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Refund Policy

1. Overview

At Little Threads, all embroidered and personalised items are produced to order. This Refund Policy explains when refunds, replacements, or repairs may be offered.

This policy should be read alongside our Terms & Conditions and does not affect your statutory rights under UK law.

2. Custom & Personalised Items

Due to the bespoke nature of our work:

  • Personalised and custom embroidered items are non-refundable and non-returnable once production has started.

  • This includes items embroidered with:

    • Names

    • Logos

    • Custom text

    • Bespoke designs

This is in line with the Consumer Contracts Regulations, which exclude personalised goods from standard cancellation rights.

3. Deposits

  • A 50% deposit is required to begin work on all orders.

  • Deposits are non-refundable once production has commenced.

  • Deposits cover costs such as garment sourcing, embroidery setup, and design work.

  • Garments ordered and delivered to Little Threads
    Where garments are ordered on behalf of the client and delivered to Little Threads, returns can only be made within 28 days of delivery. A 15% restocking fee will be charged by the supplier, along with a £12.50 return handling fee. All return fees and costs are the responsibility of the client. After 28 days, garments are non-returnable and non-refundable.

4. Faulty or Incorrect Items

If you believe your order is faulty or not as agreed:

  • You must notify us within 14 days of receiving your order

  • Please provide:

    • Your order details

    • A clear description of the issue

    • Photographic evidence

If the issue is confirmed to be our error, we will offer one of the following at our discretion:

  • Repair

  • Replacement

  • Full or partial refund

5. What Is Not Considered a Fault

The following are not considered faults and are not eligible for refunds:

  • Minor variations in thread colour or fabric shade

  • Slight differences in embroidery placement

  • Natural variations in garment sizing from suppliers

  • Errors present in customer-approved artwork or proofs

6. Non-Personalised Items

Where non-personalised items are supplied (if applicable):

  • Returns may be accepted if items are unused and in original condition

  • You must notify us within 14 days of delivery

  • Return postage costs are the responsibility of the customer unless the item is faulty

7. Cancellations

  • Orders cannot be cancelled once production has started.

  • If cancellation is requested before production begins, this will be assessed on a case-by-case basis.

  • Any costs already incurred may be deducted from the deposit.

8. Refund Processing

  • Approved refunds will be processed using the original payment method.

  • Please allow up to 7 working days for refunds to appear, depending on your payment provider.

9. Contact Us

To report an issue or request a review of your order, please contact us using the details provided on our website.

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