Return Policy

At Threads & Needle, we strive for your utmost satisfaction with every purchase. However, if for any reason you are not completely happy with your order, we offer a straightforward return and exchange policy.

Eligible Items: Handstitched items (e.g., hoops) or kits, can be returned for an exchange or refund if they are in a condition suitable for resale. To be eligible for a return or exchange, we require the customer to contact us at [email protected]  within 14 days of the purchase date and return the items within 30 days.

Return Process:

1. Send an email to [email protected]  within 14 days of purchase, stating the reason for the return or exchange request.
2. Once we confirm your request and advise the best postal method for sending back the items, you can proceed with return.

Please Note:

1. Make sure to return the items in their original condition, unused and in its original packaging.
2. Items sent back to us without first requesting a return will not be accepted. 
3. Customers are responsible for the return shipping costs, except in the case of faulty or damaged items.
4. Orders over the value of £25 should be returned with a tracked and signed service to ensure coverage by Royal Mail.

Exceptions to the Return Policy:

Downloadable items/ pdf digital patterns, printed patterns, items on sale, and custom orders personalized in any way (e.g., name or colour) are not eligible for returns.

Refunds and Exchanges:

1. Once we receive and assess the returned items, we will process the refund (less the cost of postage) or arrange for an exchange.
2. Refunds will be issued to the original payment method.

Additional Information:

1. If your order requires amendments or cancellations, please notify us within 48 hours of placing the order.
2. Refunds for returned items may take up to 10 working days to appear in your account.
3. In the case of damaged items, please notify us within 3 working days of delivery.

Late or missing refunds

1. If you haven’t received a refund yet, first check your bank account again.
2. Then contact your credit card company, it may take some time before your refund is officially posted.
3. Next contact your bank. There is often some processing time before a refund is posted.
4. If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Please review the full Terms and Conditions for further details. If you have any questions or need assistance with your return, feel free to contact us at [email protected] . We are here to help!