RETURNS
RETURNS
Our UK 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 UK Returns Process
Please follow the steps below to return your purchase.
GB & NI Customers - UPS
If you have received a UPS returns label then:
1. Please ensure to include your order number and order confirmation inside of the parcel.
2. Please go to the below link and find out where your nearest/most convenient drop-off is: https://www.ups.com/dropoff?loc=en_GB
3. Attach the UPS label to the outside of the parcel, add your order number and hand it over to the drop-off point.
4. Please ensure to take a photo or keep a note of your return tracking number for your records.
5. Please note we do not currently provide any acknowledgement of when your return is received. Instead, we encourage customers to check the return tracking to confirm this has been delivered to us.
6. Your refund will then be processed within 10 working days from the date we receive it, providing this passes our quality checks.
If you are using Royal Mail, please note this will be at your own cost. Please send your returns to the below address:
Needle and Thread c/o
ILG UK Salfords Unit 1
Polar Drive,
Surrey RH1 5HW
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.
https://needleandthread.returns.international/
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 customercare@needleandthread.com and a member of the team will respond to you within 24 hours.
Our International Returns Process
Please follow the steps below to return your purchase:
1. To create a returns label, visit our returns portal
2. Enter your Order ID. This is your order number starting with GE
3. Enter the email address you used when placing your order. Select Next
4. Select the item/s you would like to return and choose your return reason. Please note your return reason will not affect your return. Select Next.
5. Select your return method. You will have 2 options as detailed below. Select your preferred option. Select Next.
Standard Return
Select this option to create a Return Label and send back the returned goods with the shipper of your choice. You will cover the full cost of this return shipment.
OR
Express Prepaid Return
Select this option to create a Return Label and send back the returned goods with DHL using our flat rate discounted rate. The rate will be displayed in the portal.
By choosing this option you are giving consent for Needle & Thread to deduct the return cost from your refund.
Please note, the returns label is valid for one parcel only.
If for any reason you cannot raise your return or if you have any questions, please email customercare@needleandthread.com and a member of the team will respond to you within 24 hours.
