Returns & Refunds

1. Personalised and decorated items

Every embroidered or printed garment is produced specifically for you once your design is confirmed. It cannot be restocked or sold to anyone else, so we cannot accept it back, and we cannot refund it, if you simply change your mind about the design, the colour or the quantity.

This is also how the law treats made-to-order goods. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the usual 14 day right to cancel an online order does not apply to goods that are made to your specification or are clearly personalised.

Your legal rights if something is actually wrong with the goods are not affected by any of this. See section 3.

2. Blank, undecorated items

If you bought a garment with no embroidery or print on it, you can return it.

• Tell us within 14 days of delivery that you want to return it, and send it back within 14 days of telling us.
• It must be unworn, unwashed, unaltered and in its original packaging with any tags still attached.
• Once it reaches us and we have checked it, we refund the price of the goods to your original payment method within 14 days.
• Return postage is at your cost unless the item is faulty or we sent the wrong thing.

An item stops being a blank item as soon as it is decorated, so please do not send a garment for decoration elsewhere and then ask to return it.

3. Faulty, damaged or incorrect items

If an item arrives damaged, has a manufacturing or decoration fault, or is not what your confirmed order says it should be, we will replace it or refund it. That applies to personalised garments as much as blank ones.

• Email customerservice@threadsembroideryprint.co.uk within 14 days of delivery with your order number and a photograph of the problem. A photo usually saves everyone a return trip.
• We cover the cost of returning a faulty or incorrect item.
• We will remake or refund it, whichever you prefer, once we have seen the fault.
• Nothing here limits your rights under the Consumer Rights Act 2015.

4. Sizing

Sizes vary between manufacturers, so please check the size guide on the product page before you order, and take a measurement rather than assuming. Once a garment has been decorated we cannot swap it for a different size.

If you are ordering for a team, a school or a staff group and you are not certain about sizing, contact us before you place the order. It is much easier to sort out beforehand.

5. Artwork approval

We produce exactly what is approved. Before anything goes on a machine you will see the design, so please check spelling, names, initials, numbers, colours and positioning carefully at that point.

If an approved design contains a mistake that came from the artwork or information you supplied, we cannot refund or remake it free of charge. If the finished item does not match what was approved, that is our error and section 3 applies.

6. Cancelling or changing an order

Get in touch as soon as you can. If production has not started and your garments have not been ordered in from our supplier, we can usually amend or cancel the order and refund you in full.

Once the garments have been ordered in, or decoration has begun, we may need to charge for the stock and work already committed. We will always tell you what that is before we charge anything.

7. How to start a return

Do not send anything back before contacting us, because we cannot process a parcel that arrives without a reference.

1. Email customerservice@threadsembroideryprint.co.uk or call +44 7916 916369 with your order number and what is wrong.
2. We will confirm whether the item qualifies and give you the return address.
3. Send it back with proof of postage. Until it reaches us it is still your responsibility, so please use a tracked service for anything valuable.
4. We inspect it on arrival and refund or remake it, and we will email you either way.

Refunds go back to the original payment method. Card refunds are processed through Stripe and usually appear within three to five working days once we have issued them.

8. Business and trade orders

The consumer cancellation rights described above apply to orders placed by consumers. Business, school and club accounts are covered by sections 3, 5 and 6: we will always put right anything faulty or incorrect, but bulk decorated orders cannot be returned because requirements have changed.