Refund policy

Cancel before dispatch

To cancel an order before we dispatch it, email hello@threadsocietyuk.com as soon as possible. Include your order number and put “Cancel order” in the subject line so we can identify it quickly.

If your order has not been dispatched, we will stop it and refund your payment. If it has already been dispatched, we cannot stop the parcel in transit: we will handle the request through the returns process below. Dispatch does not remove your statutory right to cancel.

Returns after dispatch

For a change-of-mind return, email us with your order number and the item you are returning. You can give notice of cancellation at any time up to 14 days after the day you receive the goods, without giving a reason. You then have a further 14 days after giving notice to send the goods back.

We will email the parcel return address and instructions. Please use that address: our registered office cannot accept parcels. Keep your cancellation email and proof of posting so the request and return can be traced against your order.

You pay the direct return postage for a change-of-mind return. You may inspect and try on footwear as you would in a shop; please avoid outdoor wear. We may make a lawful deduction for loss in value caused by handling beyond what is necessary to establish the goods' nature, characteristics and functioning. Original packaging is appreciated but is not a condition of your statutory cancellation rights.

Faulty, damaged or incorrectly described items

Email us with your order number and details of the issue so we can assess it and arrange the appropriate remedy and return method. Your statutory rights for faulty or incorrectly described goods are unaffected.

Refunds

For a full cancellation, we refund the item price and our standard outbound delivery charge. Any extra paid for a premium delivery service above the standard cost is not included. We refund to the original payment method, without a refund fee.

For an order stopped before dispatch, we refund without undue delay and within 14 days of your cancellation notice. For goods already dispatched, we may wait until the goods are returned or you provide evidence that you have sent them back, whichever happens first, and refund without undue delay and no later than 14 days after that earlier date. Any lawful deduction for diminished value will be explained.

Contact us by email

Please use hello@threadsocietyuk.com for order changes, returns and customer support. Quoting your order number helps us keep a clear record. A clear cancellation notice is sufficient; you do not need an approval number, a particular form or our reply to exercise your statutory cancellation right.

Business details and statutory cancellation form. You do not need to use the form: you can email a clear cancellation notice instead. This email-first process does not limit any lawful method of giving notice.