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. 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 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.
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.
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.
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 firstname.lastname@example.org and a member of the team will respond to you within 24 hours.