常见问题

你们的退货政策是什么？

We offer a 14-day return window. This means the return must be collected within 14 days of the delivery date. Your purchase(s) must be returned in the original packaging, 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 it is in perfect condition. This means that it must be clean (no deodorant, perfume or make-up stains), unworn and unwashed. Items returned to us in a non-sellable condition will not be refunded and will be sent back to you.

Customers are responsible for ensuring that only Needle & Thread items are returned to us. Please carefully check your return before sending it back.

If we receive items that do not belong to Needle & Thread:

• A return handling fee may apply.
• Items that are not claimed or cannot be returned to the correct sender may be disposed of.

To avoid any issues or delays in processing your return, please double-check that the items you are sending back are correct and match your original Needle & Thread order.

我的退款在哪里？

Please note we do not currently provide any acknowledgement when we receive your return. Instead, we advise our customers to check the return tracking for their orders. Once this has been received, a refund will be issued within 10 business days. Please note it can take another 3-10 business days for the funds to show in your account, depending on your bank. 

If you have not received a refund notification after 10 business days from when your return was delivered, please reach out to our Customer Care team as soon as possible with proof of your return.
Cases must be raised within this timeframe to allow for investigation — failure to do so may result in further delays and/or the refund being refused.

What should I do if I forget to apply my 10% Welcome order code?

One-time-use 10% Welcome discount codes can only be applied at the time of ordering. However, if you didn’t use your code the first time around, you’re more than welcome to use it on your next order — as long as it’s within 30 days of receiving it.

如果我忘记应用我的折扣券代码，我应该怎么办？

All discount codes are one time use only and can should be applied at the time of ordering. If you require further assistance, please contact: [email protected]

我注册了，但没有收到我的10%欢迎折扣代码？

一旦你确认了你的详细信息，我们将向你发送一封后续的电子邮件，其中包括你的折扣代码。请允许在24小时内出现。请确保检查所有的垃圾邮件和垃圾邮件文件夹。请注意，您需要在注册时勾选电子邮件营销的选项，以收到折扣代码。请注意，我们的10%的欢迎折扣只对你的第一次购买有效，并且不可转让。如果在结账时没有应用这个折扣，我们就不能追溯应用。

我可以取消我的订单吗？

Please note we are unable to guarantee order cancellations. Whilst we will always endeavour to support with order cancellation requests, this cannot be guaranteed. If you wish to cancel your order, please email [email protected] as soon as possible.

我可以修改我的订单吗？

Once an order has been placed, we are unable to make amendments to the size, style, or colourway.

The only changes we may be able to accommodate are email address or shipping address updates. While we will always do our best to support these changes, we cannot be guaranteed once your order is in process.

If you need to request an amendment, please contact us as soon as possible at [email protected]

我收到了我的订单，但它不完整或不正确，我应该怎么做？

You should contact Customer Service as soon as possible if you find your order is not as expected. You can email us at [email protected] or call us on +44 203 695 0476 Monday – Friday 9am – 5pm (GMT)

我收到了我的订单，但它有问题/损坏，我应该怎么做？

If you’ve received a damaged or defective item, please contact us at [email protected] within 48 hours of receiving your order to qualify for a refund.

Please do not wear any damaged items, as we’re unable to process refunds for items that have been worn.

All cases must be raised within this timeframe to allow for the necessary investigation. Failure to report the issue as soon as possible may result in delays and/or the refund being refused.

My order shows as delivered, but I haven’t received it — what should I do?

If your order is marked as delivered but hasn't arrived, please contact us at [email protected] within 48 hours of receiving the delivery notification. All cases must be raised within this timeframe to allow for a full investigation with the carrier. Failure to report the issue promptly may result in delays and/or investigations being refused by the carrier.

我订购的商品已经降价，我可以得到价格匹配吗？

不幸的是，我们不能退还差价。然而，这些东西可以退货退款，然后以新的优惠价格下一个新的订单。

在下单之前，我必须先创建一个账户吗？

如果您想在没有创建账户的情况下进行订购，请选择客人结账选项。通过注册并创建一个账户，您将能够：跟踪您的订单并查看过去的购买情况，直接从您的账户中申请退货或换货，通过保存您的地址和卡的详细信息，下次购物更加快捷，以及管理您的账户详细信息、地址簿和电子邮件首选项。

如何更改我的账户信息？

要更改您的个人信息，您首先需要用您的用户名和密码登录到您的Needle & Thread账户，点击网站右上角的钥匙图标。登录后，请访问"我的账户"部分来更改任何你想要的信息。

我如何知道Needle & Thread是否已经收到我的订单？

我们将在收到您的订单后24小时内向您发送一封订单确认邮件。这将被发送到您在结账过程中提供给我们的电子邮件。

在Needle & Thread网上购物安全吗？

是的，在我们这里购物是100%安全的。我们使用一个名为Shopify Payments的支付网关来处理我们的订单。这意味着，您的客户信息和卡的细节是由他们处理，并在所有政府要求的立法安全处理。如果您有任何具体的问题，请随时联系我们的客户服务团队，他们将很乐意为您提供任何进一步的信息。

如何查询我的订单状态？

要查看订单状态，您需要使用您的用户名和密码登录到您的Needle & Thread账户。如果您以客人身份结账，您需要使用您的订单号。在"我的账户"下，点击"我的订单"查看状态。如果您的订单已经发出，我们会通过电子邮件向您提供一个跟踪号码。

你们是否向邮政地址发货？

我们无法向邮政信箱地址送货。我们只能将货物送到您的永久居住地址，或您的工作地点。如果您选择将您的订单送到您的工作地点，请确保有专人接收货物并签收包裹。

I need help with sizing – what should I do?

If you’re unsure about sizing or need guidance on the best fit, we’re here to help!

For fast and tailored assistance, we recommend speaking to our friendly AI chatbot via the live chat function on our website. Alternatively, you can email our team at [email protected] — we’ll be happy to advise you.

How can I find authorised Needle & Thread stockists?

If you’re looking to purchase from an authorised Needle & Thread stockist, we’re happy to help ensure you're buying from a trusted source.

For quick assistance, please speak to our friendly AI chatbot via the live chat function on our website. Alternatively, you can email our team at [email protected], and we’ll provide a list of authorised retailers near you or online.

我购买了针线活后，该如何保养？

To best care for your Needle & Thread piece, we recommend storing the dress flat in the box it arrives in. This helps preserve the shape and prevents unnecessary stretching of the fabric or embellishment.

As your event approaches, hang the dress 1–2 days beforehand to allow any light creases to naturally fall out without affecting the ruffles or volume of the design.

If needed, use a gentle steamer on a low setting, avoiding excess moisture, to refresh the fabric. Always store your dress away from direct sunlight to prevent fading over time.

Please note we do not provide garment bags with our orders.

For more detailed advice, please visit our Aftercare Guide to learn how to keep your Needle & Thread piece looking its best.

如何申请针线社的职位？

We are always seeking dynamic individuals to join our London HQ. If you are interested in finding out about our current opportunities at Needle & Thread, please send your CV accompanied by a covering letter to [email protected]. You can also visit our profile page at Business of Fashion

如何访问、更改或删除我在Needle & Thread的数据？

如要访问您的数据，进行任何更改或要求删除，请填写此表，我们的团队成员将在大约2个工作日内与您联系，处理您的请求。

如何使用Klarna进行后期支付？

Klarna是谁？

Klarna是一家瑞典的支付服务提供商，为您的支付承担端到端的责任。Klarna是超过19万家在线商店的顺畅支付供应商。全球有超过8000万消费者信任Klarna，让其安全地处理他们的支付。

后期支付3期免息如何操作？

分3期免息支付，让您将购买费用分3次等额支付。每期付款将自动从您结账时输入的借记卡或信用卡中收取。当您的订单被Needle & Thread确认后，您的第一笔付款将被收取，第二笔和第三笔付款将分别在30天和60天后支付。

我是否有资格享受3期免息分期付款？

要使用"晚付三期免息"，您必须年满18岁。虽然这个选项被广泛推广，但"晚付三期免息"还是要根据您的经济情况而定。选择"晚付三期免息"时，我们的评估不会影响您的信用等级。

如何提高3期免息分期付款中后期支付被接受的几率？

Klarna是独一无二的，根据订单价值、之前的订单历史和商品供应情况等诸多因素，提供3期免息分期付款。如果您年满18周岁或以上，您可以通过确保提供您的全名和准确的地址信息，并将货物运送到您注册的账单地址，从而提高您获得"3期免息分期付款"的机会。所有订单都会被单独评估。虽然您之前已经接受了Klarna支付方式，但这并不意味着每笔订单都会提供这种支付方式，反过来，如果您被拒绝，也不意味着今后所有订单都会被拒绝。

购买时需要提供什么？

如果您想在Klarna使用3次免息分期付款进行购买，您需要提供您的手机号码、电子邮件地址、当前的账单地址和借记卡或信用卡。手机号码是我们需要联系您时需要的。所有的通讯都会发送到您的电子邮件地址。您必须向我们提供正确的信息，否则您将无法收到您的付款时间表和任何更新的订单信息，这一点非常重要。

会不会对我进行信用调查？

Klarna可能会进行所谓的未记录查询（或软信用搜索），这些查询不会影响信用评分，只有您和Klarna可以看到，但其他贷款人看不到。Klarna和Needle & Thread都不会对您进行可能影响您信用评级的信用搜索。

为什么没有给我提供3期免息的后付款？

虽然"3期免息分期付款"被广泛推广，但并不总是普遍适用。后期支付3期免息分期付款选项是由算法自动生成的，算法取决于一些因素，包括地址详情、持卡人详情、订单金额、在线商店、以前的订单历史和商品供应。

Klarna的付款方式有哪些？

您在结账时输入的借记卡或信用卡将自动收取3期免息付款。第一笔款项在订单确认时支付。第二和第三期付款将分别在第一期付款后30天和60天后收取。

如果我取消或退回我的订单会怎样？

一旦Needle & Thread接受了您的取消/退货，Klarna将取消今后的任何计划付款，并退还任何应付款项。

如果我不支付我的订单会怎么样？

Klarna将自动尝试通过您在结账时输入的借记卡或信用卡收取您在Needle & Thread购买的3期免息分期付款。如果我们无法在预定的到期日收取您的付款，Klarna将在两天后再尝试一次自动收取付款。如果最后一次付款尝试失败，Klarna将向您发出一份全额未付订单金额的声明，该金额将在15天后支付。当付款到期时，Klarna将在尝试收取您的付款前两天通知您。使用Klarna的"3次分期付款"产品，即使您未能按时付款，您的信用评分也不会受到影响。

有人让我去Klarna网站。这样做对吗？

您只需登录Klarna.com/uk，就可以查看所有的Klarna购买和付款时间表。

我的支付信息是否安全？

支付信息由Klarna安全处理。我们不会向Needle & Thread传输或保存任何卡的信息。所有的交易都是通过最新的行业标准安全协议的连接进行的。

我可以在到期日之前支付吗？

不可以，目前还不能进行3期免息分期付款。

你收到我的钱了吗？

Klarna会在付款到期、成功收款或万一付款失败时，通过电子邮件和推送通知您。如果付款已经收取，但您还没有收到付款确认，您可以随时登录www.klarna.com/uk，查看您的订单和付款状态。

退货后，我的报表怎么办？

一旦Needle & Thread收到退货（部分或全部），您也收到了他们的确认，如果您进行了部分退货，Klarna将向您发送一份更新的声明，其中包含调整后的付款时间表。如果是全额退货，我们将退还所有已收取的款项，并取消任何未来的计划付款。我已经收到了一份声明，但我还没有收到我的货物。

如果您还没有收到货物，请致电Needle & Thread查询您的订单和交货状态。您也可以联系Klarna的客户服务部，以便我们推迟您的付款到期日。

我已经取消了我的订单。我需要多长时间才能收到退款？

本店一经登记您的取消或退货，将在5-7个工作日内处理退款。

我已要求退款。我将如何获得退款？

退款将退回到最初结账时输入的借记卡或信用卡上。

我还没有收到我的报表/付款信息的电子邮件。

您可以登录www.klarna.com/uk，在那里您可以找到您所有的订单和付款时间表信息。

我还有关于付款的问题，如何联系？

请访问Klarna的客户服务页面，查看常见问题、即时聊天和电话选项的完整列表。

如何保养 Needle & Thread X Soru 耳环？

You should store your earrings in a dark, cool and dry place within the box provided to help reduce tarnishing and scratching. Silver is a bendable precious metal, any pressure applied could cause damage. When transporting your jewellery, we would advise that it is kept within the box so that no external pressure is accidentally applied. Gold plated silver may fade if the care instructions are not adhered to. Please do not expose your jewellery to water, perfumes or lotions as this may cause the plating to fade. Gold plated silver may naturally fade over time. We recommend that you remove jewellery while in water and avoid spraying perfume or applying creams where it could come into contact with your jewellery. Avoid extreme temperatures, humidity and sunlight. Any contact with perfumes, cosmetics or chemicals will cause discolouration to semi precious metals. This is not a fault and can be avoided by caring for your jewellery as detailed above.

如何保养 Needle & Thread X Soru 耳环上的宝石？

Gemstones should never be worn around hot water, harsh chemicals or cleaning products. You can clean most gemstones with a soft, damp cloth after wearing. Very porous stones such as turquoise and emeralds should be cleaned using an untreated, dry, soft cloth only. Do not use tissue paper or paper towels to clean your jewellery as they can cause scratching. We use natural gemstones which may contain internal inclusions, adding to the beauty and uniqueness of each individual gem. Missing pearls, beads and gems are not classed as a manufacturing fault outside of the 14 day return window.