Returns and Exchanges
Thread Collective complies with Australia's Competition and Consumers Commision Repair, Replace, Refund Consumer Guarantee.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you an exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned; these include custom-ordered products unless these are found to be faulty.
Additional non-returnable items:
To complete your return, we require a receipt or proof of purchase.
If an item is returned for a change of mind, a 20% restocking fee may apply to the value of the product. If an alternative colour is requested, you will be asked to pay for the postage.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable);
Any item not in its original condition is damaged or missing parts for reasons not due to our error,
Any item that is returned more than 30 days after delivery (refund at our discretion)
The customer is responsible for ensuring safe postage and appropriate insurances when returning goods.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within seven days.
Items requiring special order
For preorders, looms or items that need to go into production, a non-refundable 20% deposit will be required. In the event the item ordered cannot be fulfilled, a full refund of this deposit will be made. This deposit cannot be refunded once an order is placed.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.
We will replace items if they are defective or damaged. If you have ordered the wrong colour, we are happy to exchange it for you but you will be required to cover all shipping and insurance costs.
If you need to exchange it for the same item, send us an email at email@example.com and send your item to: PO Box 616, Kenmore QLD 4069.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should mail your product to: PO Box 616, Kenmore QLD 4069.
You will be responsible for paying for your own shipping costs and ensuring appropriate insurance for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of original shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
For larger items, Thread Collective is unable post to PO Boxes and a contact number for delivery is recommended.
Thread Collective reserves the right to ship via Australia Post, Sendle or an other 3rd party courier service. If you are not home for delivery and a card is left or you have been notified by us that an attempted delivery has occurred you must collect your item within 5 business days otherwise the parcel may be returned to us. If the parcel is returned, shipping will need to be paid again or not refunded in the event of a returns order. , shipping will need to be paid again or not refunded in the event of a returns order.
If you have a TNT delivery planned, please check the tracking and contact TNT directly if the planned delivery date is not suitable. A redelivery charge may apply.
If you would like a specific service, please contact us prior to purchase and an applicable rate will be provided.
Looms, heavy and bulky items not accepted by Australia Post will be sent by courier. These items do not qualify for the free shipping promotion and a delivery fee will be charged.