Common Questions:

What’s Thread’s mission?

To help people feel their best by making it easy to dress well. Because we believe adding to your wardrobe should always add to your confidence.


Is Thread a subscription service?

We’re not! We send personalized style ideas to your inbox each week, and it’s always up to you whether you place an order.


Is there a fee to use Thread?

No, Thread is entirely free to use – we hope we make it easier for you to find clothes you love.


Is Thread more expensive than other sites?

You’ll find prices on our site consistent with other retailers, and better yet, we’ll make sure the clothes you see match your budget. If you notice an item sold for less on another site, we’ll price match it for you*. Simply email the links for both products to support@thread.com, and we’ll make sure you’re charged the lesser amount. We’ll also email to let you know when clothes you’ve liked are on sale, so you get first dibs.

* Please note there are three times we can’t guarantee to match prices: when the item in question is on an auction site or being sold second-hand; when it’s being sold by a retailer based outside of your home country; or when competitors are offering a sale, vouchers, or discount codes.


What do I do if I’m not happy with my recommendations?

The more you like or dislike your ideas, the better your new ones become, so don’t forget to tap the icons below your recommendations each week. You can also easily update your Style Profile by heading to your settings.


Do you price match?

Thread’s goal is to help you look better with as little hassle as possible – and for free. That’s why we never charge more than other retailers for the products we sell. If you find something sold for less on another site, email both links to support@thread.com, and we’ll make sure you’re charged the lesser amount.

That said, there are three times we can’t guarantee to match prices: when the item in question is on an auction site or being sold second-hand; when it’s being sold by a retailer based outside of your home country; or when competitors are offering a sale, vouchers, or discount codes.


Can I use Klarna to pay for my order?

We want to make it as easy as possible for you to order clothes you love. If you live in the UK, you’ll have the option to use our “Try now, pay later” option offered via Klarna. Klarna will assess your order to see whether it’s eligible, then ask you to enter some details so that you can pay for your order via your Klarna account.

If you have any other questions about your Klarna refund or payment, simply email us at support@thread.com, and we’ll be happy to help out.


Why am I unable to use Klarna to pay for my order?

In some cases, your order may not be eligible for “Try now, pay later”. Due to security reasons, we don’t have access to any information that Klarna holds and are therefore unable to advise as to why this is the case. For questions around order eligibility, we’d recommend getting in touch with Klarna directly.


How do deliveries work?

We currently deliver with Royal Mail and CollectPlus. At checkout, you can choose between delivering to an address or to a convenient location near you with CollectPlus.

To qualify for Next-Day Delivery, simply order before 6PM for delivery to a UK address via Royal Mail. Please note: all items in the order must qualify for the 24-hour service.

Shipping is free on orders over £50, and just £4.99 on orders under £50.

We carbon offset the environmental impact of your delivery and return shipping.


How long do deliveries take?

Standard Shipping usually takes between 2 and 7 days, but we’ll provide you with a more accurate (and often narrower) delivery window once you add items to your cart. If all the items in your cart qualify, your order will be automatically upgraded to Next-Day Delivery free of charge (meaning you’ll receive your order the following business day as long as you order by 6PM).

See below for a more detailed overview of our order process (you can track your order on the Orders page to see what state the delivery is currently in):


How do returns work?

Good news: they’re free. You’ll have 100 days from the day you get your parcel to send us unwanted items.

To return your items you can:

Click here to view our returns policy.

Just make sure you keep hold of your proof of postage receipt until you receive a refund confirmation email from us. It normally takes about 2 to 3 business days for a parcel to reach us, and our team will then process a refund and send you an email about 2 to 3 business days after that.


Why can’t I get Next-Day Delivery on some items?

We want to get your order to you as quickly as possible – that’s why many items on our site are available for Next-Day Shipping (as long as you order by 6PM). However, because some items need to be sent to us from our supplier first, they can take a little longer. Usually, our suppliers send us these items the day after you’ve ordered from us, although occasionally this can vary. You’ll see this taken into account in your delivery estimate when you go to check out.


What do I do if my order is delayed?

It’s unusual for an order to be delayed, but very occasionally, one of our suppliers may experience an issue that can add an extra day or two onto your shipping time. On these rare occasions, we’ll notify you as soon as possible to let you know which item is holding up your order and offer you some options.

If your order is likely to miss our initial delivery estimate, we’ll be happy to dispatch any items that are already available, while we continue to wait for the outstanding item(s).


What do I do if I need my order on a specific date?

Although we aim to make our delivery estimates as accurate as possible, we can’t guarantee with 100% certainty that your order will be delivered within the delivery timeframe we provide. This is due to the possibility of occasional delays or unavoidable delivery issues.

If you need your order for a special occasion or by a specific date, simply email support@thread.com. A member of our support team will be happy to keep you updated on the progress and will be able to ensure that your order (or as much of it as possible) is delivered to you by the date you need it.


How long does it take to receive a refund?

Once our team has processed the refund, it normally only takes a couple of days for the refund to hit your account. On rare occasions, it may take up to 10 days. If you’ve received a refund confirmation email, but you can’t see the refund on your bank statement after 10 days, simply email our support team, and they’ll look into this for you.

Please note that refunds may appear as a deduction from the initial charge for your order, so it’s worth checking your bank statement first.


Can I change my order once I’ve placed it?

That will depend on whether our team has started processing the order yet. The best thing to do is to email our team at support@thread.com as quickly as possible with order number and requested change, so that they can look into this for you.


How can I exchange an item?

We do exchanges a little differently here. You might be used to sending an item back, waiting for it to be processed, and then waiting for the right size to be shipped. But with us, we just ask you to return what you have and place a new order for the right size at the same time (easily done on your Orders page).

This way, you’ll get the right size faster, and it won’t go out of stock before we’ve processed your return. We’ll refund you for the first order once we’ve processed your return.

If you’re asked to pay a shipping fee when placing a new order, just message our team, and they can refund the extra shipping fee for you.


What do I do if I receive a faulty or incorrect item?

We do our best to make sure you don’t receive anything faulty or incorrect, but if anything goes wrong, just message our team at support@thread.com, and we’ll work to get it sorted for you.

To help resolve this issue as quickly as possible, simply follow the steps below when messaging our team:


Where do you ship from?

We currently ship from the UK.


Do you have a referral scheme?

We do! To refer a friend, simply head to ‘Settings’ > ‘Referrals’, copy and paste the link, and share it with your friend. You’ll receive £20 for any friend who places an order over £75. Better yet, they’ll receive 20% off their first order. Win, win.


How do I apply a gift card to my account?

To apply a gift card to your account, simply click here and enter your unique gift card code.


Do you have a sustainability policy?

We do! One of our goals at Thread is learning how to become a more sustainable company. There’s a lot to figure out, and we’re only just at the beginning. That said, we’re making progress. Below we’ve listed some of the ways we’re working towards our goal.


How does your recycling program work?

Send us your pre-loved clothes along with your Thread returns, and we’ll recycle or donate them for you.

How it works

  1. Gather any pre-loved clothes you’d like to recycle or donate. They can be in any condition, as long as they’re clean, but we can't accept underwear or face masks.
  2. Please use a recyclable bag to separate your pre-loved clothes from your Thread returns before including them in the packaging your order was sent to you in.
  3. Send us the package containing your clothing donations using the same method outlined on your returns form.
  4. Donations will be hand-sorted for resale by our charity partner in their network of shops. All remaining clothes will be recycled.

Any other questions?

Whether it’s a question, problem or idea, we love hearing from you at support@thread.com.


Who are the people who make Thread anyway?

The 64 people working remotely: Johanna, Nina, Dan, Freddie, Giacomo, Mike, Taija, Amy, Leanne, Grace, Will, Megan, Robin, Chloe, James P, Alex A, Mo, Rachel, Ed, Noah, Polly, James B, Tom M, Claire, Tasnima, Hannah A-H, Anda, Sam D, Akshata, Ciara, Lizzie, Millie, Becks, Tom O, Toby, Kieran, Malte, Brooke, Carlos, Ben L, Emma, Kev, Anamaria, Alex I, Hannah T, Ludo, Ella, Vicky, David, Lucian, Sophie, Aaron, Sam S, Charles, Allison, Alicia, Sam V, Peter, James C, Ben P, Terry, Artemis, Kelly and Sham.