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 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.
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 75£ or when 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 and postage charges before processing the refund.
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.
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.