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.

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.

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. 

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 discount coupon 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.

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 customercareme@needleandthread.com as soon as possible.

Can I amend my order?

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 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 customercareme@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?

If you’ve received a damaged or defective item, please contact us at customercare@needleandthread.com 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 customercare@needleandthread.com 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.

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.

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 customercare@needleandthread.com — 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 customercare@needleandthread.com, and we’ll provide a list of authorised retailers near you or online.

How do I look after my Needle & Thread purchase?

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.

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.