Terms & Conditions

Thread Online’s (we, us) website (Site) and related services are made available to you in accordance with the following Terms of Use & Service and any other rules posted on our Site (collectively, the “TOS”). Please read the TOS carefully before placing any orders on www.thread.com.

Thread Online is a trading name of Thread Online Limited, a company registered in England and Wales under registration number 08226798. Our registered address is 1 Alie Street, London, E1 8DE. Our VAT number is 150 8960 02 .

We may modify the TOS from time to time. Please read the TOS and check back often. If you do not agree to any change to the TOS then you must immediately stop using the Site. Any changes made after you have placed an order will not affect that order unless we are required to make the change by law.

Registration

To use some of the services or features on Thread you will need to register. When registering you will be asked to provide information about yourself and your style preferences so we can personalise your Thread experience. Please provide information that is true, accurate, up to date, and complete. Should any of the information provided during registration change, you can update your settings on the Site.

The account password you provide should be unique and kept secure, and you must notify us immediately of any breach of security or unauthorised use of your account.

To unsubscribe email us at support@thread.com.

Eligibility to Purchase

In order to make purchases on Thread you will be required to provide your personal details. You’ll need to provide your real name, phone number, e-mail address and other requested information as well as your payment details.

By completing checkout you are confirming that the payment card belongs to you or you have the explicit permission of the payment card owner to use it. At times Thread will have to validate payments by obtaining authorization from the card issuer. If the issuer of your payment card refuses to authorize payment to Thread, we will not be liable for any delay or non-delivery of your order.

Purchases can be made using cards issued in the UK. Debit and credit cards are accepted from the following providers: Mastercard, Visa, American Express.

We may have to check your order for compliance with our security systems, this may delay your order being confirmed and shipped, we may also need to contact you to confirm some details before completing your order.

Orders

All orders are subject to acceptance and availability; items in your shopping basket are not reserved and may be purchased by other customers.

Thread offers products for sale that are in stock and available for dispatch from our suppliers. For some items offered on the Thread website, we act as your agent to purchase the items from a third party. We make every effort to ensure supplier stock levels are accurate at the time of your purchase; occasionally however, inaccuracies in supplier information may result in items going out of stock before your order is fulfilled. This is also possible if we receive damaged/faulty items from the supplier and are unable to order a replacement due to a lack of stock.

Acceptance of Your Order

Non-acceptance of your order (or parts of your order) may be due to any one or more of the following non-exhaustive reasons:

  • A product you ordered is out of stock;
  • We are unable to obtain authorization for your payment;
  • We have identified an error with a product description, including but not limited to a pricing error;
  • You do not meet the eligibility requirements as specified in these Terms and Conditions;
  • There is a system or procurement failure;
  • You fail our customer validation checks;
  • There are restrictions (legal or otherwise) or practices in relation to a Product which prevent us from being able to sell or deliver it to you; or
  • We believe you are generating orders for commercial gain and not personal use.
  • Pricing Policy

    All prices on the Site are shown in GBP inclusive of VAT. All prices and offers remain valid only as long as advertised.

    Price Changes

    Although we try to ensure all our products' prices displayed in the product description are accurate, errors may sometimes occur. If we discover an error in the price of a product we shall be under no obligation to accept or fulfil an order for this product at the incorrect price and reserve the right to cancel such an order that has been accepted or is in transit.

    Sale Price Policy

    We are not able to offer sale price adjustments. A sales price adjustment is any form of compensation for a reduction in price of an ordered item.

    Sitewide Promotions

    When we are running a Sitewide Promotion, this discount cannot be combined with other discounts, including Welcome Gift Cards or Referral Discounts.

    Referral scheme discounts

    As a referrer, you have a limit of 5 successful referrals within a 24-hour period, or 25 referrals in the space of 1 calendar year. Thread reserves the right to cancel or amend the referral scheme or these Terms and Conditions if it has reasonable grounds for doing so.

    If we think there is or has been misuse of a discount code or referral code in any way, we can cancel your discount code and/or suspend or even close your account.

    If a discount code or referral code can’t run properly because of fraud, tampering, technical errors, or anything else that is beyond our control that affects the running or fairness of the discount code or referral code – we can cancel, modify, or suspend the promo code.

    You cannot use referral codes to refer yourself; referees should be registered under a different name and bank card to the referrer.

    Gift Cards

    Thread reserves the right to cancel any gift cards in its sole discretion where fraud or misuse is suspected.

    You can only use one gift card per order. If you received multiple gift cards and would like to use these on one single order, please contact support@thread.com before redeeming these on our website.

    Thread Virtual Gift Cards are sold subject to the following terms and conditions:

  • Gift Cards have no expiry date.
  • Gift Cards can be redeemed against all products on the www.thread.com website.
  • You must have a Thread account to redeem a Gift Card.
  • Gift Cards must be added to the user’s account before use, they cannot be added during checkout.
  • Gift Cards are non transferable and may not be returned or redeemed for cash.
  • If your order total is less than the value of the Gift Card, the remaining balance will be credited to your account and will be redeemed against subsequent orders. You may check your Gift Card balance online via your Gift Card page.
  • If your order exceeds the value of the Gift Card the excess must be paid by credit or debit card.
  • If you return products you have purchased using a Gift Card, the remaining balance will be credited to your account as a discount and will be redeemed against subsequent orders.
  • Gift Cards will be e-mailed to the recipient once payment has been taken or on the specified delivery date, whichever is later. A copy will also be sent to the sender as confirmation of dispatch.
  • Thread is not liable for delivery of a Gift Card to an incorrect or non-existent email address. This is the sole responsibility of the purchaser although we can help to resend the Gift Card where possible.
  • Thread is not responsible if a Gift Card is lost, stolen, destroyed or used without permission, although we can help with the recovery of misplaced unused Gift Cards.
  • Thread reserves the right to cancel a Gift Card if we deem such action necessary.
  • Portrayal of Products

    We make every effort to portray items accurately but slight variations may occur. All measurements quoted are approximate and we make an effort to ensure that the reproduction of colours is as accurate as possible. Please note there may be variations in colours dependent on the calibration and settings of individual screens.

    Delivery

    Delivery takes between 2-6 days increasing to 2-10 days during busy seasons (Christmas and sale periods). We cannot guarantee delivery on a specified day and delivery may be delayed due internal or third party delays.

    You must provide us with complete and accurate delivery address information at the point of submitting your order. We cannot guarantee that it will be possible to modify the delivery address once the order has been submitted. For the avoidance of doubt, this includes not only the address that your Order is going to, but also the name of its recipient. We will not be liable for the delivery of your Order as a result of you supplying us with incomplete or inaccurate information.

    Damages, defects, missing items or any errors not reported within 14 working days of your order being delivered will be considered at our discretion.

    If you haven’t been able to locate your order despite it being marked as delivered, please let us know within 14 working days from the date your order has been marked as delivered, and we’ll do our best to help you.

    Returns

    We hope you are very happy with your purchase, but if you wish to return a product to us for any reason please do so within 100 days of receiving your order. It must be in a saleable condition and in its original undamaged packaging as well as having all of the tags attached, make sure it is packed up securely with the returns form and we will refund you for the product on receipt. We will not refund the shipping fee on non-faulty items.

    Returns outside this timeframe may be accepted at our discretion and may only be refunded as a store credit.

    The returned product must be unworn, in a saleable condition, and in its original undamaged packaging as well as having all of the tags attached.

    We reserve the right to consider the condition of any product that you wish to return and make any deductions if there are indications that the product, its tags, security devices, or seals have been used, removed, broken, or tampered with.

    Make sure that your product is packed up securely with the returns form, and that you keep your proof of postage receipt. We will refund you for the product on receipt; however, we will not refund the shipping fee on non-faulty items.

    Orders placed using a tier-based discount promotion are subject to terms and conditions, and exclusions may apply. If items are returned from orders made using a tier-based discount promotion or a promotion with a minimum spend, where the total value of the order falls below the minimum spend required to be eligible for the discount, the items that are kept by you will revert to full price and the refund you receive will be adjusted accordingly.

    We are not able to accept returns of underwear, swimwear, piercings, or face masks, except in cases where the item is found to be faulty.

    This does not affect your statutory rights.

    To return an item, complete the returns form provided with your order and attach the freepost returns label (Royal Mail or CollectPlus) or go to our returns page for more options. A proof of postage certificate is provided free of charge in all cases and this is the only proof we can accept.

    When we may withhold issuing a refund

    We will refuse a return:

  • on grounds of hygiene; or
  • if the item is not eligible for a refund (in the case of underwear, swimwear, piercings, or face masks); or
  • if an item has been damaged, soiled, washed, altered, or worn, or if the original tags or labels are no longer intact and/ or attached to the relevant item; or
  • if the item(s) returned to us do not match what you received; or
  • if you have returned items after the expiry of the returns period.
  • If we refuse a return for any of these reasons, we will not issue you with a refund. We will send the item(s) back to your original delivery address and contact you via the email address you have provided to let you know.

    Your item(s) should be sent back to us within 100 days of receiving your order. Returns outside this timeframe may be accepted at the discretion of Thread and may only be refunded as a store credit.

    In certain cases, for example where we have had to refuse multiple returns by you, or there are suspicious circumstances relating to the return, we might also have to deactivate your account and any associated accounts (see ‘Fair Use’ above).

    If any of the above happens to you, and you think we’ve made a mistake, please get in touch with our Customer Support team and we’ll be happy to discuss it with you. This does not affect your statutory rights.

    Please retain a copy of your proof of postage receipt until a refund is successfully processed back into your account.

    Should you prefer to ship the return using a different courier, return shipping fees will be completely at your expense. In this case, we strongly recommend you choose a trackable and insured delivery service, as we cannot be responsible for any issues that may arise from the loss, damage, or theft of returns that were not shipped using one of our pre-paid returns labels.

    Cancellation

    To request an order or item cancellation, contact our support team by emailing support@thread.com, or by contacting us via live chat or phone if these channels are available. It may not always be possible to cancel your order if it’s already being processed on our system. In this case, you are able to return the order for free and receive a refund, in line with our returns policy. This does not affect your statutory rights.

    Liability Disclaimer

    The total liability for any claim against Thread shall not exceed the price of goods supplied by Thread to the customer. We accept liability for death or personal injury caused by our negligence or willful misconduct, this is not limited by the previous condition.

    We will not be liable to you for any indirect or consequential loss, damages or expenses (e.g. loss of profits) save as precluded by law.

    If Thread fails to comply with the TOS, we are responsible for loss or damage you suffer as a foreseeable result of us breaching the TOS to the limit of the purchase price. Loss or damage is foreseeable if it is obvious that it will happen or if, at the time the contract is made, both you and Thread knew it might happen, for example, if you discussed it with us during the sales process.

    Buy now, pay later

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