Return Policy

Working Days: Monday to Friday (Excluding Weekends, Public Holidays and Office Closure). 
Email: [email protected]

Enquiries regarding returns will be attended to within 1 to 3 working days (excluding weekends and public holidays). Please refrain from sending us multiple emails as 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.

Strictly no cash refund for items purchased from our site. 

1. Returns For Regular-Priced Items

We accept returns for all regular-priced items* purchased directly from our online store in exchange for store credit of the item value. The store credit is valid for 180 days.*Exclude: Sale items, life style items, intimates, accessories, bags and orders made with discount code. 

Returns will only be accepted for an item(s) in its original condition (tag intact, unworn, unwashed, unaltered, unspoilt and no cosmetic stains). 

HOW TO RETURN:
1) Log in to your account.
2) Click on My Orders.
3) Find the order which you would like to return and click on Return.
4) Select the item you would like to return, key in the Quantity and Reason for Return
5) Click Add Item To Return if you have more than 1 item to return from the same order. 
6) After submission of the return, you may choose to mail back (details below) or do a direct return to our office. Return parcels should reach us within 10 working days (Local Singapore orders) or 20 working days (International orders) from the date the parcel was delivered. 

OPTION 1) Drop Off At The Thread Theory Office
Drop off at The Thread Theory office (address stated below) on Mondays to Fridays between 3:30PM to 6:30PM (Excluding weekends, Public Holidays and Office Closure). Kindly print and complete this Return Form to pass it to the staff.
 
Office Closure Dates (2021): 3 May, 24 to 27 Dec, 31 Dec 2021 to 3 Jan 2022 & on all Singapore Public Holidays  
 
IMPORTANT: In light of the current COVID-19 situation, please opt for delivery and do not visit our office if:
  • You are feeling unwell (including and not limited to flu, cough, fever, chills, runny nose)
  • You are under Leave Of Absence or Quarantine
  • You have travelled overseas in the past 1 month

As a precautionary measure, guests are not allowed to enter our office premises unless otherwise arranged. Please press the doorbell and wait outside the office while we retrieve your item for exchange. Thank you!

Directions to our officeIf you are taking the train, please exit from Tai Seng MRT Exit A. Turn right to exit the MRT entrance, and right again. Leong Huat Building should be straight ahead just 1 minute down the road. It is an off-white building with orange horizontal lines across its facade. Our unit is #04-03.

OPTION 2) Return Via Mailing With A Tracking Number
You may mail back the parcel with a tracking number to:
 
The Thread Theory
6 Harper Road, Leong Huat Building, 
#04-03, Singapore 369674

Office Closure Dates (2021): 3 May, 24 to 27 Dec, 31 Dec 2021 to 3 Jan 2022 & on all Singapore Public Holidays  
 
Please complete and pack this Return Form together with your returned item(s). State your name, Order ID number and return address on the back of the envelope. 
 
Please ensure that item is unwashed, unscented, unaltered, unworn with tags intact and in its original condition (eg. no cosmetic stain) with original plastic packaging. Please mail the item in an opaque envelope (you may re-use any polymailer by flipping inside out. For envelopes, please tape the sides to prevent damage during transit or wet weather). 
 
It is important to choose a traceable mode of mailing as we can only process the parcels that reach us. Please keep the tracking number and receipt until you receive an email from our Returns Team confirming that your return has been processed. Postage costs for returned parcels will be borne by customers.
 
The store credits will only be processed within 3-7 working days (excluding weekends, public holidays, and office closure) upon the receipt of the returned parcel. It will be issued into your member account’s E-Wallet and valid for 180 days.

All store credits will be credited into the E-wallet of the account which was used to place the order, it cannot be transferred to another account. Store credit can only be used once, and is not applicable for another return and exchange. Postage costs for returned parcels will be borne by customers. 

The Thread Theory reserves the right to reject the return of any item it deems unsuitable and/or do not fulfill the criteria for returns aforementioned.


2. Defective Items Received

We apologise for mailing the defective item. Please email us at [email protected] within 14 days from the date parcel was delivered 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 0.7" 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 180 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.

3.  Incorrect Item(s) Received

We apologise for mailing an incorrect item. Please email us at [email protected] within 14 days from the date parcel was delivered 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 180 days from the day we received the returned parcel.

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.