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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 5 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. 

All returned item(s) should reach us within 10 working days (Local Singapore orders) or 20 working days (International orders) from the date parcel was delivered. Returns will only be accepted for an item(s) in its original condition (tag intact, unworn, unwashed, unaltered, unspoilt and no cosmetic stains).

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. 

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 parcel was delivered. 

In light of the recent Novel Coronavirus situation and for the safety of our staff and customers, we have temporarily ceased the option for returns at our physical office. All customers are required to send their return items via mail instead. 
 

Mail With A Tracking Number
Alternatively, you may also mail the parcel with a tracking number to:

The Thread Theory
6 Harper Road #04-03
Leong Huat Building
Singapore 369674

Please complete and pack this Returns 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 and mailed 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. 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 90 days. 

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.


In the event that:

2. Defective Items Received

We apologise for mailing the defective item. Please email us at [email protected] 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 90 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.

Return parcels should reach us within 10 working days (Local Singapore orders) or 20 working days (International orders) from the date parcel was delivered. 

3.  Incorrect Item(s) Received

We apologise for mailing an incorrect item. Please email us at [email protected] 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 90 days from the day we received the returned parcel.

Return parcels should reach us within 10 working days (Local Singapore orders) or 20 working days (International orders) from the date parcel was delivered. 

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.