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