Returns & Refunds

1. REQUESTING A RETURN

For eligible online purchases, you must contact Total Threads within 14 calendar days of receiving your order to tell us that you wish to return an item.

After notifying us, you must send the item back without unnecessary delay and no later than 14 calendar days after the date on which you contacted us.

To request a return, contact us through the Total Threads website or reply to your order confirmation email. Please include:

• Your full name
• Your order number
• The item or items being returned
• The reason for the return

Please do not send anything back until you have contacted us and received the correct return instructions and postal return address.

2. ROYAL MAIL RETURNS ONLY

All returns must be sent using Royal Mail.

Our return address PO Box 102, EX38 8AW, is set up to receive Royal Mail deliveries only. Returns sent using Evri, DPD, Yodel, CollectPlus or another courier may be refused, redirected or returned to the sender.

Take your parcel to a Post Office and obtain a proof-of-posting receipt. Keep this receipt until your return has been received and your refund has been completed.

The customer is responsible for the parcel until it reaches us. Total Threads cannot accept responsibility for returned parcels that are lost or damaged in transit.

Our returns address is a postal processing address only. Total Threads does not operate a public shop, showroom, customer collection point or in-person returns service.

3. INFORMATION TO INCLUDE

Please include your delivery note or returns form inside the parcel.

If this is unavailable, include a written note containing:

• Your full name
• Your order number
• Your email address
• Details of the items being returned

Returns received without enough information to identify the customer or order may be delayed.

4. NO EXCHANGES

Total Threads does not offer exchanges.

If you require a different size, colour or product, return the original eligible item for a refund and place a new order through our website.

You may place the new order immediately. You do not need to wait for the original return to be processed.

The replacement order is treated as a new order and is subject to current stock availability, prices, delivery charges and delivery times.

5. CONDITION OF RETURNED ITEMS

Returned items must be suitable for resale. Unless faulty, damaged or incorrectly supplied, they must be:

• Unworn, other than briefly tried on for size
• Unwashed and unironed
• Unaltered
• Free from marks, stains, damage, makeup, deodorant, perfume, odours and pet hair
• Returned with all original tags and labels attached
• Returned in their original product packaging
• Free from name labels, name tapes or other personal identification
• Securely packed inside a suitable outer mailing bag or parcel

Do not write on, tape, tear or attach a postage label directly to the original product packaging.

The original packaging is required to protect the item and enable us to offer an eligible return for resale. Returns accepted under our voluntary policy may be refused if the original packaging is missing or damaged.

Where statutory cancellation rights apply, Total Threads may make a proportionate deduction if missing or damaged packaging, excessive handling or damage has reduced the item’s value.

6. NAME LABELS AND ALTERATIONS

Check the size, fit and condition of every garment before adding a name label or making any alteration.

A garment cannot normally be returned once it has been named, written on, labelled, altered, sewn, printed, embroidered or otherwise personally customised.

This includes name labels or name tapes that have been sewn, ironed, stuck or otherwise attached.

7. CLEARANCE ITEMS

Clearance items are usually reduced to clear discontinued garments, previous uniform designs or products carrying an older school logo.

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

Please check the school name, logo, garment design, colour and size carefully before ordering.

This does not affect statutory rights where a clearance item is faulty, damaged, incorrectly supplied, materially different from its description or otherwise covered by a legal cancellation right.

An item cannot be returned because of a characteristic clearly disclosed before purchase, such as an older logo, discontinued design, discontinued colour, damaged packaging or disclosed cosmetic imperfection.

8. ITEMS THAT CANNOT NORMALLY BE RETURNED

Unless faulty, damaged, incorrectly supplied or otherwise covered by statutory rights, we do not accept returns of:

• Clearance items
• Items personalised with a name, initials, number or customer-specific wording
• Garments embroidered or printed with a customer-supplied logo
• Bespoke business, club, team or organisation clothing
• Items made or altered to a customer’s specification
• Made-to-measure items
• Name labels or name tapes made for an individual customer
• Items that have been worn, washed, ironed, damaged or altered
• Items without their original tags or product packaging
• Items to which a name label has been attached
• Sealed hygiene-sensitive products once opened
• Underwear once its sealed packaging has been opened
• Mouthguards or earplugs once opened
• Socks or tights once their sealed packaging has been opened
• Items identified as non-returnable on the product page

9. STANDARD SCHOOL-LOGO GARMENTS

A standard garment carrying an established school logo may be returned where it is part of our normal school range, provided that:

• It is not a clearance item
• It has not been personalised with a pupil’s name, initials or other individual detail
• It is not a special-order or bespoke size
• The return is requested within the applicable period
• It meets all return-condition requirements

10. INCORRECT, MISSING OR DAMAGED ITEMS

Check your order as soon as it is delivered.

Please report any incorrect, missing or visibly damaged item within 48 hours of delivery. This allows us to check our production and packing records and raise any necessary enquiry with Royal Mail promptly.

Please provide your order number, details of the issue and clear photographs of the item, packaging and delivery label where relevant.

Retain the item, its packaging, labels and tags. Do not wash, wear, repair, alter, label or dispose of it before contacting us.

The requested 48-hour reporting period does not remove any statutory rights relating to faulty, damaged, missing or incorrectly supplied goods.

11. FAULTY ITEMS

Contact us if you believe an item has developed a manufacturing fault. We may ask for photographs and may need to inspect the item or refer it to our supplier or the manufacturer.

Depending on the circumstances and your statutory rights, the remedy may include a repair, replacement, refund, price reduction or reimbursement of reasonable agreed Royal Mail return costs.

Normal wear and tear, accidental damage, misuse, friction, abrasion, incorrect washing or drying, failure to follow care instructions, unsuitable ironing, bleach, customer alterations, name labels and natural fading are not normally manufacturing faults.