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 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. Your order ID is a 5-digit number starting with #

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.

Please note customers should use a safe and secure method for private return, as we are not liable for anything lost or damaged during return shipping. 

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.

Once this has been received by our warehouse, a refund will then be processed within 10 working days, providing it passes our quality checks. 

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.