Terms of service

1. About These Terms

These Terms of Service govern your use of the Total Threads website and any orders placed through it.

Throughout these terms:

• “Total Threads”, “we”, “us” and “our” refer to Total Threads Ltd, trading as Total Threads.
• “You” and “your” refer to the person using our website or placing an order.
• “Website” refers to the Total Threads online store and its associated pages.
• “Product” includes garments, school uniform, workwear, sportswear, accessories, embroidery, printing and other goods supplied by Total Threads.

By using our website or placing an order, you agree to these terms together with our:

• Returns & Refunds Policy
• Refund Policy
• Delivery Information
• Shipping Policy
• Privacy Policy
• Cookie Policy

Please read these documents before placing an order.

Nothing in these terms affects your statutory consumer rights.

2. Our Business Details

Total Threads is operated by:

Legal business name: Total Threads Ltd
Trading name: Total Threads
Business address: PO Box 102 | EX38 8AW
Email: hello@totalthreads.store
Company number: 17241051

Our business address is provided for legal correspondence and authorised postal returns only.

It is not a public shop, showroom, fitting facility or customer collection point. Customers must not visit the address without a confirmed appointment.

Total Threads does not offer in-person shopping, customer collection, fittings, exchanges or hand-delivered returns.

3. Using Our Website

You may use our website only for lawful purposes.

You must not:

• Use the website fraudulently or unlawfully
• Attempt to gain unauthorised access to the website or its systems
• Introduce viruses, malicious code or harmful material
• Interfere with the operation or security of the website
• Use automated systems to scrape or copy substantial parts of the website
• Copy or misuse our text, photographs, graphics, logos or designs
• Submit false, misleading or impersonated customer information
• Place fraudulent orders or orders using payment details without permission

We may restrict or suspend access to the website where we reasonably believe it is being misused.

4. Age and Authority to Order

You must be at least 18 years old to place an order, or have permission from a parent or legal guardian.

When placing an order on behalf of a business, school, club, team or organisation, you confirm that you have authority to place the order and approve any artwork, products, quantities and costs on its behalf.

5. Product Information

We make reasonable efforts to ensure that product descriptions, photographs, sizes, colours and prices are accurate.

However:

• Screen settings may affect how colours appear
• Garment shades may vary slightly between production batches
• Product packaging may change
• Manufacturers may make minor specification changes
• Images may be illustrative
• Embroidery and printed designs may appear slightly different depending on garment size, fabric and construction
• Logo positioning may vary slightly between garment sizes

Small variations that do not materially affect the product’s appearance, quality or purpose will not normally mean that the product is faulty or incorrectly supplied.

Where a substantial product change is necessary, we will contact you where reasonably possible before completing the order.

6. Garment Sizing

Sizes vary between manufacturers, garment styles and product ranges.

Any size guide shown on the website is provided to help customers select a suitable size, but measurements may be approximate and reasonable manufacturing tolerances may apply.

Please check the relevant product size guide before ordering.

The age shown on a children’s garment is a size guide and does not guarantee that the garment will fit every child of that age.

Where an eligible item does not fit, it may be returned in accordance with our Returns & Refunds Policy. Total Threads does not offer exchanges. A new order must be placed for the required size.

7. School Uniform Products

It is the customer’s responsibility to select the correct:

• School
• Garment
• Logo
• Colour
• Size
• Year group
• Uniform category

Please check the school name and logo carefully before completing your purchase.

Schools occasionally change their uniform requirements, colours, garments or logos. We make reasonable efforts to keep school ranges accurate, but customers should check any current school requirements where they are uncertain.

Products carrying a previous or discontinued logo may be clearly listed as clearance items.

8. Placing an Order

Our website will guide you through the steps required to place an order.

Before submitting payment, you are responsible for checking:

• The selected products
• Sizes
• Colours
• Quantities
• School or organisation
• Personalisation details
• Delivery address
• Billing information
• Contact details
• Total price
• Delivery charge

You will have an opportunity to review and correct your order before completing payment.

Submitting an order is an offer to purchase the products shown in your basket.

An automated order confirmation acknowledges that we have received your order. It does not necessarily mean that the order has been accepted.

A contract between you and Total Threads is formed when:

• We send a dispatch confirmation; or
• We begin embroidery, printing, personalisation or bespoke production,

whichever happens first.

9. Accepting or Declining an Order

We may decline or cancel an order before it has been accepted where, for example:

• A product is unavailable
• Payment cannot be authorised
• The delivery address is incomplete or outside our delivery area
• There is an obvious pricing or website error
• We suspect fraud or unauthorised payment
• The order contains unlawful, offensive or infringing artwork
• We cannot reasonably complete the order
• A supplier has discontinued or changed the product
• The order breaches these terms

If payment has already been taken for an order that we cannot accept, we will refund the affected amount to the original payment method.

10. Product Availability

All products are subject to availability.

Although we make reasonable efforts to maintain accurate stock information, some items are obtained from external suppliers after an order is placed.

A product may therefore become unavailable even if it appeared available when ordered.

Where this happens, we may contact you to offer:

• A revised delivery estimate
• A suitable alternative
• Cancellation of the unavailable item
• A refund for the unavailable item

You are not required to accept an alternative product.

We may hold an order until all items are available unless a different arrangement is agreed.

11. Prices

Prices are shown in pounds sterling.

The price charged will normally be the price displayed when the order is submitted.

Applicable taxes will be included or calculated as required.

Delivery charges are shown separately during checkout unless the order qualifies for free shipping.

Prices, promotions and shipping charges may change at any time, but changes will not normally affect an order that we have already accepted.

12. Pricing Errors

We make reasonable efforts to ensure prices are correct.

If an obvious pricing error is identified before an order is accepted, we may:

• Contact you and ask whether you wish to proceed at the correct price; or
• Cancel the affected product and issue a refund.

We will not increase the price of an accepted order without your agreement.

13. Payment

Payment must be made using one of the payment methods displayed at checkout.

By submitting payment details, you confirm that:

• You are authorised to use the selected payment method
• The information supplied is accurate
• Sufficient funds or credit are available

Payment may be processed by an independent payment provider. We do not directly store complete payment-card details.

An order may be delayed or cancelled if payment is declined, reversed or identified as potentially fraudulent.

14. Discount Codes and Promotions

Discount codes and promotional offers are subject to any conditions displayed with the offer.

Unless stated otherwise:

• Only one discount code may be used per order
• Discount codes cannot be exchanged for cash
• Discounts cannot normally be applied after an order has been placed
• Offers may have an expiry date
• Offers may exclude particular products, schools, clearance items or services
• Minimum order values may apply
• Free-shipping thresholds are calculated at checkout

We may withdraw or correct a promotion where it has been published in error or misused.

15. Personalised, Printed and Embroidered Products

Customers must check all personalisation details carefully before submitting an order.

This includes:

• Names
• Initials
• Numbers
• Job titles
• Club names
• Business names
• Logo details
• Colours
• Spelling
• Capitalisation
• Garment position

Once production has started, personalised, printed, embroidered, altered or bespoke products cannot normally be amended or cancelled.

Customer-specific and genuinely bespoke products cannot normally be returned because the customer has changed their mind.

This does not affect statutory rights where a product is faulty, damaged, incorrectly supplied or materially different from the agreed specification.

16. Artwork and Logo Approval

Where artwork approval is requested, you are responsible for checking the complete design before approving it.

Approval confirms your acceptance of:

• Spelling and wording
• Logo design
• Thread or print colours
• Design size
• Design position
• Garment type and colour
• Quantities
• Any reasonable limitations explained by Total Threads

Total Threads is not responsible for an error that appeared in customer-supplied or customer-approved artwork, unless we failed to produce the approved design correctly.

Computer screens and printed proofs may not reproduce colours exactly. Embroidery-thread and garment colours may also vary slightly from digital artwork.

17. Customer-Supplied Artwork

By providing a logo, image, design, name or other content, you confirm that:

• You own it or have permission to use it
• We may reproduce it for the purpose of completing your order
• Its use does not knowingly infringe another person’s intellectual-property rights
• It is not unlawful, abusive, hateful, discriminatory or otherwise inappropriate

We may refuse or cancel work where we reasonably believe that the supplied content is unlawful, unauthorised, offensive or infringes another party’s rights.

18. Bespoke Business, Club and Organisation Orders

Orders for businesses, schools, clubs, teams and organisations may be subject to an additional quotation, artwork approval or written order specification.

Where additional written terms are provided for a bespoke order, those terms will apply alongside these website terms.

If there is a direct conflict, the specifically agreed written terms for the bespoke order will take priority.

19. Delivery

Orders are delivered using Royal Mail.

Shipping is charged according to the combined order weight:

• Up to 0.5 kg: £3.80
• Over 0.5 kg and up to 2 kg: £4.75
• Over 2 kg and up to 20 kg: £7.95

Orders with a qualifying value of £100 or more receive free standard shipping.

Please allow up to 14 calendar days from the date of ordering for preparation and delivery.

During the busy summer and back-to-school period, this may increase to up to 21 calendar days.

These periods include stock preparation, embroidery or printing, quality checking, packing and Royal Mail delivery.

Full information is available in our Delivery Information and Shipping Policy.

20. Delivery Addresses

We will deliver to the address entered during checkout.

You are responsible for checking that the address is complete and accurate.

Contact us immediately if an address needs changing. We will try to make the change if the order has not been dispatched, but this cannot be guaranteed.

Once dispatched, an order cannot normally be redirected.

Additional shipping charges may apply if a parcel is returned because:

• The address was incorrect or incomplete
• Delivery was refused
• The parcel was not collected
• Royal Mail was unable to complete delivery because of the supplied address or access arrangements

21. Delivery Delays

Occasional delays may arise because of:

• Supplier delays
• Stock shortages
• Royal Mail disruption
• Severe weather
• Industrial action
• Equipment failure
• Unexpected demand
• Events outside our reasonable control

We will make reasonable efforts to keep customers informed of significant delays.

Nothing in this section removes any legal rights relating to delivery within an agreed period.

22. Returns

Eligible returns are subject to our Returns & Refunds Policy.

In summary:

• You must contact us within 14 calendar days of receiving an eligible item
• The return must then be posted within 14 days of notifying us
• All returns must be sent using Royal Mail
• Customers pay return postage for unwanted or incorrectly sized items
• Items must be unworn, unwashed, unaltered and returned with their tags and original product packaging
• Total Threads does not offer exchanges
• A new order must be placed for a replacement size, colour or product

Please read the full Returns & Refunds Policy before sending anything back.

23. Refunds

Approved refunds are made to the original payment method.

We may wait until we receive the returned goods, or satisfactory evidence that they have been sent, before processing a refund.

Original delivery charges are not refunded for partial returns.

Where an entire eligible online contract is cancelled under a statutory cancellation right, the standard outward delivery cost will be refunded where required by law.

Return postage for unwanted or incorrectly sized items is the customer’s responsibility.

Full details are contained in our Refund Policy.

Online customers normally have 14 days after delivery to notify a retailer of an eligible cancellation and then another 14 days to return the item. Standard outward delivery must normally be included where the entire eligible contract is cancelled, while deductions may be made for use or damage beyond reasonable inspection.

24. No Exchanges

Total Threads does not offer exchanges.

Where an eligible product is unsuitable, it must be returned for a refund and a new order placed for the required item.

New orders are subject to current:

• Prices
• Stock availability
• Shipping charges
• Delivery times

25. Clearance Items

Clearance products are usually reduced because they are:

• Discontinued
• End-of-line
• Carrying an older school logo
• Part of a previous uniform design
• Reduced because of a clearly disclosed imperfection

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

Please check all clearance product details carefully before ordering.

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

Sale and clearance wording cannot lawfully remove rights applying to faulty or qualifying online purchases, so this statutory-rights exception needs to remain in the published version.

26. Incorrect, Missing or Damaged Orders

Please inspect your order promptly after delivery.

Incorrect, missing or visibly damaged items should be reported within 48 hours of delivery.

When contacting us, provide:

• Your name
• Your order number
• Details of the issue
• Photographs of the product
• Photographs of the packaging and Royal Mail label where relevant

Keep the product and all packaging until we have reviewed the issue.

Do not wear, wash, repair, alter, label or dispose of the item before contacting us.

The requested 48-hour reporting period helps us investigate promptly but does not remove statutory rights.

27. Faulty Products

Products must be of satisfactory quality, fit for their intended purpose and as described.

Where a product is faulty, we will provide an appropriate remedy in accordance with applicable consumer law.

Depending on the circumstances, this may include:

• Repair
• Replacement
• Full or partial refund
• Price reduction
• Reimbursement of reasonable agreed return costs

Normal wear and tear, misuse, accidental damage, incorrect washing, failure to follow care instructions and customer alterations are not normally manufacturing faults.

Consumer terms cannot exclude responsibility for faulty goods, products that are not as described, death or personal injury caused by negligence, and other rights that cannot legally be restricted.

28. Website Accuracy and Availability

We aim to keep the website available and accurate, but we cannot guarantee that it will always operate without interruption or error.

We may temporarily suspend or change the website for:

• Maintenance
• Security
• Technical updates
• Product updates
• Business or operational reasons

We are not responsible for temporary website unavailability caused by circumstances outside our reasonable control.

29. Intellectual Property

Unless otherwise stated, all content on the Total Threads website belongs to Total Threads or is used with permission.

This includes:

• Text
• Product descriptions
• Photographs
• Graphics
• Website design
• Branding
• Logos
• Artwork
• Size guides
• Embroidery examples
• Printed designs

You may view and print website content for your personal purchasing decisions.

You must not reproduce, republish, sell, distribute, modify or commercially exploit website content without written permission.

School, manufacturer, club and customer logos remain the property of their respective owners.

30. Reviews and Customer Content

Where customers are able to submit reviews, photographs or comments, the content must be honest, lawful and relevant.

It must not contain:

• Abusive or discriminatory material
• False or misleading statements
• Personal information about another person
• Unauthorised advertising
• Copyright-infringing material
• Malicious code or links

We may remove content that breaches these requirements.

By submitting customer content, you grant Total Threads permission to display and use it in connection with the website and our business, unless otherwise agreed.

31. Third-Party Services and Links

Our website may use or link to services operated by third parties, including payment providers, Royal Mail, social-media platforms and website applications.

Third-party services have their own terms and privacy policies.

We are not responsible for the content or operation of an external website that we do not control.

32. Privacy and Personal Information

We use personal information to process orders, take payment, arrange delivery, communicate with customers, prevent fraud and operate our website.

Please read our Privacy Policy for information about:

• What information we collect
• Why we collect it
• How it is used
• Who it may be shared with
• How long it is retained
• Your data-protection rights

33. Our Responsibility to Consumers

We are responsible for losses that are a foreseeable result of our breach of these terms or failure to use reasonable care and skill.

We are not responsible for losses that were not reasonably foreseeable when the contract was formed.

Products sold through our consumer website are supplied for personal and domestic use unless otherwise agreed.

We are not responsible to a consumer for business losses, including:

• Loss of profit
• Loss of revenue
• Loss of business
• Loss of contracts
• Loss of anticipated savings
• Business interruption

Nothing in these terms excludes or limits responsibility where doing so would be unlawful, including responsibility for:

• Death or personal injury caused by negligence
• Fraud or fraudulent misrepresentation
• Faulty or incorrectly described goods
• Breach of statutory consumer rights

34. Events Outside Our Reasonable Control

We are not responsible for delay or failure caused by events outside our reasonable control.

These may include:

• Severe weather
• Fire or flooding
• Epidemics or pandemics
• War, terrorism or civil disturbance
• Industrial action
• Transport or postal disruption
• Supplier failure
• Utility or internet outages
• Government restrictions
• Machinery or equipment breakdown that could not reasonably have been prevented

Where such an event affects an order, we will make reasonable efforts to contact you and minimise the delay.

35. Complaints

Please contact us if you have a complaint about an order, product or service.

Include:

• Your full name
• Your order number
• A clear description of the issue
• Supporting photographs or documents where relevant
• The outcome you are seeking

We will review the complaint and aim to respond within a reasonable period.

Contact email: hello@totalthreads.store

36. Changes to These Terms

We may update these terms to reflect:

• Changes to our services
• Changes to our website
• Changes to delivery or payment arrangements
• Changes in law or regulatory guidance
• Changes to our business operations

The terms applying to an order will normally be those published when the order was placed.

The date of the latest update should be shown at the top or bottom of this page.

37. If Part of These Terms Is Invalid

If a court or relevant authority finds that part of these terms is invalid or unenforceable, the remaining sections will continue to apply.

38. No Waiver

If we do not immediately enforce a right under these terms, this does not mean that we have waived that right.

39. Third-Party Rights

Unless expressly stated otherwise, these terms do not give any third party the right to enforce them.

40. Governing Law

These terms are governed by the laws of England and Wales.

If you are a consumer living elsewhere in the United Kingdom, you retain any mandatory protections provided by the law of the part of the United Kingdom where you live.

Consumers may bring legal proceedings in the courts that apply to their place of residence.

41. Contact Us

Questions about these Terms of Service should be sent to:

Total Threads
Total Threads Ltd
PO Box 102 | EX38 9AZ
hello@totalthreads.store

Last updated: 16/06/2026