1. DELIVERY TIMEFRAME
Please allow up to 14 calendar days from the date of ordering for your order to be prepared and delivered.
Many orders arrive sooner, but please allow the full stated period before contacting us.
The delivery timeframe includes:
• Processing the order
• Obtaining garments from suppliers where required
• Embroidery or printing
• Quality checking
• Packing
• Delivery by Royal Mail
Orders containing embroidered, printed, personalised or made-to-order products may require the full stated period.
2. SUMMER AND BACK-TO-SCHOOL PERIOD
During the busiest part of the summer and back-to-school season, delivery may take up to 21 calendar days from the date of ordering.
Where reasonably possible, a notice will be displayed on our website when the extended seasonal timeframe is in operation.
Please order school uniform as early as possible during the summer. We cannot guarantee arrival before the start of term where an order is placed too close to the required date.
3. ROYAL MAIL TRANSIT TIME
The Royal Mail transit estimate begins only after your completed order has been dispatched.
Any Royal Mail delivery estimate shown at checkout does not include the time required to obtain stock, embroider or print garments, check the order and pack it.
4. ONLINE-ONLY BUSINESS
Total Threads is an online business and does not operate a public shop, showroom or customer collection point.
We do not offer:
• Click and collect
• In-person order collection
• In-person fittings
• In-person returns
• In-person exchanges
All orders are delivered to the address entered at checkout.
5. DELIVERY ADDRESS
Check the delivery address carefully before completing your order.
Total Threads cannot accept responsibility for delays or failed deliveries caused by an incomplete or incorrect address supplied by the customer.
If you notice an error after ordering, contact us immediately. We will try to amend the address if the order has not been dispatched, but changes cannot be guaranteed.
Once dispatched, an order cannot normally be redirected.
If a parcel is returned because the address was incorrect, incomplete or unavailable, an additional shipping charge may be required before it is sent again.
6. DISPATCH CONFIRMATION
We will send a dispatch confirmation to the email address supplied with the order when the parcel has been prepared for Royal Mail.
Where tracking or delivery confirmation is available, it will be included in the dispatch notification.
Tracking information may not update immediately after the parcel is handed to Royal Mail.
7. MISSED DELIVERIES
If nobody is available, Royal Mail may leave the parcel in a safe place, deliver it to a neighbour, leave redelivery instructions or hold it at a local collection point.
Customers are responsible for following Royal Mail’s instructions and arranging redelivery or collection within the period stated by Royal Mail.
8. UNCLAIMED OR REFUSED PARCELS
Refusing delivery does not automatically cancel an order.
If you no longer require an order, accept the parcel and follow our returns procedure.
Where a parcel is refused, left unclaimed or returned because an incorrect or incomplete address was supplied, reasonable delivery and return costs may be deducted from any refund where legally permitted.
An additional shipping charge will apply if the customer asks us to send the parcel again.
9. DELAYED DELIVERIES
Contact us if your order has not arrived after:
• 14 calendar days during our normal delivery period
• 21 calendar days during the busy summer and back-to-school period
We will check the order status and raise an enquiry with Royal Mail where appropriate.
Occasional Royal Mail delays may be outside our direct control, but we will assist with the investigation.
10. UNAVAILABLE OR BACK-ORDERED ITEMS
All orders are subject to stock availability.
Although we make every reasonable effort to keep availability information accurate, a particular item, size or colour may occasionally become unavailable after an order is placed.
If this is expected to delay the order beyond the advertised timeframe, we will contact you and may offer:
• A revised estimated delivery date
• A suitable alternative
• Cancellation of the unavailable item
• A refund for the unavailable item
You are not required to accept an alternative.
Where an order contains several items, we may hold the order until all items are ready unless another arrangement is agreed.
11. REQUESTED DELIVERY DATES
We cannot hold completed orders for dispatch on a particular date.
We cannot guarantee arrival on a customer-requested date unless a specific guaranteed service has been offered and confirmed by Total Threads.
Please place time-sensitive orders early enough to allow the full advertised delivery period.
12. DELIVERY PROBLEMS
Please report incorrect, missing or visibly damaged items within 48 hours of delivery so that we can investigate promptly.
This requested reporting period does not remove any statutory rights.