Refund Policy

1. CANCELLING BEFORE DISPATCH

Contact Total Threads as soon as possible if you wish to cancel an order.

An order may be cancelled for a full refund, including any delivery charge paid, provided that it has not:

• Been dispatched
• Entered embroidery or printing
• Entered personalisation or alteration
• Entered bespoke production

Once production has begun for a personalised, altered or bespoke item, cancellation may no longer be possible.

2. ORDERS ALREADY DISPATCHED

Once an order has been dispatched, it cannot be cancelled through our order-processing system. You must receive the parcel and follow our returns procedure.

Total Threads treats this operationally as a return rather than a pre-dispatch cancellation. Any statutory cancellation rights applying to an eligible online purchase are unaffected.

3. REFUND ELIGIBILITY

A refund will be issued only after the returned item has been received and inspected, or after satisfactory evidence of return has been provided where applicable.

To qualify for a full product refund, the return must meet the conditions in our Returns & Refunds Policy, including the requirements relating to:

• Return timescales
• Product condition
• Original packaging
• Tags and labels
• Personalisation
• Clearance items
• Hygiene-sensitive products

4. REFUND METHOD

Approved refunds will be made to the original payment method used to place the order.

We cannot refund a different card, bank account, PayPal account, payment provider or person.

We will send an email when the refund has been processed. Your bank, card issuer or payment provider may take several additional working days to display the funds.

5. REFUND PROCESSING TIME

Approved refunds will be processed without unnecessary delay and within the applicable legal timeframe.

For returned goods, we may wait until we have either received the items or received satisfactory evidence that they have been posted back.

Processing may be delayed where:

• The parcel contains no order information
• The return cannot be matched to an order
• Items are missing from the parcel
• The item needs further inspection
• A claimed fault needs assessment by a supplier or manufacturer

6. ORIGINAL DELIVERY CHARGES

Where an order is successfully cancelled before dispatch, any delivery charge paid will be refunded.

For ordinary returns made after dispatch, the original delivery charge is not refunded where:

• Only part of the order is returned
• An unsuitable size was ordered
• The customer changed their mind about one or more items
• A return is accepted outside statutory cancellation rights
• A return is accepted at our discretion
• The item is bespoke or personalised
• The order qualified for free delivery and no delivery charge was paid

Where a customer exercises a statutory right to cancel the entire eligible online contract, Total Threads will refund the cost of standard outward delivery where required by law.

If a more expensive delivery service was selected, any legally required delivery refund is limited to the cost of our standard delivery service.

7. RETURN POSTAGE

The customer is responsible for the cost of returning unwanted or incorrectly sized items using Royal Mail.

Return postage is not normally refunded unless:

• Total Threads supplied the wrong item
• Total Threads supplied the wrong size or colour
• The item arrived damaged
• The item is confirmed to be faulty
• We agreed in advance to cover the cost

Contact us before returning an incorrect, damaged or faulty item. We may issue a Royal Mail return label or ask you to use a particular Royal Mail service.

We will reimburse only reasonable return costs agreed with us in advance.

8. NO RESTOCKING FEE

Total Threads does not charge a standard restocking or administration fee for eligible consumer returns.

Where legally permitted, we may make a proportionate deduction from a refund if an item’s value has been reduced by:

• Wearing or use beyond briefly trying it on
• Washing or ironing
• Marks, stains, makeup, odours or pet hair
• Damage or alteration
• Missing or removed tags
• Missing or damaged original packaging
• Attached name labels or writing on the garment
• Handling beyond what was reasonably necessary to inspect the item

Any deduction will reflect the actual reduction in value and will not be imposed as a fixed restocking fee.

9. PARTIAL RETURNS

Where only part of an order is returned, the refund covers only the eligible items accepted for return.

The original delivery charge is not refunded because the remaining items were still delivered.

10. MULTIPACKS, BUNDLES AND DISCOUNTS

Products sold as one multipack must be returned as a complete set. For example, where two shirts or blouses are sold as one product, both garments must be returned.

Where a promotional or bundle discount depended on purchasing several separate items, the refund may be recalculated if the retained items no longer qualify for the original offer.

11. CLEARANCE ITEMS

Total Threads does not offer voluntary refunds or exchanges on clearance items.

This does not exclude refunds required where an item is faulty, damaged, incorrectly supplied, materially different from its description or otherwise covered by statutory rights.

12. FAULTY, DAMAGED OR INCORRECT ITEMS

Where Total Threads has supplied an item that is faulty, damaged or incorrect, we will provide an appropriate remedy in accordance with your statutory rights.

Depending on the circumstances, this may include repair, replacement, full or partial refund, price reduction or reimbursement of agreed Royal Mail return costs.