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

In line with the Singapore government’s latest advisory on mandatory closure of all non-essential workplaces from Tuesday, 7 April 2020 for one month, we regret to inform that our office will be closed and there are some changes to our operations. The Covid-19 situation is constantly evolving and there may be unforeseen delays to office reopening.  

What Does This Mean For The Thread Theory?

• Extended Return Policy: Customers have to email their return request to [email protected] within 30 days from the date they received their parcel. Only return requests made via email which fulfill the conditions under our Return Policy will be accepted.
  
  To prevent bounced parcels, customers are advised NOT to mail back the parcel until further written notice from our Returns Team and when the government lifts the mandatory closure of all non-essential workplaces.

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).

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 30 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 30 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.