These past few months have been a strange time for all of us. Like you, we’ve been learning to adjust to this new reality. While it’s certainly not business as usual at Thread, our goal is to make sure that it feels like that for you, our customer. Ordering clothing might, understandably, be the last thing on your mind, but if a Thread delivery can be a highlight of an otherwise tough day, then we want to be there for you.
During these uncertain times, our priorities are clear: 1) ensuring the health and safety of our team and their families; 2) providing a smooth, reliable service for our customers. We are thankfully currently on track with both of these.
What does this mean for your Thread experience?
The government has reiterated the importance of keeping even non-essential supply chains up and running, provided that they’re able to adapt to a safer working environment. This is something we’ve been able to do. In addition to operating our warehouse with strict sanitation guidelines, all staff are checking their temperature before coming to work, and we are ensuring that they remain two meters apart at all times. We have also reduced our opening hours and have introduced rotations to make sure that staff are properly rested. As a close-knit team, we usually love bringing everyone together, but in these times, we’re working creatively to keep everyone apart.
We pride ourselves on offering you a wide range of brands and items. During these difficult times, we are featuring our smaller, independent brands more on Thread to ensure they are supported in the coming weeks. We have also removed some brands who have needed to cease operations.
We are supporting our national and global shipping networks as they prioritise the transport of food and medicine. This means your Thread order might take a little longer to arrive than normal, but we are doing everything to ensure it arrives on time. We promise to give you as much information as we can on the estimated delivery times, as they are subject to change, and we really appreciate your understanding for any delays in the coming weeks.
We know that sending back a return might take longer than usual, but we hope our express refunds and 100-day returns policy help to reduce the stress. We also know it may not be possible for you to visit your local post office at the moment, so we’re offering home collections and contact free locker returns for any returns in the UK which you can find out about here. For customers in the US, you can leave your returns parcel in your mailbox for your postal worker to collect.
We might not be in the office anymore, but we are still right here to answer all of your questions. You can get in touch to your stylist for advice anytime, or to our support team with any questions or concerns about orders.
There’s no playbook for this, and we’re figuring it out as we go. We're all in this together. Stay safe out there!