Dear customers

Ben and I started Thread 10 years ago with the goal of making it easier for men and women to dress well. To achieve this we pioneered how to combine cutting-edge AI with expert stylists, to give each person the perfect set of recommendations.

One of our biggest partners along the way was M&S, who shared our vision for democratising style. To help bring this to their much larger audience, they have acquired Thread's brand, technology and data.

This news is bittersweet, as unfortunately we will be stopping trading independently. We are going to miss working with you all. Thank you for all of the support you have shown us over the years by shopping with us.

Warmest regards,

Kieran & Ben
Co-founders, Thread

What has happened?

Marks & Spencer has acquired Thread’s brand, technology and data, in order to integrate the functionality into its customer offering. They have not acquired the rest of the business, so we will unfortunately have to cease trading and put the business into administration. We understand how disappointing this may be. If you have a question, read the common questions below, and if it’s not covered feel free to contact our customer support team.

I have placed an order but I have not received my item(s). What can I do?

Thread is now regrettably in administration and has ceased trading. Unfortunately, we are therefore not able to ship any further orders or process any cancellations. If you have paid for your item(s) but not received your order, it may be possible to recover this amount via your credit/debit card provider by making a Chargeback claim or, if the price of the item(s) you bought is higher than £100, by exercising your rights against your credit card provider under Section 75 of the Consumer Credit Act 1974. You should be able to find more details about this process at the link below:

How do I use chargeback? - Which?

My item arrived damaged or not as advertised. Can I return it for a refund or exchange it?

We understand it may cause frustration but unfortunately we are unable to offer exchanges and we are not taking returns as Thread has now ceased trading. If your item arrived damaged or not as described, you may be entitled to make a claim via your debit/credit card provider. You can find further guidance on this process here:

How do I use chargeback? - Which?

My item is the wrong size or unwanted and I would like to return it. Can I return it?

While we appreciate it’s disappointing, we can’t offer refunds or exchanges and we are not taking returns. Thread is no longer trading and unfortunately that means we are not able to process returns and issue refunds. Please do not return your goods as we are not able to process them and cannot guarantee they would be returned to you. You may be entitled to make a claim via your debit/credit card provider. You can find further guidance on this process at the link below:

How do I use chargeback? - Which?

My item is faulty. Can I return it?

We understand it may cause frustration but unfortunately, as Thread has ceased trading, we are unable to offer exchanges and we are not taking returns. If your item arrived faulty, you may be entitled to a make a claim against the manufacturer if the product has a warranty, or make a claim via your debit/credit card provider. You can find further guidance on this process here:

How do I use chargeback? - Which?

I have a gift card. Is this valid?

Sadly, Thread is no longer trading so unfortunately that means gift cards for our website are no longer valid. If your gift card was purchased via a debit/credit card, it may be possible to make a claim via the card provider that was used to purchase it. You can read more about the steps you may be able to take at the link below:

How do I use chargeback? - Which?

How can I make a claim if I paid via Klarna Buy Now Pay Later?

If you would like to make a claim but you have placed your order using the Klarna Buy Now Pay Later option, we would advise to contact Klarna directly. You can also read more about Klarna’s Buyer Protection terms here:

https://www.klarna.com/uk/buyer-protection-description/

I am based in the USA. Am I still able to get my money back through my debit or credit card provider?

Statutory rights to get a refund from your credit card provider under Section 72 of the Consumer Credit Act 1974 only apply to UK customers. However, you may still be able to submit a claim via your credit card provider. For more details please see the information in the link below:

How your credit card can protect you if your favorite store goes bankrupt - The Points Guy

My question is not answered above. How can I get in touch with customer support?

Please drop us a line at support@thread-support.com and we will do our best to help out.