Returns & Exchanges

We want to be straightforward with you about this, because it is unusual and it affects how you should order.

The short version

Every Threads & Snitch piece is produced individually after you order it. Nothing is pulled from stock, and there is no warehouse to send it back to. For that reason:

  • We cannot accept returns or exchanges for change of mind, or for ordering the wrong size or colour.
  • We absolutely will make it right if the item is damaged, defective or not what you ordered.

Because of the first point, please use the size guide before you order. If you are between sizes or unsure, email us first - we answer sizing questions within 24 hours and would much rather help you choose than disappoint you later.

Damaged, defective or incorrect items

If your order arrives with a fault - a printing or embroidery defect, damage in transit, or the wrong item or size sent - contact us within 30 days of delivery and we will make it right at no cost to you.

Email threadsandsnitch@gmail.com with:

  • Your order number
  • Clear photos of the fault
  • A photo of the shipping label

Once we confirm the claim, you choose a free replacement or a full refund. In most cases you will not need to ship the item back to us. If a return is required, we will tell you and arrange it.

Cancellations and changes

Production can begin quickly after checkout. If you need to cancel, or change a size, colour or shipping address, email us immediately with your order number. We will do everything we can, but once a piece has entered production it cannot be cancelled or altered.

Refund timing

Approved refunds are issued to your original payment method once the claim is processed. Your bank or card issuer may then take a further 5 to 10 business days to post the funds to your account. If it has been longer than that, contact your bank first, then email us.

Why we work this way

Made-to-order production means we are not manufacturing hundreds of units on a forecast and destroying the surplus. That is genuinely better than the alternative, and it is the reason the returns policy is narrower than a stocked retailer's. We have tried to balance it by publishing full measurements on every product page, writing a detailed size guide, and answering sizing questions personally before you buy.

Questions

Email threadsandsnitch@gmail.com. We reply within 24 hours, Monday to Friday.