FAQ

What is your return policy?

We offer a 14-day return window. This means the return must be collected within 14 days of the delivery date. Your purchase(s) must be returned in the original packaging, in a saleable condition, with all labels and tags attached. Upon return, all items are inspected by our customer services team before your refund is processed. We do not offer exchanges on our products. Please try items on with care. If you decide to return something, please ensure it is in perfect condition. This means that it must be clean (no deodorant, perfume or make-up stains), unworn and unwashed. Items returned to us in a non-sellable condition will not be refunded and will be sent back to you.

Where is my refund?

Please note we do not currently provide any acknowledgement when we receive your return. Instead, we advise our customers to check the return tracking for their orders. Once this has been received, a refund will be issued within 10 business days. Please note it can take another 3-10 business days for the funds to show in your account, depending on your bank.

My discount code didn’t work; what should I do?

It is possible that the coupon code has expired or does not apply to the products in your basket. However, you can always contact our Customer Care Team at customercare@needleandthread.com to check this.

What should I do if I forget to apply my discount coupon code?

One-time-use discount codes can only be applied at the time of ordering. However, if you don't use it the first time around, you're more than welcome to use it on your next order.

I signed up, but didn’t receive my 10% Welcome discount code?

We will send you a follow-up email with your discount code once you confirm your details. Please allow up to 24 hours for this to appear. Please ensure that all spam and junk email folders are checked. Please note you will need to tick the box for email marketing when signing up to receive the discount code. Please note our 10% welcome discount is only valid on your first purchase and is non-transferable. If this is not applied at the time of checkout, we are unable to apply retrospectively.

Can I cancel my order?

Please note we are unable to guarantee order cancellations. Whilst we will always endeavour to support with order cancellation requests, this cannot be guaranteed. If you wish to cancel your order, please email customercare@needleandthread.com as soon as possible.

Can I amend my order?

Please note we are unable to guarantee order amendments. The only order amendment we can offer is a size change. Please note this will be dependent on stock availability. Whilst we will always endeavour to support with size changes, this cannot be guaranteed. If you wish to amend the size of any product ordered, please email customercare@needleandthread.com.

I received my order but its incomplete or incorrect, what do I do?

You should contact Customer Service as soon as possible if you find your order is not as expected. You can email us at customercare@needleandthread.com or call us on +44 203 695 0476 Monday – Friday 9am – 5pm (GMT)

I received my order and its faulty/damaged, what do I do?

Should you receive a damaged or defective item, please notify us within 48 hours of receiving the order at customercare@needleandthread.com to qualify for a refund or replacement. Please do not wear any damaged item received, as we cannot issue any refund once the item has been worn. Please note that we cannot provide a refund after 14 days, but we will attempt to repair or obtain a replacement.

The item I ordered has reduced in price, can I get a price-match?

Unfortunately, we cannot refund the difference. However, these can be returned for a refund and then a new order can be placed at the new reduced price.

Do I have to create an account before placing an order?

If you wish to make an order without creating an account, please select the guest checkout option. By registering with us and creating an account, you’ll be able to: track your orders and review past purchases, request a return or exchange directly from your account, shop even quicker the next time by saving your address and card details, and manage your account details, address book and email preferences.

How do I change my account details?

To change any of your personal details, you will need to firstly log in to your Needle & Thread account with your username and password, by clicking the key icon in the right hand corner of the website. Once you are logged in, visit the My Account section to change any information you wish to.

How do I know if Needle & Thread have received my order?

We will send you an order confirmation email within 24 hours of receiving your order. This will be sent to the email that you provide us during the checkout process.

Is shopping online with Needle & Thread secure?

Yes, shopping with us is 100% secure. We use a payment gateway called Shopify Payments who process our orders. This means that your customer details and card details are handled by them and securely processed within all government required legislation. Should you have any specific concerns please feel free to contact our customer service team who will be happy to give you any further information.

How do I check the status of my order?

To check the status of your order, you will need to log in to your Needle & Thread account using your username and password. If you checked out as a guest, you will need to use your order number instead. Under My Account, click 'My Orders' to see a status. If your order has already been despatched we will have provided you with a tracking number via email.

Do you ship to PO addresses?

We are unable to deliver to PO Box addresses. We can only deliver to your permanent residential address, or your place of work. If you choose to have your order delivered to you at your place of work, please ensure that there will be someone available to take receipt of the goods and sign for the parcel.

How do I look after my Needle & Thread purchase?

All Needle & Thread items are gentle dry clean only.

How do I apply for a role at Needle & Thread?

We are always seeking dynamic individuals to join our London HQ. If you are interested in finding out about our current opportunities at Needle & Thread, please send your CV accompanied by a covering letter to careers@needleandthread.com. You can also visit our profile page at Business of Fashion

How do I access, change or delete my data at Needle & Thread?

For access to your data, to make any changes or to request removal, please complete this form and a member of our team will be in contact with you in approximately 2 working days to process your request.

How do I care for my Needle & Thread X Soru earrings?

You should store your earrings in a dark, cool and dry place within the box provided to help reduce tarnishing and scratching. Silver is a bendable precious metal, any pressure applied could cause damage. When transporting your jewellery, we would advise that it is kept within the box so that no external pressure is accidentally applied. Gold plated silver may fade if the care instructions are not adhered to. Please do not expose your jewellery to water, perfumes or lotions as this may cause the plating to fade. Gold plated silver may naturally fade over time. We recommend that you remove jewellery while in water and avoid spraying perfume or applying creams where it could come into contact with your jewellery. Avoid extreme temperatures, humidity and sunlight. Any contact with perfumes, cosmetics or chemicals will cause discolouration to semi precious metals. This is not a fault and can be avoided by caring for your jewellery as detailed above.

How do I care for the gemstones on my Needle & Thread X Soru earrings?

Gemstones should never be worn around hot water, harsh chemicals or cleaning products. You can clean most gemstones with a soft, damp cloth after wearing. Very porous stones such as turquoise and emeralds should be cleaned using an untreated, dry, soft cloth only. Do not use tissue paper or paper towels to clean your jewellery as they can cause scratching. We use natural gemstones which may contain internal inclusions, adding to the beauty and uniqueness of each individual gem. Missing pearls, beads and gems are not classed as a manufacturing fault outside of the 14 day return window.