Returns & Refunds Policy

At Threads and Things, we want you to be happy with your purchase. As many of our products are custom-made, our returns policy differs depending on whether an item has been personalised.

Personalised Items (Non-Refundable)

Please note that all personalised and custom-made products are non-refundable and non-returnable unless the item arrives faulty, damaged, or contains an error made by us.

As personalised items are created specifically for your order, we cannot accept returns or provide refunds for:

  • Change of mind purchases
  • Incorrect spelling, names or information submitted during checkout

We encourage customers to carefully review all personalisation details before placing their order.

Faulty or Incorrect Personalised Items

If your personalised product arrives damaged, faulty, or differs from the details confirmed in your order due to an error on our behalf, please contact us within 7 days of receiving your
order.

Once the issue has been reviewed and approved, we will arrange either:

  • a replacement item, or a full refund.

Where a return is required, we will provide a complimentary return shipping label for you.

Non-Personalised Items — Change of Mind

If you change your mind about a non-personalised item, you may return it within 7 days of delivery for a store credit note only.

To be eligible for a change-of-mind return, the item must be:

  • unused,
  • in its original condition, and
  • returned in its original packaging with all hang tags attached.

Please note: Return shipping costs for change-of-mind returns are the responsibility of the customer.

Once we receive and inspect the returned item, and confirm that it meets our return eligibility requirements, your store credit note will be issued. If the returned item does not meet these conditions, we reserve the right to decline the return and no store credit will be provided.

Refund Timeframes

Once your returned item has been received and inspected, approved refunds will be processed within 14 business days. Refunds are issued in the form of a store credit voucher, which will be sent to the email address provided with your order.

Please keep this voucher code secure and enter it at checkout when making future purchases on our website.

Please note: Store credit vouchers are valid for 12 months from the date of issue.

Need Assistance?

If you have any questions regarding your order, returns, or eligibility for a refund or replacement, please contact our team at:

admin@threadsandthings.com.au

We are always happy to help and will work with you to resolve any issues as quickly as possible.