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Shipping & Return

Returns/Refund Policy

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Thank you for choosing Thread Geeks. Because we provide a highly specialised, custom kitting service, our processing and shipping terms are tailored to protect the craftsmanship of your order.

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1. Processing & Dispatch Times

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  • Custom Made to Order: Every kit and thread pack is individually prepared by hand, meticulously measured, cut from genuine DMC wholesale cones, and looped onto custom cards.

  • Timeline: Please allow 4 - 6 weeks for your order to be processed and dispatched.

 

2. UK Shipping Rates

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  • Free UK Delivery: All orders include complimentary Royal Mail Tracked delivery.

  • Tracking: Once your order is dispatched, you will automatically receive a tracking link via email to follow your delivery.

 

3. Order Cancellations

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  • 24-Hour Grace Period: Because threads are cut specifically to fulfill your order, you can cancel your order for a full refund within 24 hours of purchase.

  • Once cutting and carding have commenced after this 24-hour window, cancellations can no longer be accepted.

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4. Returns & Refunds

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  • Custom Goods Exemption: Under UK Consumer Contracts Regulations, personalised or custom-made goods (such as threads cut to specific lengths or palettes for a custom order) are exempt from standard statutory return rights.

  • Our Policy: Consequently, we cannot accept returns or offer refunds if you change your mind or if you mistakenly assumed the cross-stitch pattern/chart was included (with thread packs).

  • Errors or Shortages: If we have made a mistake with your colour counts or if a strand is missing, please contact us within 14 days of delivery at contact@threadgeeks.co.uk and we will dispatch the corrective threads immediately at our expense.

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International & Overseas Orders (Outside the UK)

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We happily ship our premium pre-sorted thread collections to stitchers worldwide!

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However, please note the following terms before purchasing:

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Import Duties & Taxes: All prices and shipping rates listed on our store are strictly exclusive of local import duties, VAT, customs clearance fees, or delivery handling charges.

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Buyer Responsibility: Any additional import charges imposed by your country's customs authorities are the sole responsibility of the buyer. Thread Geeks cannot predict, calculate, or pay these fees on your behalf.

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Customs Clearance Delays: Parcels passing through international customs may experience processing delays outside our control. Please monitor your provided Royal Mail international tracking link for local updates.

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Refusal to Pay: If a package is rejected or returned to us because a customer refuses to clear local customs or pay their import tax, the cost of original postage and any return courier penalty fees will be strictly deducted from any potential refund.

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