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 about returns?

You can still return items to us. We have also extended our returns window to 60 days to allow you more time to ship the item(s) back 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 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?

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 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.