Refund policy

Return & Refund Policy

Last updated: 14 February 2026

At Thread & Tor, we stand behind the quality of our organic clothing and heritage range. We want you to be completely satisfied with your purchase. Please review our return policy below.

Return Eligibility

You may return eligible items within 14 days of delivery for a refund, exchange, or store credit, provided the items meet the following conditions:

Items are unworn, unwashed and in original condition.
All original tags and packaging are intact (not opened or damaged).
Items are not damaged or altered in any way.
For returns, please contact us at customerservice@threadandtor.co.uk for our returns address and instructions.

Non-Returnable Items

The following items cannot be returned:

Custom or made-to-order products – These are crafted specifically for you and are final sale (bulk orders of 4 of the same item).
Personalised items – Any product customised with your specifications.
Items marked "Final Sale" at the time of purchase.
Products without original tags or packaging.
Items showing signs of wear or washing.

Defective or Incorrect Items

If you receive a defective, damaged, or incorrect item, we will make it right:

Contact us within 14 days of delivery.
Provide photographs clearly showing the defect or error.
Return shipping costs are the responsibility of the customer. Once we receive and inspect the returned item, we will arrange a full refund or free replacement at no additional cost to you.

Standard Returns Process

For returns due to change of mind or sizing issues:

1. Request Authorisation

Contact us at customerservice@threadandtor.co.uk within 14 days of delivery.
Include your order number and reason for return.
Await return authorisation and instructions before shipping items back.

2. Return Shipping

Customer is responsible for return shipping costs.
We recommend using a tracked shipping service and retaining your receipt.
Thread & Tor is not responsible for items lost or damaged in return transit.

3. Refund Options

Exchange – Swap for a different size or style.
Store Credit – Receive full order value as credit for future purchases.
Refund – Receive a refund to your original payment method.

Processing Time

Once we receive your returned item:

We will inspect it within 2-3 business days.
Refunds or store credit will be processed within 5-7 business days.
Refunds will be issued to your original payment method.
Please allow additional time for your bank or card issuer to process the refund.

Exchanges

We're happy to exchange items for a different size or colour:

Exchanges are subject to stock availability.
You are responsible for return shipping.
Contact us to arrange an exchange.

How to Initiate a Return

Email us: customerservice@threadandtor.co.uk

Include the following information:

Order number.
Item(s) you wish to return.
Reason for return.
Whether you prefer a refund, exchange, or store credit.
For defective items: clear photographs of the issue.

We will respond within 1-2 business days with return instructions.

Our Commitment to Quality

Because our products are crafted from premium organic or recycled materials and designed to last, we work closely with our suppliers to ensure the highest standards. If you experience any quality issues, please let us know immediately so we can address them and continue to improve.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.