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Customer Care

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.

Please try items on with care. If you decide to return something, please ensure that it is in perfect condition. This means that is 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.

Below, you will find our returns process. Please ensure you follow the correct process for either UK, US or International returns.

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.

You will need an authorisation number to process a return. Please follow the steps below to obtain this number:

1. If you have a Needle & Thread account:

Visit MY ACCOUNT and log in. Select the RETURNS tab and follow the instructions. If you require assistance with this, please email customercare@needleandthread.com for a response within 1 working day.

2. If you checked out as a Guest:

Please select GUEST RETURN option on the MY ACCOUNT page. You will need to use the email address that is associated with your order. You can find your order number on your order confirmation email. If for any reason you cannot locate your order number or your email address, please email customercare@needleandthread.com for a response within 1-2 working days. Please note our offices are open Monday - Friday, between 8:30 am - 5:30 pm.

3. After completing option 1 or 2, you will receive an email advising you that you have successfully requested a return. This email will contain your RMA number.

4. You will receive a notification email via our Customer Care team advising you that your authorisation number has been approved by a member of our team. Approval of your RMA may take up to 1 working day. Please allow adequate time in line with our 28-day return policy. 

Please follow the steps below to return your purchase.

1. Please be aware that these instructions are for US customers who have placed an order using USD. If you are a UK customer, and you have placed your order in GBP, please click here to follow our UK instructions.

 2. You will need to request your pre-paid DHL returns label by emailing customercare@needleandthread.com (please include your order number in the email). We will email your label to you and once you have printed your label you will be able to return your item to us. To use this DHL collection service, there is a flat rate fee of $25 which will be deducted from your refund total.

3. IMPORTANT: You will have received a DHL commercial invoice inside your parcel. This should be attached to the outside of your parcel when you are ready to return your item. Please write inside the statement box the following: BRITISH RETURNED GOODS - PLEASE CLEAR ON CPC CODE 6123F01. This is very important to ensure that your return clears UK customs and avoids any additional duties and taxes. 

4. Please write down your RMA number on the Delivery Note and keep inside the parcel.

5. Visit DHL.COM and select your location in the top right hand of the page if it is incorrect. The location must be the country that you want to schedule the collection in.

6. Using the OUR DIVISIONS tab along the top navigation bar, select the DHL EXPRESS option.

7. On the left-hand side of the page, select the option SCHEDULE A COURIER PICKUP.

8. Now select eRETURN SHIPMENT.

9. You now have the option to enter your waybill number. This is a 10-digit number and is found on the DHL return label found inside your parcel. The number is found below a barcode and starts with the words WAYBILL. 

10. Now select SCHEDULE PICK UP.

11. Your pick-up address will be automatically populated, based on the information from your waybill number. Please check the details are correct.

12. You have the option to choose a pick-up collection time of your convenience. Once you have completed the form, select SCHEDULE PICKUP 

13. You will now need to attach the DHL Express Worldwide label to the outside of the box, in addition to the commercial invoice from point 3.

14. Please hand over the WayBill Doc to the courier driver when your parcel is collected. You will have received 2 of these inside your parcel - you can keep 1 copy for your records.

Your refund will be processed once your order has been received at our offices. Please allow up to 10 working days for the refund to reach your account. 

Visit our returns portal to print a returns label and returns note. You will then be able to return all or part of your order at your own cost through your preferred carrier.

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 chose 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 which 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.

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 and returns note is valid for one parcel only.

6. Returning your Items

You can now print your return note and return label.

Write down your RMA number on your Return Note and include it in your parcel.

7. Attach the DHL waybill / Return Label to the outside of the parcel and keep the archive doc to give to the driver.

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.