FAQ

What has changed due to the COVID-19 outbreak?

We have taken all recommended steps to ensure the safety of our staff, delivery teams and adherence to the highest hygiene standards across our business. We are closely monitoring the recommendations of the WHO, local Governments and their Local Authorities for any changes to their current advice.

We are working from home where at all possible and in-house we have allocated more space to the remaining team to allow for social distancing. We have ongoing deep cleans of the packing room, staff are provided with protective gloves and our delivery drivers are regularly washing their hands and using hand sanitiser when required.

Will I still receive my order?

Currently all services are working well although please note that your items may take a little longer to arrive than expected. If you have any queries about your specific order, please contact: customercare@needleandthread.com

What will I receive my sale item in? 

Your Sale item will arrive wrapped in Needle & Thread branded tissue paper inside a Needle & Thread recycled material Poly bag.

What about returns?

You can still return items to us. If you have any queries about your return, please contact:  customercare@needleandthread.com

Do I have to create an account before placing an order?

If you wish to make an order without creating an account, please select the guest checkout option. By registering with us and creating an account, you’ll be able to: track your orders and review past purchases, request a return or exchange directly from your account, shop even quicker the next time by saving your address and card details, and manage your account details, address book and email preferences.

How do I change my account details?

To change any of your personal details, you will need to firstly log in to your Needle & Thread account with your username and password, by clicking the key icon in the right hand corner of the website. Once you are logged in, visit the My Account section to change any information you wish to.

How do I know if Needle & Thread have received my order?

We will send you an order confirmation email within 24 hours of receiving your order. This will be sent to the email that you provide us during the checkout process.

Is shopping online with Needle & Thread secure?

Yes, shopping with us is 100% secure. We use a payment gateway called SagePay who process our orders. This means that your customer details and card details are handled by them and securely processed within all government required legislation. Should you have any specific concerns please feel free to contact our customer service team who will be happy to give you any further information.

How do I check the status of my order?

To check the status of your order, you will need to log in to your Needle & Thread account using your username and password. If you checked out as a guest, you will need to use your order number instead. Under My Account, click 'My Orders' to see a status. If your order has already been despatched we will have provided you with a tracking number via email.

Do you ship to PO addresses?

We are unable to deliver to PO Box addresses. We can only deliver to your permanent residential address, or your place of work. If you choose to have your order delivered to you at your place of work, please ensure that there will be someone available to take receipt of the goods and sign for the parcel.

How do I look after my Needle & Thread purchase?

All Needle & Thread items are gentle dry clean only.

How do I apply for a role at Needle & Thread?

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 careers@needleandthread.com. You can also visit our profile page at Business of Fashion

How do I access, change or delete my data at Needle & Thread?

For access to your data, to make any changes or to request removal, please email mydata@needleandthread.com and a member of our team will be in contact with you in approximately 2 working days to process your request.