happy to accept returns on non‑personalised, non‑restricted items provided they meet the following conditions:
- Items must be returned in as new condition
(unused, unwashed, unmarked, and with all original tags/packaging).
- Returns must be requested within 30 days of delivery.
- Items that show signs of wear, damage, or use cannot be refunded.
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4. Faulty or Incorrect Items
If you receive an item that is faulty or not what you ordered, please contact us at support@threadandgift.co.uk within 14 days of delivery.
We’ll arrange a replacement or refund once the issue is confirmed.
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5. How to Start a Return
To begin a return, email us at support@threadandgift.co.uk with:
- Your order number
- The item(s) you wish to return
- The reason for the return
- Photos if the item is faulty
We’ll guide you through the next steps.
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6. Refunds
Once your return is received and inspected, we’ll issue your refund to your original payment method. Refunds typically take 3–5 working days to appear, depending on your bank.
Shipping costs are non‑refundable unless the item is faulty or incorrect.
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7. Exchanges
Exchanges are available for eligible items in as new condition, subject to stock availability. Personalised items, underwear, and socks cannot be exchanged.
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8. Return Shipping
Customers are responsible for return postage unless the item is faulty or incorrect.