FAQ

What is Harper Concierge

Harper concierge allows us to give customers in the Greater London area a premium in-store experience, at their convenience. This service can make finding the perfect size and fit easier as you can try multiple items for free* without the hassle of arranging a return.

Select the styles that you would like to try and choose a convenient appointment date and time at checkout. Your concierge will arrive during the 1 hour time slot that you select, and appointments are 40 minutes from the time of their arrival.

Your Style Concierge will bring your order directly to your door. You can choose for them to either stay for the duration of your appointment, or to leave and come back after 40 minutes. At the end of the appointment, your Style Concierge will take payment for the service* and for any items that you would like to keep. They will take away any unwanted items.

*Service fee of £14.95. This will be waived if you spend over £350 in the appointment.

How It Works

1. Add the desired items to your bag and choose ‘Try Before You Buy’.

2. Select a convenient 1 hour time slot and checkout (no payment required).

3. Try on the items, pay for the items you would like to keep and Harpers will take away any that are unwanted.

For further information please click here

What is Harper Try for 5

Harper Try for 5 allows customers the convenience of online shopping, but with an in-store shopping experience. Try items on in the comfort of your own home and only pay for what you keep.

Choose up to 4 items that you would like to try and checkout. These items will be shipped directly to you and you will have 5 days to try on the items without making any payment. Any unwanted items simply need to be registered on the Harper portal within 5 days of delivery and returned to us. Any items that you choose to keep will be charged for on the card registered at checkout. If you would like to return any items after the 5 day try-on period has ended then you are able to do us using our standard return process, and you will be refunded once we have received the items.

Available across the UK including Northern Ireland.

For further information please click here

What is your return policy?

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.

Where is my refund?

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.

My discount code didn’t work; what should I do?

It is possible that the coupon code has expired or does not apply to the products in your basket. However, you can always contact our Customer Care Team at customercare@needleandthread.com to check this.

What should I do if I forget to apply my discount coupon code?

One-time-use discount codes can only be applied at the time of ordering. However, if you don't use it the first time around, you're more than welcome to use it on your next order.

I signed up, but didn’t receive my 10% Welcome discount code?

We will send you a follow-up email with your discount code once you confirm your details. Please allow up to 24 hours for this to appear. Please ensure that all spam and junk email folders are checked. Please note you will need to tick the box for email marketing when signing up to receive the discount code. Please note our 10% welcome discount is only valid on your first purchase and is non-transferable. If this is not applied at the time of checkout, we are unable to apply retrospectively.

Can I cancel my order?

 

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 customercare@needleandthread.com as soon as possible.

Can I amend my order?

 

Please note we are unable to guarantee order amendments. The only order amendment we can offer is a size change. Please note this will be dependent on stock availability. Whilst we will always endeavour to support with size changes, this cannot be guaranteed. If you wish to amend the size of any product ordered, please email customercare@needleandthread.com.

I received my order but its incomplete or incorrect, what do I do?

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

I received my order and its faulty/damaged, what do I do?

Should you receive a damaged or defective item, please notify us within 48 hours of receiving the order at customercare@needleandthread.com to qualify for a refund or replacement. Please do not wear any damaged item received, as we cannot issue any refund once the item has been worn. Please note that we cannot provide a refund after 14 days, but we will attempt to repair or obtain a replacement.

The item I ordered has reduced in price, can I get a price-match?

Unfortunately, we cannot refund the difference. However, these can be returned for a refund and then a new order can be placed at the new reduced price.

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 Shopify Payments 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?

Please visit our Aftercare Guide to learn how to look after your Needle & Thread purchase.

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 complete this form and a member of our team will be in contact with you in approximately 2 working days to process your request.

How do I pay later with Klarna?

Who is Klarna?

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 190,000 online stores. Over 80 million consumers worldwide have trusted Klarna to securely handle their payments.

How does Pay later in 3 interest-free instalments work?

Pay later in 3 interest-free instalments will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by Needle & Thread and instalments 2 and 3 are scheduled 30 and 60 days later, respectively.

Am I eligible for Pay later in 3 interest-free instalments?

To use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments is subject to your financial circumstances. When choosing Pay later in 3 interest-free instalments, our assessment will not affect your credit rating.

How can I increase my chances of being accepted for Pay later in 3 interest-free instalments?

Klarna is unique and offers Pay later in 3 interest-free instalments based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 interest-free instalments by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for a Klarna payment method before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

What do I need to provide when I make a purchase?

If you want to make a purchase with Klarna using Pay later in 3 interest-free instalments, you’ll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It’s very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.

Will a credit search take place against me?

Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Needle & Thread run credit searches against you that could impact your credit rating.

Why have I not been offered Pay later in 3 interest-free instalments?

Although Pay later in 3 interest-free instalments is widely promoted it is not always universally available. The Pay later in 3 interest-free instalments payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.

What are my payment options with Klarna?

Payment for your Pay later in 3 interest-free instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment.

What happens if I cancel or return my order?

As soon as Needle & Thread have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due.

What happens if I don’t pay for my order?

Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase at Needle & Thread from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment. Your credit score will not be impacted by using Klarna’s ‘Pay later in 3 instalments’ product even if you have failed to pay on time.

I have been asked to go to the Klarna site. Is this correct?

You can view all of your Klarna purchases and payment schedule simply by logging onto Klarna.com/uk.

Is my payment information safe?

Payment information is processed securely by Klarna. No card details are transferred to or held by Needle & Thread. All transactions take place via connections secured with the latest industry standard security protocols.

Can I pay before the due date?

No, this is not currently possible for Pay later in 3 interest-free instalments.

Have you received my payment?

Klarna will notify you via email and push notification when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments by logging in at www.klarna.com/uk.

What happens to my statement, when I’ve returned the goods?

Once Needle & Thread has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you’ve made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments. I’ve received a statement, but I’ve not yet received my goods.

In the event that your goods have not been received please call Needle & Thread  to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment.

I have cancelled my order. How long will it take until I receive my refund?

As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.

I have asked for a refund. How will I be refunded?

Refunds shall be issued back to the debit or credit card which was originally entered at checkout.

I haven’t received an email with my statement/payment information.

You can log in at www.klarna.com/uk, where you will find all of your orders and payment schedule information.

I still have questions regarding payment, how can I get in touch?

Visit Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options.

How do I care for my Needle & Thread X Soru earrings?

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.

How do I care for the gemstones on my Needle & Thread X Soru earrings?

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.