Refund policy

We want you to feel completely confident when shopping with Thread & Tonic. We therefore offer an extended 100-day return period, giving you 100 days from receiving your order to request a return.

To be eligible for a return, the item must be in its original packaging and returned with all original tags attached. To request a return, please email hello@threadandtonic.com with your order number and reason for return.

If your return is approved, we will confirm the address of our international fulfilment centre and provide the necessary instructions. Please do not send an item before contacting us, as returns sent without prior approval may be delayed or sent to the incorrect returns facility.

Customers are responsible for arranging and paying for return shipping unless the item is faulty, damaged or incorrect. Returns must be sent using a reliable tracked courier of the customer’s choice.

As the return shipping payment is made directly to the customer’s chosen courier, this cost is non-refundable.

We strongly recommend retaining the tracking information until your refund has been completed. Thread & Tonic cannot accept responsibility for a return before it has been received at the confirmed return address.

For any return questions, please contact hello@threadandtonic.com.

DAMAGED, FAULTY OR INCORRECT ITEMS

Please inspect your order when it arrives and contact us promptly if the item is damaged or faulty, or if you receive the wrong product.

Email hello@threadandtonic.com with your order number, a description of the issue and clear photographs so that our team can assess it and provide an appropriate resolution.

 Where an item is confirmed to be faulty, damaged or incorrectly supplied, Thread & Tonic will cover reasonable return costs. This does not affect your statutory rights.

 EXCEPTIONS AND NON-RETURNABLE ITEMS

Custom-made, personalised and special-order products made specifically for the customer cannot be returned or refunded unless they are faulty, damaged or incorrectly supplied.

Gift cards cannot be returned or refunded.

This does not affect any statutory cancellation rights or your rights where an item is faulty, damaged or incorrectly supplied.

Please contact hello@threadandtonic.com if you have any questions about the eligibility of a particular item.

EXCHANGES

We offer an extended 100-day exchange period, giving you 100 days from receiving your order to request an exchange.

To be eligible for an exchange, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To request an exchange, please email hello@threadandtonic.com with your order number and details of the replacement item you would like.

Once the exchange is approved, we will confirm the return address and provide the necessary instructions.

 Customers are responsible for the cost of returning the original item and any delivery charge applicable to the replacement order, unless the original item was faulty, damaged or incorrectly supplied.

The quickest way to secure your preferred item is to return the original purchase and place a new order separately. For any exchange questions, please contact hello@threadandtonic.com.

REFUNDS

We will notify you once your return has been received and inspected and confirm whether the refund has been approved.

Approved refunds will be initiated within 24 hours of completing the inspection and returned to the original payment method.

The amount paid separately to the customer’s chosen return courier is non-refundable.

 Where required by applicable consumer law, the eligible original standard delivery charge will also be refunded. If an enhanced or express delivery service was selected, the additional cost above standard delivery is non-refundable.

Please allow additional time for your bank or credit card provider to process the refund and credit the funds to your account. We reserve the right to reduce or refuse a refund where an item has been used, damaged after delivery or returned in a condition that prevents it from being resold, subject to applicable consumer law.