FAQ

سیاسەتی گەڕانەوەت چییە؟

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.

Customers are responsible for ensuring that only Needle & Thread items are returned to us. Please carefully check your return before sending it back.

If we receive items that do not belong to Needle & Thread:

• A return handling fee may apply.
• Items that are not claimed or cannot be returned to the correct sender may be disposed of.

To avoid any issues or delays in processing your return, please double-check that the items you are sending back are correct and match your original Needle & Thread order.

گەڕاندنەوەی پارەکەم لە کوێیە؟

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. 

If you have not received a refund notification after 10 business days from when your return was delivered, please reach out to our Customer Care team as soon as possible with proof of your return.
Cases must be raised within this timeframe to allow for investigation — failure to do so may result in further delays and/or the refund being refused.

What should I do if I forget to apply my 10% Welcome order code?

One-time-use discount codes can only be applied at the time of ordering. However, if you didn’t use your code the first time around, you’re more than welcome to use it on your next order — as long as it’s within 30 days of receiving it.

چی بکەم ئەگەر لەبیرم چوو کۆدی کۆبۆنی داشکاندنەکەم بەکاربهێنم؟

All discount codes are one time use only and can should be applied at the time of ordering. If you require further assistance, please contact: [email protected]

من ئیمزام کرد، بەڵام کۆدی داشکاندنی ۱۰٪ ی بەخێرهاتنم وەرنەگرت؟

ئێمە ئیمەیڵێکی بەدواداچوونت بۆ دەنێرین لەگەڵ کۆدی داشکاندنەکەت کاتێک زانیاریەکانت پشتڕاست دەکەیتەوە. تکایە تا 24 کاتژمێر مۆڵەت بدە بۆ ئەوەی ئەمە دەربکەوێت. تکایە دڵنیابەرەوە لەوەی کە هەموو فۆڵدەرەکانی ئیمەیڵی سپام و ناپەسەند پشکنینیان بۆ کراوە. تکایە تێبینی ئەوە بکە کە پێویستە سندوقی مارکێتینگ بکەیت بۆ بازاڕکردنی ئیمەیڵ کاتێک خۆت تۆمار دەکەیت بۆ وەرگرتنی کۆدی داشکاندن. تکایە تێبینی ئەوە بکە کە داشکاندنی بەخێرهاتنی ۱۰٪ ی ئێمە تەنها لە یەکەم کڕینەکەتدا دروستە و ناگوێزرێتەوە. ئەگەر ئەمە لە کاتی چاککردنەوەدا جێبەجێ نەکرێت، ئێمە ناتوانین بە شێوەیەکی ڕابردوو جێبەجێی بکەین.

دەتوانم فەرمانەکەم هەڵبوەشێنمەوە؟

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 [email protected] as soon as possible.

دەتوانم فەرمانەکەم هەموار بکەمەوە؟

Once an order has been placed, we are unable to make amendments to the size, style, or colourway.

The only changes we may be able to accommodate are email address or shipping address updates. While we will always do our best to support these changes, we cannot be guaranteed once your order is in process.

If you need to request an amendment, please contact us as soon as possible at [email protected]

داواکارییەکەم وەرگرت، بەڵام ناتەواوە یان هەڵەیە، چی بکەم؟

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

دەستپێک/ئیسپانیا/ڕۆناڵدۆ چی دەکات؟

If you’ve received a damaged or defective item, please contact us at [email protected] within 48 hours of receiving your order to qualify for a refund.

Please do not wear any damaged items, as we’re unable to process refunds for items that have been worn.

All cases must be raised within this timeframe to allow for the necessary investigation. Failure to report the issue as soon as possible may result in delays and/or the refund being refused.

My order shows as delivered, but I haven’t received it — what should I do?

If your order is marked as delivered but hasn't arrived, please contact us at [email protected] within 48 hours of receiving the delivery notification. All cases must be raised within this timeframe to allow for a full investigation with the carrier. Failure to report the issue promptly may result in delays and/or investigations being refused by the carrier.

ئەو بابەتەی کە داوام کردووە نرخەکەی کەمکردەوە، دەتوانم نرخی هاوشێوە وەربگرم؟

بەداخەوە ناتوانین جیاوازیەکە بگەڕێنینەوە. لەگەڵ ئەوەشدا، ئەمانە دەتوانرێت بگەڕێنرێنەوە بۆ گەڕاندنەوەی پارە و پاشان داوایەکی نوێ دەتوانرێت بە نرخێکی نوێ کەم بکرێتەوە.

Ma ez neçarim ku berî danîna fermanek hesabek çêbikim?

Heke hûn dixwazin bêyî çêkirina hesabê xwe fermanek çêbikin, ji kerema xwe vebijarka derketina mêvan hilbijêrin. Bi navnîşkirina me re û çêkirina hesabek, hûn ê karibin: fermanên xwe bişopînin û kirînên berê binirxînin, vegera xwe bixwazin an rasterast ji hesabê xwe veguherînin, dema din bi xilaskirina navnîşana xwe û hûrgulên karta xwe zûtir bikirin, û birêve bibin hûrguliyên hesabê we, pirtûka navnîşanê û vebijarkên e-nameyê.

Ez çawa hûrguliyên hesabê xwe diguhezim?

Ji bo guheztina hûrguliyên weyên kesane, hûn ê pêşî hewce bikin ku bi navnîşa bikarhêner û şîfreya xwe, bi tikandina îkona mifteyê ya li quncikê milê rastê yê malperê, têkevin hesabê Derz & Mijara xwe. Gava ku hûn ketin navnîşê, biçin beşa Hesabê Min da ku agahdariya ku hûn dixwazin biguherînin.

Ez çawa dizanim ku Derziyê & Mijarê emrê min stendiye?

Em ê di nav 24 demjimêran de ji wergirtina emrê we ji we re e-nameyek pejirandinê bişînin. Ev ê ji e-nameya ku hûn di dema pêvajoya derketinê de ji me re peyda dikin re were şandin.

Ma kirîna serhêl bi Derziyê & Mijarê ewle ye?

Erê, kirîna bi me re% 100 ewledar e. Em dergehek dravê bikar tînin bi navê Shopify Payments ku emirên me pêvajo dikin. Ev tê vê wateyê ku hûrguliyên xerîdar û hûrguliyên karta we ji hêla wan ve têne rêve kirin û di nav hemî qanûnên hewceyê hikûmetê de bi ewlehî têne pêvajoy kirin. Ger pirsgirêkên weyên taybetî hebin ji kerema xwe xwe azad hîs bikin ku bi tîmê karûbarê xerîdarê me re têkilî daynin ku dê kêfxweş be ku hûn bêtir agahdariyê bide we.

Ez çawa rewşa fermana xwe kontrol dikim?

Ji bo ku rewşa fermana xwe kontrol bikin, hûn ê hewce bibin ku bi karanîna navê bikarhêner û şîfreya xwe têkevin nav hesabê Derz & Mijara xwe. Heke we wekî mêvan derketin, hûn ê hewce bibin ku li şûna wê hejmara fermana xwe bikar bînin. Li jêr Hesabê Min, 'Biryarnameyên Min' bikirtînin da ku statuyekê bibînin. Ger emrê we ji zû ve hatî şandin em ê bi rêya e-nameyê hejmarek şopandinê ji we re peyda bikin.

Ma hûn dişînin navnîşanên PO?

Em nekarin radestî navnîşanên PO Box bikin. Em tenê dikarin xwe bigihînin navnîşana rûniştinê ya daîmî, an cîhê karê we. Heke hûn hilbijêrin ku li cîhê karê we emrê we radestî we tê kirin, ji kerema xwe pê ewle bine ku dê kesek hebe ku wergiriya tiştan bistîne û ji bo pakêtê îmze bike.

I need help with sizing – what should I do?

If you’re unsure about sizing or need guidance on the best fit, we’re here to help!

For fast and tailored assistance, we recommend speaking to our friendly AI chatbot via the live chat function on our website. Alternatively, you can email our team at [email protected] — we’ll be happy to advise you.

How can I find authorised Needle & Thread stockists?

If you’re looking to purchase from an authorised Needle & Thread stockist, we’re happy to help ensure you're buying from a trusted source.

For quick assistance, please speak to our friendly AI chatbot via the live chat function on our website. Alternatively, you can email our team at [email protected], and we’ll provide a list of authorised retailers near you or online.

Ez ê çawa li kirîna Derziyê & Mijara xwe binêrim?

To best care for your Needle & Thread piece, we recommend storing the dress flat in the box it arrives in. This helps preserve the shape and prevents unnecessary stretching of the fabric or embellishment.

As your event approaches, hang the dress 1–2 days beforehand to allow any light creases to naturally fall out without affecting the ruffles or volume of the design.

If needed, use a gentle steamer on a low setting, avoiding excess moisture, to refresh the fabric. Always store your dress away from direct sunlight to prevent fading over time.

Please note we do not provide garment bags with our orders.

For more detailed advice, please visit our Aftercare Guide to learn how to keep your Needle & Thread piece looking its best.

Ez çawa dikarim ji bo rolek li Derziyê & Thread serî lê bidim?

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 [email protected]. You can also visit our profile page at Business of Fashion

Ez çawa dikarim daneyên xwe li Derziyê & Mijarê bigihînim, biguherînim an jê bikim?

Ji bo gihîştina daneyên we, ji bo guheztinan an jî rakirina daxwaznameyê, ji kerema xwe vê formê temam bikin û endamek tîmê me dê di nav 2 rojên xebatê de bi we re têkilî dayne da ku daxwaza we pêvajoyê bike.

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.