Returns at a Glance

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Our Returns Policy

The details set out in the below policy are for unwanted goods or services purchased through the store thethreadbox.co.uk.

• Returns Period – Return requests must be provided within 30 days from the date of dispatch. After a return request has been received, items must be returned to us within a further 14 days. If in the event items take longer than 14 days to be returned, the return request may be cancelled or proof of postage requested before a return is accepted. Exceptions may occur where returns are excepted over a longer period such as Christmas and other special occasions.
• Returns Condition – Items must be returned in a new/unused condition complete with the original manufacturers/internal packaging. Items that have been used or manufacturers packaging has been opened and seals broken are not accepted.
• Excluded Items – We do not accept the return of Perishable goods and Personalised/Customised items. Items of this nature will not be accepted for a return regardless of condition. We do not accept the return of any digital/downloadable content. Any services provided by us are provided with a non returnable/refundable condition against them.
• Free Items – Free items that have been provided as a stand alone product will not be accepted for a return. Free items that have been provided as part of a promotion may be requested to be returned if the original items of the promotion are being returned. If in the event the free items are not returned, any refund/credit provided will be less that of the current price of the kept item.
• Cost of Return – The costs of returning are the sole responsibility of the buyer, we as the seller do not cover the costs of returning unwanted items. If in the event we incur costs to retrieve any returned goods, these costs will be deducted from any refund/credit provided.
• Responsibility of Returns – A return is the sole responsibility of the buyer. We strongly advise obtaining proof of postage or any other documentation your chosen delivery/courier service advises having if in the event a claim for loss of goods or damage will need to be made. Any claims will be the responsibility of the buyer and not processed by us the seller. Where damage has occurred during transit, we will provide the buyer supporting images/documentation to help facilitate their claim but will not take responsibility of providing this material directly with the delivery/courier service.
• How to Request a Return – Contact returns@thethreadbox.co.uk providing your order number and information regarding the items to be returned and their condition, on order to request a return. Items that are returned without prior contact may be refused. Please ensure you include a note of your order number so that any refund/credit note can be processed for you
• Checking – All returned items will be checked to ensure items are as stated to be New/Unused and complete with packaging. Any items received that are deemed to not meet our above requirements will not be accepted. A charge will be made to return these incorrectly returned items to the buyer.

The details set out in the below policy are for faulty/damaged goods purchased through the store thethreadbox.co.uk

• Notification Period – Items that have been damaged in transit must be informed to us within 7 days of receiving. Items that are faulty must be informed to us within 30 days of receipt of your order. Where the date of receiving cannot be verified by an independent source (courier/delivery company) this will be taken as the longest time frame within the estimated delivery aim window
• Supporting Information Required – Please provide images showing any damage/fault on the item and where necessary any damage to the outer packaging. Along with this please include a brief description of the damage/fault and the condition of packaging where necessary, also include your order number. All details can be sent to returns@thethreadbox.co.uk.
• Returns of Damaged/Faulty Items – If damaged or faulty items are required to be returned, we may provide a returns label either physically or digitally to be printed by the buyer, or provide compensation up to the value of the basic postage charge that the item would incur to be returned.
• Testing – Items that have been requested to be returned will undergo testing to confirm the fault/damage. If in the event the item returned is not deemed to be faulty we will not cover the cost of returning the item. If return postage has already been provided a charge will be made to cover this cost and a further charge will be made to return the item to the buyer.

The details set out in the below policy are for incorrect/incomplete orders purchased through the store thethreadbox.co.uk

• Checking Details – Orders may be dispatched in multiple parcels and at different times, if this is the case we will inform the buyer via email and include a note in with the packaging to confirm which items are included and which items are to follow in a later/alternative delivery. If in the event no details have been provided please follow the below steps.
• Notification Period – If an order has arrived with incorrect or missing items please contact us within 7 days of receiving.
• Supporting information required – If an incorrect item has been received please provide an image of the incorrect item. For both incorrect & incomplete orders please provide a brief description of the item that is missing along with your order number. These details can be sent to returns@thethreadbox.co.uk.
• Replacements – Correct items will be dispatched as soon as possible with an estimated time frame provided in correspondence.
• Returns of Incorrect Items – When incorrect items are required to be returned, we may provide a returns label either physically or digitally to be printed by the buyer.

The details set out in the below policy are for if your order has not been received, this is for orders purchased through the store thethreadbox.co.uk

• Delivery Time Frame – Estimated delivery time frames shown on our delivery page are to be used as a guide only. Deliveries may take longer than the time frames mentioned and as such we have the below additional time frame allowances.
  – Royal Mail UK domestic delivery – Please allow up to 14 days from the date of dispatch.
  – Courier UK domestic delivery – Please allow up to 10 days from the date of dispatch.
• Notification Period – If in the event orders have not been received, we must be informed within 14 days from the delivery time frame allowance mentioned above. Please contact returns@thethreadbox.co.uk providing your order number and delivery address.
• Resolution Time Frame – Our delivery services will typically provide a delivery confirmation, if in the event items are not shown to be delivered and the above time frames have passed, details will be passed on to the delivery/courier service to investigate. Further action to resolve this through replacement or refund will be processed within 7 days from this date.
  If in the event delivery confirmation has been received and details indicate an incorrect delivery location, this will be passed onto the delivery/courier service to resolve and correct the delivery. If they are unable to do so further action to resolve this through replacement or refund will be processed within 7 days from this date.
  If in the event delivery confirmation has been received and details indicate a correct delivery location, this will be passed onto the delivery/courier to investigate. Further action will only be taken if in the event items are found to not be delivered correct to the details provided. Items that are deemed correctly delivered will not have any further action taken against them.
  If a safe place note has been provided, and the delivery confirmation states left in safe place, this will be deemed delivered correctly and no further action will be taken.

Our Refund Policy

The details set out in the below policy cover our refunds/exchange/credit processes for orders purchased through the store thethreadbox.co.uk

• Refunds for Returns – When unwanted items have been returned in accordance with our above policy, any refund due will be processed on our system within 72hrs of receipt of the goods.
• Refunds for Faulty/Damaged Items – If items are not requested to be returned a refund will be processed on our system within 72hrs of acceptance of damage/fault. If items are requested to be returned, any refund due will be processed on our system within 72hrs of receipt of the goods.
• Refunds for Incorrect/Incomplete Orders – A refund will be processed on our system within 72hrs of acceptance of an incorrect/incomplete order being received.
• Refunds for orders not received – A refund will be processed on our system within 72hrs of acceptance of an order not being received. The acceptance of an order not being received will be on condition of any investigation by the delivery/courier service being completed.
• Postage Refunds – We refund the original postage cost up to the value of our basic postage service when a complete order has been returned and no goods are kept. If in the event only part of an order has been returned no postage charge will be refunded.
• Postage Upgrades – We do not cover the refund of any postage upgrades with only the value of the basic postage service that would have applied being refunded. A postage upgrade is deemed to be any service that is greater in value over that of the cheapest postage option available for the buyers order.
• Free/Reduced Delivery Promotion – If in the event returned items remove the condition that the promotion was provided under, be that order value or specific items purchased, the resulting refund will be less that of the postage charge that would have applied to the buyers order. This condition is only applied against part returned orders where some of the original items are kept and these kept part items do not meet the original delivery promotion condition.
• Credit Notes – On occasions we may offer credit notes, these will only be offered on occasions where by the condition to receive a refund has not been met. These are provided at our sole discretion.
• Exchanges for Returns – We do not provide exchanges for returned unwanted items, should alternative items be required a new order will need to be processed.
• Exchanges for Faulty/Damaged Items – If in the event items are deemed faulty/damaged, an exchange may be offered where possible. The timeframe of any exchange will be provided in correspondence and following our standard delivery & dispatch times.
• Promotions – We do not provide refunds on promotional goods that are provided without charge. Any promotional goods that are provided at a discounted rate will be refunded at that discounted rate when all other conditions of that promotion are still met. Any promotional goods that are provided at a discounted rate with the subsequent return no longer meeting that promotions discount rate, may be refunded at an amount less that of any discount that would no longer apply.
• Refund Processing Time – Refunds will be processed on our system in accordance with the above provided details. The time frame for these refunds to then reach your account will depend upon the payment method used with some services stating processing times of 5-10 working days for funds to show within your account. We as the seller are not able to check on these times and can only state the date and time the refund was processed on our system.

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If you have any questions regarding any of the above policies outlined above please contact us directly to policies@thethreadbox.co.uk