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Customer Care

Visit MY ACCOUNT to log-in and request a return. Please use the GUEST RETURN option if you previously checked out as a guest user.

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 28 days of ordering. 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.

Drop off your return at your local DPD(GB) drop off point or book a complimentary collection via DHL(Northern Ireland only.) Send your items back to us within 28 days of placing your order. Complimentary returns are UK customers only.

Please follow the steps below to return your purchase.

1. Visit MY ACCOUNT and sign in. If you previously checked out as a guest user, use the GUEST RETURN option. You will need to use the same email address that is associated with your order. You can find your order number on your order confirmation email when you first placed your order. If for any reason you cannot locate your order number or your correct email address, please email customercare@needleandthread.com and a member of the team will respond to you within 24 hours.

2. Click ‘create a return’ and choose the reason for your return.

3. You will then receive an email with instructions relating to your RMA number. Once your RMA number has been approved by a member of customer care, please follow the next steps. Approval of your RMA may take up to 1 working day.

GB Customers - DPD

1. You will have received a return label in your package.

2. Write down your RMA number on the delivery slip and place it in your parcel.

3. Write your order number on the returns label provided and attach to the outside of your parcel.

4. Your package can then be taken to your nearest DPD Pickup Shop, details of which can be found by following this link: http://www.dpd.co.uk/apps/shopfinder/index.jsp.

5. You will be given a receipt with your tracking number.

Northern Ireland Customers - DHL

1. You will have received return labels (a DHL waybill) in your package.

2. Write down your RMA number on the delivery slip and place it in your parcel.

3. Attach the DHL Domestic Express label to the parcel and give the Archive Doc label to the drop off point.

4. Your package can then be taken to your nearest DHL drop off point, details of which can be found by following this link: http://dhlguide.co.uk/get-in-touch/finddhl/

5. Please select the option ‘Do you have a parcel to return via DHL?’

6. Please make sure to make a note of your DHL Waybill number.

Please follow the steps below to return your purchase.

1. Visit MY ACCOUNT and sign in. If you previously checked out as a guest user, use the GUEST RETURN option. You will need to use the same email address that is associated with your order. You can find your order number on your order confirmation email when you first placed your order. If for any reason you cannot locate your order number or your correct email address, please email customercare@needleandthread.com and a member of the team will respond to you within 24 hours.

2. Click ‘create a return’ and choose the reason for your return.

3. You will then receive an email with instructions relating to your RMA number. Once your RMA number has been approved by a member of customer care, please follow the next steps. Approval of your RMA may take up to 1 working day.

4. For our international customers we ask that you send your return back to us at your own cost, using a signed and insured delivery method (Please find the address on your delivery note)

We recommend that you return your item back to us using our courier company DHL. All returns will need to be sent back under the term DDP (Delivered Duty Paid)If you are returning using a different courier company we are not liable for any charges that are incurred. In the unlikely event that charges are placed on this return you will be contacted by us with further instructions on how to proceed.

5. Write down your RMA number on your delivery slip and include it in your parcel.

6. Attach the DHL waybill to the outside of the parcel and keep the archive doc to give to the driver.