Frequently Asked Questions

I just placed an order, can I cancel it?

Unfortunately, we are unable to cancel an order once it has been submitted, as we cannot disrupt the workflow process fulfilled by our warehouse team. We strive to dispatch orders efficiently to meet the expectations of our valued clients.

I didn't receive a confirmation email, did my order go through?

As long as you received an order number as part of your checkout, then your order has gone through. Make sure to save your order number for your records. To double check login and ensure your contact info has been entered on your account correctly. 

I didn't receive a tracking number, when should I expect it?

If you are a domestic or international customer, you should receive a shipping confirmation email within 1-3 days of your purchase. If you don't have it, it's possible that it got sent to your spam folder.

Why isn't my order showing up on the tracking page?

Orders that haven't been shipped or scanned by our couriers won't show up on the tracking page. Please allow 2-3 business days for this information to appear.

I emailed customer service, how long will it take them to respond?

For E-Mail, expect a response within 24-48 hours from our representatives. Please allow more time during holiday periods. Our representatives are available Monday-Friday during standard business hours.

Which countries do you ship to?

We currently ship world-wide. Please see our shipping page for more information. 

I just received my online order. Can I return it for a full refund?

Unfortunately, we do not issue refunds. To make the return simply email us and we can confirm. Please refer to our Return/Exchange Policy, located in our footer. If you need to make a return, simply email hello@threads.co.nz and we can help you process this. Please note we do not return any discounted or sale purchases.

Can I exchange my item for a higher priced item if I pay the difference?

Yes, details of exchanges can be discussed via email and processed by our customer service staff.

Can I use my online credit for a phone/email order?

No. Online credits must be used for web purchases only.

Will my online gift card expire?

No, fortunately the gift card that we issue online store credit to will never expire. If by any chance it does or you have any issues with a code online, please email hello@threads.co.nz

Can discount vouchers be used on sale items?

No. All discount vouchers are excluded from sale items.

Have a question that hasn't been answered above?

Email us hello@threads.co.nz