Returns and refunds
Last updated
Why personalized orders are different
Every item is made after you order it, with the text or artwork you gave us, in the placement, garment, color and size you chose. There is nobody else to sell it to, so we do not accept returns or exchanges because you changed your mind.
When we replace or refund
We replace or refund an item when the fault is ours:
- It arrives damaged, or with a stitching fault.
- We stitched something other than what your order says.
- We sent a different garment, color or size than your order says.
Email hello@thethreadedsignature.com with your order number and a photo of the item. You choose a replacement or a refund.
What is not a fault
We stitch what you gave us, exactly as you gave it:
- A name, date or word spelled the way you entered it in the customizer.
- Artwork you uploaded, as it was when you approved the proof.
- A size you chose. Each product page carries the supplier's own measurements for that garment.
Those are not faults we can replace, so check them before you order.
Cancelling an order
Orders can be cancelled within 24 hours of being placed. After that we have bought the materials for your order, so it can no longer be cancelled.
To cancel, email hello@thethreadedsignature.com with your order number as soon as you can. We can only cancel an order while it is still inside that window.
If we cannot make your order
We check the artwork on every order after it is placed. If we cannot produce your artwork, or the garment you chose cannot be supplied, we cancel that item and refund it in full. You do not have to ask, and we email you when it happens.
How a refund reaches you
A refund goes back to the card that paid for the order, in full or for the part of the order affected. How long it takes to appear on your statement is decided by your bank, not by us.