RETURNS
RETURNS
Christmas Extended Returns
We have extended our usual returns time frame for the festive season. Orders placed from the 27th November 2024 – 31st December 2024 will have a 30-day return window. Orders before or after these dates will have the standard 14-day return window.
Our Returns Policy
At Needle & Thread, we continually strive to offer the best service possible to our customers shopping online with us. However, in the unlikely event that you're not entirely satisfied with your purchase from us, you can return your item/s for a refund within 14 days of delivery.
Your purchase(s) must be returned in a saleable condition with all labels and tags attached. Upon return, all items are inspected by our customer services team before your refund is processed. We do not offer exchanges on our products. Please try items on with care. If you decide to return something, please ensure that it is in perfect condition. This means that it must be clean (no deodorant marks, perfume, fake tan, or make-up stains), unworn and unwashed. Hygiene stickers should not be removed. The items should be free from human hair and pet hair as well as dust and debris. Items returned to us in a non-saleable condition, will not be refunded and will be sent back to you.
Please note, items that are sold as a set, including 2 or more pieces, must be returned together. Please ensure that correct sizes are matched if more than one size has been ordered. Items that are not returned in full or are not correctly sized will not be refunded.
In the interests of both health and hygiene, returns will not be accepted if hygiene stickers have been removed on bodysuit styles.
Please note we are not responsible for any non-Needle & Thread items returned to our warehouse. If this has been done accidentally, please contact our customer care team as soon as possible.
Jewellery
Jewellery that you wish to return must be unused and in the same condition that you received it in. It must also be in the original pouch and box provided. Items that appear worn or used will not be refunded and will be returned to the customer.
Missing crystals, beads and pearls are not classed as manufacturing faults if outside of the 14 day return policy.
Tarnishing or discolouration due to chemical contact is not a fault. Please see our FAQ's for details on how to avoid this.
Damage caused by general wear and tear is the responsibility of the owner. We cannot be responsible for any damage due to negligence.
Our UK Returns Process
*If you have a try before you buy order, please submit return intent on the supplied portal on your email (From Harper) before completing the Royal Mail process.
To return your order for free, enter your full order number (including the # symbol, e.g #UK123456) into the Royal Mail link below-
https://www.royalmail.com/track-my-return#/details/7226
Please securely pack and seal items for return. Please ensure the dispatch note is inside of the package.
You can then arrange a collection for your return or drop this at your nearest Royal Mail Delivery Office or Post Office.
This can be done with a QR code, no printer is required.
If your return package is bigger than 20kg or 61 x 46 x 46 cm please let us know by contacting our Customer Care Team on the below email address - customercare@needleandthread.com
Please ensure to retain a record of the return tracking number in case anything is lost during transit. Failure to provide a proof of portage may result in no refund if your return is lost. We suggest keeping the email from Royal Mail until the refund has been issued.
Please do not combine multiple orders into one return, please ensure to create a separate label for each order returned or this can cause a delay to your refund.
Self Postage
If you are using another carrier to return your order, please note this will be at your own cost and we would not be liable for any items lost or damaged during transit. Please send your returns to the below address:
Needle & Thread
Torque (WO1)
Wortley Moor Road,
Wortley,
Leeds
LS12 4JH
Please kindly note customers should allow up to 10 business days from the date of delivery at our warehouse for refunds to be issued.
Our US Returns Process
If you would like to return an item back to us, we charge $10 which is payable at the same time you request a label.
Please follow the steps below to return your purchase:
1. Please go to the below link and input your order number and the zip code of where your item was delivered to.
https://needleandthread.returns.international/
2. Please select the item/s you wish to return and the reason why and click “proceed”
3. You will be able to return this item to us using DHL collection service. Please fill in your details as to where you would like this item collected from.
4. Your label will then be created, and you will be able to print it off.
5. Attach the DHL label and the commercial invoice to the outside of the parcel, add your order number to it and hand it over to the driver along with a copy of the commercial invoice. Please DO NOT leave goods unattended outside of your property, as we are not liable for the theft of goods before collection. Please ensure the goods are handed to the driver directly.
6. Please hand over the Returns Doc to the courier driver when your parcel is collected.
Please note that if DHL does not service your area, you would be required to organize and pay for the return shipping. Please see the below link to check the service points in your area-
Please do not return multiple orders in one package, as this will cause issues when processing through customs and the package will likely be returned to you.
Providing your return passes our quality checks, a refund will be issued within 10 business days from the date we receive it. Please note we do not currently provide any acknowledgement of returns. Instead, we encourage customers to check the return tracking to confirm if this has reached us.
If for any reason you cannot raise your return or if you have any questions, please email customercare@needleandthread.com and a member of the team will respond to you within 24 hours.
Our International Returns Process
Please follow the steps below to return your purchase:
1. To create a returns label, visit our returns portal
2. Enter your Order ID. This is your order number starting with GE
3. Enter the email address you used when placing your order. Select Next
4. Select the item/s you would like to return and choose your return reason. Please note your return reason will not affect your return. Select Next.
5. Select your return method. You will have 2 options as detailed below. Select your preferred option. Select Next.
Standard Return
Select this option to create a Return Label and send back the returned goods with the shipper of your choice. You will cover the full cost of this return shipment.
OR
Express Prepaid Return
Select this option to create a Return Label and send back the returned goods with DHL using our flat rate discounted rate. The rate will be displayed in the portal.
By choosing this option you are giving consent for Needle & Thread to deduct the return cost from your refund.
Please note, the returns label is valid for one parcel only.
If for any reason you cannot raise your return or if you have any questions, please email customercare@needleandthread.com and a member of the team will respond to you within 24 hours.
