Returns & Exchanges Policy

Last updated: October 31, 2026

Embroidery is personal, and sometimes a piece that looked right on the screen does not feel right once it is on. This page explains the practical side of sending something back to Thread Well: what can be returned, how long you have, how to ask for a return label, how to pack the garment, how exchanges for a different size or colour work, and what happens once your parcel reaches us. The money side, meaning how much is refunded, to where and how quickly, is covered separately on our Refund Policy page.

1. Sixty days, counted from delivery

You have 60 days from the day your parcel was delivered to ask us for a return or an exchange. The clock starts on delivery, not on the day you ordered, so a sweatshirt that spent two weeks travelling to Perth still gets its full 60 days at home. You only need to contact us within that time; we will then send the return label and instructions.

If the piece was a gift and the person who received it wants to return or exchange it, they can write to us with the order number (or the name and email of the person who ordered) and the same 60 days apply from the delivery date.

2. What you can send back

Every piece we sell can be returned within the 60 days, and that includes pieces embroidered with your initials, a name or a date. We understand that a personalised sweatshirt cannot be passed to someone else, but we would still rather you had something you enjoy wearing.

What we ask depends on why the piece is coming back:

Trying a sweatshirt on at home to check the fit is fine; please try it over light clothing and keep it away from makeup, perfume and pets until you are sure. A piece that comes back worn, washed or marked after a change of mind may not be accepted for a full return; if that happens we will contact you before deciding anything.

3. A spelling note before you return

We embroider exactly what is typed in the Order notes box and do not send a proof first. If a name arrives spelt the way it was written in the note, for example “Kaitlyn” when the wearer spells it “Katelyn”, the piece is still returnable within the 60 days like any other. If the embroidery does not match what was written in the note, that is our mistake, and we will remake it or refund it without you paying anything. Either way, the quickest fix is often to catch a typo early: our Cancel or Change an Order page explains how corrections work in the first 24 hours.

4. Asking for a return, step by step

1. Write to us. Email support@threadwell.shop or use our Submit a Ticket page. Include your order number, which piece or pieces you are returning, the reason in a sentence, and whether you would like an exchange or a refund.
2. Add photos if something is wrong. For a fault, damage or an embroidery mistake, attach two or three clear photos: the whole garment laid flat, a close-up of the problem and, for transit damage, the outer parcel and label.
3. Receive your label. We reply within 24 hours on business days with the return address and a free return label, plus any notes about how to pack.
4. Pack and send. Fold the garment, put it in a bag or the original mailer, write your order number on a slip of paper inside, attach the label and drop the parcel off with the carrier named on the label. Please send it soon after you receive the label.
5. Keep your receipt. Hold on to the drop-off receipt or tracking reference until your return is complete.

Please do not send a parcel back without writing to us first. A return without an order number or label takes much longer to match to the right order, which delays your exchange or refund.

5. Exchanges for a different size or colour

Sizes are unisex, and the difference between an M and an L can feel bigger in a hoodie than in a tee. If your piece does not fit, an exchange is usually the easiest answer. Because every piece is embroidered to order, an exchange means we make a new piece for you in the size or garment colour you want, with the same letters, name or design.

• Same design, different size: tell us the new size. We use the same Order notes as your original order unless you tell us otherwise.
• Same design, different garment colour: tell us the new colour, and the thread colour if you want that to change too.
• Different design or product: we treat this as a return of the first piece plus a new order, and adjust the price difference.

The new piece is prepared within our usual 1-3 business days and ships free, so it follows the same timeline as a new order (see Shipping & Delivery). We will tell you when we start it; if anything about the timing needs agreeing, we will agree it with you by email before we begin.

Example: a pullover hoodie arrived in L and feels too roomy around the hood. You email us asking for an M with the same “dog mom” and “BISCUIT” embroidery. We send you a free return label for the L and confirm the M with the same Order notes.

6. When a stitch comes loose or something is not right

Embroidery is made of many thousands of stitches, and occasionally one is not as it should be: a pulled loop, a loose thread at the end of a letter or a small gap in a satin fill. If you notice anything like that, please do not cut or pull at it. Take a clear photo and email us within the 60 days. Depending on what we see, we will send a replacement, a refund or, where the issue is tiny and you are happy to keep the piece, agree a solution with you.

The same applies if the garment itself has a flaw, such as a hole, a seam that has come open or a mark that was there when it arrived, or if the embroidery does not match what you wrote in your Order notes. In most of these cases you will not need to send the piece back first.

7. Group, family and club orders

Book clubs, families and grade teams often order several pieces at once. You can return one piece from a group order without returning the rest; just tell us which piece, by name and size, in your email. If several pieces need a different size, list them all and we will send labels to cover them. For an exchange inside a group order, for example the M crewneck that should have been an XL for one member of the club, we make the new size with the same name from your original note.

8. What happens when your parcel reaches us

When your return arrives, we match it to your order, unfold it and check it against the reason you gave. We then email you to confirm one of three things: that your exchange is on its way into production, that your refund has been issued, or, rarely, that we need to talk about the condition of the piece. Refunds are issued within 7 days of receiving your return; the details of amounts, methods and store credit are on the Refund Policy page.

If you have not heard from us within a few days of the carrier showing your return as delivered, write to us with your order number and the return tracking reference. Parcels are occasionally slow to be scanned in, and having the reference to hand lets us find yours quickly. We would always rather you asked than waited.

9. Pieces that have not shipped yet

If your order has not left us yet, you do not need to return anything. Within 24 hours of ordering you can ask to cancel it or change the size, colour, letters or address. See Cancel or Change an Order for how that works.

10. Caring for a piece you keep

Many questions that start as a return turn out to be about care. To keep embroidery looking its best, turn the garment inside out, wash on a cool, gentle cycle, avoid bleach, and dry on low or flat. Never iron directly over the stitches; if you need to press the garment, iron on the reverse with a cloth between. Caps should be spot cleaned and air dried on a rounded shape. If a piece has changed after washing in a way that worries you, send us a photo and we will tell you honestly what we think.

11. Returning from Canada, Australia or New Zealand

Returns from outside the United States work the same way: write to us within 60 days of delivery, and we send you a free return label and the address to send the piece to. Because the parcel crosses a border on its way back, please do not add anything else to the package, and keep the drop-off receipt until we confirm your return has arrived. If the label we send cannot be used where you live, tell us and we will agree another way to get the piece back to us at no cost to you. Returns from further away naturally take longer to reach us, and your refund or exchange starts once the parcel arrives.

12. Quick answers to common return questions

• Can I return a monogrammed piece? Yes, within 60 days of delivery, like any other piece.
• Do I pay to send it back? No. We send a free return label for change-of-mind returns too.
• Can I swap the thread colour instead of the size? Yes. Ask for an exchange and tell us the new thread colour; we make a new piece with the same letters.
• I removed the tag. Can I still return it? Write to us. As long as the piece is unworn and unwashed, a missing tag is rarely a problem.
• Can I return just the cap from my order? Yes. Any single piece from an order can come back on its own.

13. Help with a return

Write to support@threadwell.shop with your order number and we will reply within 24 hours on business days. Our FAQs and Size Guide may also help you choose the right size for an exchange.

Thread Well, 7660 W Windrush Lane, Franklin, WI 53132, US.