Overview
It is our hope that you love everything and never feel unhappy with your order. However, sometimes things happen. We’d like to work with you on a resolution. Below are our guidelines to make it right for you —
Some items are just not returnable or refundable. We respect copywrite and want to do right by the designers that bring us such beauty to recreate so charts and books are not returnable or refundable. Threads, silk, metallics are not returnable or refundable.
Fabric cuts may be returned provided they have not been altered in any way including edging, recutting, cutting or any other use.
Returns and/or refunds are reviewable within 14 days from your shipping date. Beyond that, we cannot do so.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Please do not send your purchase back to the designer or manufacturer.
There are certain situations where only partial refunds are granted:
- Any product with obvious signs of use
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment.
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at alice@threadedneedle.org.
Only regular priced items may be refunded. Sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at alice@threadedneedle.org and send your item to:
35 Boston Rd.
Sutton, MA 01590
Shipping returns
Please do not return product without communicating with us first. That will help us help you best. To return your product, you mail your product to:
35 Boston Rd.
Sutton, MA 01590
You will be responsible for paying for shipping costs for returning your item. Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
We are here to help you and to make any returns as easy as possible. Just give us a call, 508-212-2940, or email at alice@threadedneedle.org.
