We understand that circumstances can change. If you wish to cancel your order, please contact our customer service team as soon as possible at hello@threadcollective.com.au or 0448 484 707.

Please include your order number, the reason for your cancellation request, and let us know whether you would prefer a refund or store credit if your cancellation request is approved.

Order Cancellations

Please contact us as soon as possible if you wish to cancel your order.

Orders can generally only be cancelled before they have been dispatched. If your order has already been packed or is being prepared for dispatch, we may still be able to accommodate your request, but this cannot be guaranteed and will depend on the stage of processing.

Approved change-of-mind cancellations may be subject to a 20% restocking fee to cover administrative and processing costs.

If your order has already been dispatched, it can no longer be cancelled. Once your order has been delivered, you may request a return in accordance with our Return & Exchange Policy.

Layby, Pre-orders, Special Orders & Made-to-Order Items

If you wish to cancel your layby order before it has been paid in full, a 20% restocking fee may apply. Any remaining balance after applicable fees have been deducted will be refunded to your original payment method or issued as store credit, depending on your preference.

Additionally, cancellation requests for backorders, pre-orders, special orders, and made-to-order items are assessed on a case-by-case basis. If we have already placed the order with our supplier or production has commenced, cancellation may not be possible, as the item may have been specifically ordered or produced for you. Where a cancellation request is approved, a 20% restocking fee may apply.

If we are unable to fulfil your order due to circumstances outside of your control, any deposit or payments made will be refunded in full.

Refunds for Approved Cancellations

If your cancellation request is approved, you may choose to receive either:

• A refund to your original payment method; or
• Store credit (where applicable).

Any applicable fees or deductions will be applied before the refund or store credit is issued.

Please allow 1–2 business days for us to process approved refunds. Once processed, the time it takes for the funds to appear in your account will depend on your payment provider's processing times.

Late or Missing Refunds

If you haven't received your refund after the expected processing timeframe, we recommend taking the following steps:

• Check your bank account or original payment method.
• Contact your bank or payment provider, as processing times may vary.
• Allow additional time for the refund to appear, as some financial institutions take longer to process refunds.

If you've completed these steps and still haven't received your refund, please contact us at hello@threadcollective.com.au, and we'll be happy to assist.