When you buy something from us, we really hope that you love it, however if you should change your mind, we offer a 30 day return/exchange policy for our products based on the following conditions.
To be eligible for return or refund, you must notify us of any issues within 15 days of purchase. And, if applicable, the items must be returned within next 15 days.
To return your product, please follow our returning your items instructions.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase alongside parcel tracking code.
We pay postage in case:
- Item was faulty from warehouse
- Item was damaged by the delivery company (please attach pictures)
- Item was shipped in wrong color size, color or TOG rating from warehouse
Customer pay postage in case:
- Customer don’t like item
- Customer ordered wrong size, TOG rating, color
- Customer thought that color is different
We don’t accept return of:
- Used items
- Washed items
- Items without original tags
- Damaged item by incorrect using or incorrect care
All returns are reviewed separately.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund with 14 working days.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
For orders above £100, we reserve the right to deduct 10% admin fee to cover the postage cost and item handling in our warehouse.
For orders below £100, we will deduct the postage fee, if item was sent to you as free postage, from the final refund amount. £0.75 per item will also be deducted as item handling fee.
For orders where items have been shipped to you as replacements multiple times due to any any number of reasons excluding product defects, we reserve the right to deduct additional admin fee (up to 10% of the total order value) and postage charges before processing the refund.
Order cancellations (if applicable)
In case of an order being cancelled before it's shipped, we reserve the right deduct an admin fee of £5 per item.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support @ threadnine.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support @ threadnine.com and send your items following return instructions at the top of the page. You will be liable to pay the return postage for exchanged items and for the new items sent to you.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
You should consider using a trackable shipping service or purchasing shipping insurance whenever returning items. We don’t guarantee that we will receive your returned item.