THREAD’S TALE / STUDIO INFORMATION
Returns & Refunds
A considered process for commissioned work.
LAST UPDATED · 4 OCTOBER 2026Custom and made-to-order pieces
Custom garments are developed around your approved specifications and measurements. Change-of-mind returns are generally not offered after custom making begins. This does not remove any applicable right to a remedy for faulty goods, deficient service or work that differs from the agreed description.
Something is wrong with your order
Please email info.threadstale@gmail.com as soon as you notice a problem, preferably within seven days of receipt. Include your reference, a description and clear photos. Keep the garment in its received condition while we review the issue. This reporting request does not limit statutory rights.
Assessment and remedies
We assess the issue against the approved design, measurements, materials and service scope. Depending on the circumstances, the appropriate outcome may be an agreed correction, alteration, replacement or refund. We confirm any return instructions and who is responsible for return shipping before you send an item.
Digital work and service cancellation
For commissioned designs, brand identity and other services, cancellation is assessed against work completed and approved costs already committed. Do not assume that all deposits or all digital work are automatically non-refundable. The project agreement sets out payment stages and cancellation treatment, subject to applicable law.
Approved refunds
We confirm the approved amount, payment method and processing schedule in writing. Banking or payment-provider processing may add time. Please contact us if you need an update rather than returning a parcel without agreed instructions.