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Return/Exchange

Office Hours: Monday to Friday - 11:30 A.M to 6:00 P.M (Excluding Public Holidays). 

Enquiries will be attended to within 1 to 3 working days (excluding weekends and public holidays). Please refrain from sending us multiple emails within 2 working days if you do not receive a reply. This will mean your email is pushed further up and it will take us even longer to get back to you. Rest assured we will get back to you as soon as possible.

EXCHANGE POLICY

Strictly no cash refund for items purchased from our site. 
All sale items are also strictly non-exchangeable.

1. EXCHANGES FOR REGULAR-PRICED ITEMS

We accept exchanges for all regular-priced items*. Exchanges will only be accepted for an item(s) in its original condition (tag intact, unworn, unwashed and unaltered).

*Exclude: Sale items, accessories, bags and orders made with discount code.

  • Please email us at returns@thethreadtheory.com with the following information:
    a) Order ID and Item(s) purchased.
    b) Please state your preference of an exchange for 
    1. store credit (of the item value without postage) OR
    2. an exchange for another item or size (Please state preferred item's name, colour and size). 

  • Please kindly note that exchange for another item or size is subject to stock availability
  • Postage to and fro will be borne by customer
  • There will be an admin & handling fee of $0.50 for every parcel related to exchanges 
  • Pack item in its original plastic packaging, mailed in an opaque envelope to prevent clothes from damage in transit.
  • Item(s) has to be mailed back via a delivery mode that provides tracking number
  • Exchange can only be done once for each order.
  • Store credit code is valid for 60 days and can only be redeemed in full within a single transaction. 
  • Store credit code can only be used once, and is not applicable for another return or exchange, or with any further discounts.
  • Thread Theory will not be providing any Returns should you purchase our merchandise from any third party.
  • All returns/exchanges requests have to be emailed within 7 working days (local orders) or 20 working days (international orders) from the day the parcel was shipped. Returned parcels have to be mailed within 3 working days upon receiving an acknowledgement email from the customer care team.

In the event that:

2. DEFECTIVE ITEM(S) RECEIVED

  • We apologise for mailing the defective item. Please email us at returns@thethreadtheory.com with the following information:
    a) Order ID and Item(s) purchased.
    b) Clear picture and description of the defect.

    Our team will furnish you with greater details on returns via email.
  • Returns will only be accepted for an item(s) in its original condition (tag intact, unworn, unwashed and unaltered).

  • Please kindly note that there may be a 0.5" to 0.8" difference in our given measurements as apparels are mass manufactured. In such cases, this will not be considered as a defect and no refunds will be considered.

  • We always strive to depict each item's true colour to the best of our ability. However, colours may still deviate slightly on different screens as different technological devices have varying screen colour resolutions. Such cases will not be considered as a defect.

  • We do not provide cash refunds for returns. A one-for-one replacement will be carried out. In the event that item is sold out, a refund in the form of store credits will be given. Store credits have a validity period of 60 days from the day we received the returned parcel.

  • All returns will be processed within 7 working days from the receipt of the returned parcel.

  • All returns/exchanges are to reach us within 10 working days (local orders) or 20 working days (international orders) from the day the parcel was shipped.

3. INCORRECT ITEM(S) RECEIVED

  • We apologise for mailing an incorrect item. Please email us at returns@thethreadtheory.com with the following information:
    a) Order ID and Item(s) purchased.
    b) Clear picture and description of the incorrect item.

    Our team will furnish you with greater details on returns via email.

  • Returns will only be accepted for an item(s) in its original condition (tag intact, unworn, unwashed and unaltered).

  • We do not provide cash refunds for returns. A one-for-one replacement will be carried out. In the event that item is sold out, a refund in the form of store credits will be given. Store credits have a validity period of 60 days from the day we received the returned parcel.

  • All returns/exchanges are to reach us within 10 working days (local orders) or 20 working days (international orders) from the day the parcel was shipped.

Thread Theory is not liable for amounts beyond the value of item sold. Thread Theory will not be providing any Returns should you purchase our merchandise from any third party. 

SALE ITEMS ARE STRICTLY NON-REFUNDABLE AND NON-EXCHANGEABLE.