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\nThis page is about money: when Thread Well refunds you, how much comes back, where it goes and how quickly. It sits alongside our Returns & Exchanges Policy, which explains how to send a piece back, and our Cancel or Change an Order page, which covers orders that have not left us yet. If anything below is unclear, email support@threadwell.shop and we will reply within 24 hours on business days.
\nMost refunds at Thread Well fall into one of the situations below. Each one says what we need from you and what you get back.
\nWhether the sweatshirt did not fit, the garment colour looked different in daylight or you simply changed your mind, you can return it within 60 days of delivery using the free label we send. When the piece reaches us and matches the condition described on the returns page, we refund the price you paid for it.
\nIf a piece arrives with a fault, such as loose or pulled stitches, a flaw in the fabric or a seam that has opened, send us photos and your order number. You can choose a replacement or a refund of the full price you paid for that piece. In many cases you will not need to send the faulty piece back.
\nWe embroider what you write in the Order notes box. If the result does not match the note, for example a different letter order in a monogram, a different thread colour from the one you chose, or a name spelt differently from the note, that is our mistake. We will remake the piece or refund it in full, whichever you prefer.
\nSend a photo of what arrived, including the size label. We will send the right piece at no cost or refund it in full.
\nIf a parcel has not arrived and you are worried, email us with your order number. We will look into it with you and agree the next step. Where a parcel is confirmed lost, you can choose a replacement or a full refund of what you paid.
\nIf you ask us to cancel within 24 hours of placing your order and we confirm the cancellation, you receive a full refund of everything you paid.
\nOccasionally we may need to cancel an order, for example if a garment colour becomes unavailable and you would prefer not to switch, or if a payment cannot be confirmed. We email you first and refund the full amount.
\nThe 7 days start on the day your returned piece reaches us. In that time we match the parcel to your order, check the piece and issue the refund. You receive an email confirming that the refund has been issued and the amount.
\nFor situations that do not involve sending anything back, such as a cancellation within 24 hours or a fault we resolve from your photos, we issue the refund once we have confirmed the outcome with you by email.
\nAfter we issue a refund, your bank or payment provider still has to show it on your statement. That part is outside our control and the time it takes varies by provider. If a refund we have confirmed does not appear, write to us with your order number and we will send you the refund details so you can follow it up with your provider.
\n| Situation | \nClock starts when | \nWe refund within | \n
|---|---|---|
| Change-of-mind return | \nYour returned piece reaches us | \n7 days | \n
| Size or colour you no longer want, with no exchange | \nYour returned piece reaches us | \n7 days | \n
| Faulty piece sent back | \nYour returned piece reaches us | \n7 days | \n
| Faulty piece resolved from photos | \nWe confirm the outcome with you | \nIssued once confirmed | \n
| Cancellation within 24 hours | \nWe confirm the cancellation | \nWithin 7 days of confirming | \n
Because every order ships free and every return label is free, the arithmetic is simple. A refund is the price you paid for the piece or pieces being refunded. Nothing is taken off for postage either way, and there is no restocking or processing fee.
\n| Situation | \nPrice of the piece | \nShipping | \nReturn postage | \n
|---|---|---|---|
| Changed your mind, size or colour not right | \nRefunded in full | \nFree, nothing to refund | \nFree label from us | \n
| Faulty embroidery or garment | \nRefunded in full | \nFree, nothing to refund | \nFree label, or no return needed | \n
| Embroidery different from your Order notes | \nRefunded in full | \nFree, nothing to refund | \nFree label, or no return needed | \n
| Wrong piece, size or colour sent | \nRefunded in full | \nFree, nothing to refund | \nFree label | \n
| Cancelled within 24 hours | \nRefunded in full | \nFree, nothing to refund | \nNot applicable | \n
Size options carry their own prices (for example, 2XL and 3XL cost a little more than S to XL, and a full-chest placement costs more than a left-chest one). A refund is always the price you actually paid for that exact piece, as shown on your order confirmation.
\nBy default, refunds go back to the payment method you used at checkout, in US dollars, the currency our prices are shown in. If you paid in a different currency through your bank or card, any conversion is handled by your provider.
\nIf you would rather have store credit, just say so in your email. Store credit is issued for the same amount and never expires, so it can wait for next autumn’s sweatshirt or a gift you have not thought of yet. Store credit can be used on any piece in the shop.
\nIf the piece was a gift, a refund goes back to the person who paid for it. If the person who paid would like the recipient to have store credit instead, they can tell us in an email and we will issue it in the recipient’s name.
\nWe do not take money off for opening a parcel, trying a piece on or removing a tag. A partial refund is only something we would raise if a change-of-mind return comes back clearly worn, washed, marked or damaged after it arrived. If that happens, we email you before doing anything, explain what we found and propose an amount. If you do not agree, you can ask us to send the piece back to you instead, at no cost.
\nWhen a piece is not right, you can usually choose between your money back and a new piece. Neither choice costs you anything extra, so pick whichever is more useful.
\nIf an exchange is for a piece with a different price, for instance swapping a crewneck for a hoodie in a Style option, we tell you the difference before we start. If the new piece costs less, we refund the difference within 7 days of receiving your return; if it costs more, we only go ahead once you agree to pay the difference.
\nStore credit is a balance held for you at Thread Well. When you are ready to use it, place your order as usual and mention in the Order notes, or in an email to us, that you would like to use your credit. We will apply it and confirm the remaining amount by email. Store credit cannot be exchanged for cash later, but because it never expires there is no pressure to spend it quickly. If you are unsure of your balance, ask us at any time.
\nEach step is confirmed by email, so you always know where your refund stands:
\nIf you have the return tracking reference and it shows delivered but you have not had our confirmation within 7 days, email us with the reference and we will look into it the same business day we read your message.
\nThread Well does not collect sales tax at checkout, so there is no tax line to refund. Our prices include free shipping to the United States, Canada, Australia and New Zealand. If a carrier or customs office in your country charged you an import fee for a parcel, please contact us about it; duties and taxes depend on the destination country, and we will tell you how we can help.
\nIf something about a charge looks wrong, please write to us first. We can usually explain or fix it within a day, which is often quicker than a dispute through your bank or payment provider. Writing to us does not affect any right you have with your bank or provider.
\nEmail support@threadwell.shop or submit a ticket with your order number. We reply within 24 hours on business days. Related pages: Returns & Exchanges, Shipping & Delivery and FAQs.
\nThread Well, 7660 W Windrush Lane, Franklin, WI 53132, US.
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