Refunds & Returns
We want you to be happy with your Thread & Fern order. But if something isn't quite right, we're here to help.
Changed Your Mind?
If you've changed your mind about your purchase, you have the right to cancel your order within 14 days of receiving it, without needing to give us a reason.
Once you've told us you'd like to cancel, you'll have a further 14 days to return the item to us.
Please contact us at customer.services@threadandfern.co.uk before sending anything back so we can help you with the return.
Items should be returned in their original condition, with all included materials and packaging where possible.
Please note that if an item has been used or handled beyond what would reasonably be necessary to inspect it, we may be able to make a deduction from the refund to reflect any reduction in value.
How Do I Return Something?
Simply email us at customer.services@threadandfern.co.uk with:
- Your order number
- The item you'd like to return
- The reason for your return, if you'd like to tell us
We'll then let you know what to do next.
Unless the item is faulty or not as described, you are responsible for the cost of returning an unwanted item.
Refunds
Once we receive your returned item, we'll process your refund as quickly as possible.
For cancellations made under your statutory online cancellation rights, refunds will normally be made within 14 days of receiving the returned goods.
Refunds will normally be made using the same payment method used to place the original order.
Faulty or Incorrect Items
We're really sorry if something has gone wrong with your order.
If your kit arrives damaged, faulty, incomplete or different from what you ordered, please contact us at customer.services@threadandfern.co.uk as soon as possible.
Please include your order number and, where possible, a photo showing the problem. We'll work with you to arrange an appropriate solution, which may include a replacement or refund.
Something Missing From Your Kit?
If something is missing from your kit, please get in touch with us rather than returning the whole kit. We'll do our best to get the missing item to you as quickly as possible.
Need Help?
If you're unsure whether your order can be returned, just ask.
Email us at customer.services@threadandfern.co.uk and we'll be happy to help.
We're here to make sure every stitch is a happy one. 🌿
This policy does not affect your statutory rights under UK consumer law.
