Return Policy

An order may be returned within 30 days of the delivery date recorded by the carrier.

The period runs from recorded delivery rather than from the date of purchase, so a consignment collected late still retains the full period.

Where an order has not yet been dispatched it may be cancelled, and the full amount is refunded without the need to return anything.

Requests received after the window has closed are considered individually under the section on late returns.

The window applies to each order rather than to each item, so where one order contains several items the same deadline governs all of them.

An item is eligible for return where it is unused, unwashed and free of marks, odour or pet hair, and is returned with its original packaging, tags and any accessories supplied.

Garments should be tried on over the customer's own clothing. Items returned with make-up marks, stretched necklines, missing tags or damaged fastenings may be refused or refunded at less than the price paid.

Where eligibility is unclear, Thread & Tweed will request a photograph and explain the basis of its decision before a conclusion is reached.

Proof of purchase, in the form of the order reference from the confirmation email, is required in every case.

Items supplied as part of a set must be returned as a complete set; a single piece from a set cannot be accepted on its own.

A return is started by writing to support@yvetteus.shop with the order reference, the item concerned and a brief statement of the reason.

A return address and packing instructions are supplied in reply, normally within one working day. Items should not be posted until that reply has been received, because a return sent without prior agreement cannot be matched to an order.

The order reference should be written inside the parcel as well as on the outer label, so that the return can be identified if the label is damaged in transit.

Proof of postage should be retained until the refund appears; it is the only means of tracing a return that goes astray.

Returns should not be handed to a third-party collection service, because Thread & Tweed cannot verify receipt of a parcel that never arrives at the address supplied.

Where the return arises from a change of mind, the customer arranges and pays for return carriage, and the original outward postage is not refunded.

Where the item arrived damaged, faulty or different from what was ordered, Thread & Tweed meets the cost of return carriage and refunds the full amount paid, including postage.

A tracked service is recommended for all returns. An untracked return that is lost in transit cannot be refunded, because there is no means of establishing what became of it.

Where several items from one order are returned, they should be sent together where practicable; separate parcels are treated as separate returns and each attracts its own carriage cost.

Thread & Tweed issues the refund to the original payment method within seven calendar days of the returned item arriving and passing inspection. The bank's own posting time follows afterwards and sits outside that period.

Inspection confirms that the item is unused, complete and matches the description. Where something is missing, the customer is contacted before any deduction is applied.

Refunds cannot be issued to a different card, a different account or in cash; the reversal must follow the original transaction.

Where an order was paid partly with store credit, the refund is apportioned in the same proportions as the original payment.

Certain categories cannot be returned, either because they cannot be resold safely or because there is no means of verifying what has happened to them since dispatch. The following are excluded from the return policy.

Underwear, swimwear, pierced jewellery and opened cosmetics cannot be returned, for hygiene reasons, because they cannot be resold once the seal is broken.

Garments that have been worn, washed, altered, cut or embroidered are excluded, as are those returned without their original tags.

Items marked as final sale on the product page are not returnable; the marking is displayed before the checkout is reached.

Single pieces from a matched set cannot be returned on their own; the set must come back complete.

An item returned without prior agreement, or sent to an address other than the one supplied by Thread & Tweed, cannot be matched to an order and may be declined. Where a customer is unsure whether an item falls within an exclusion, Thread & Tweed will confirm the position before anything is posted.

A return that reaches Thread & Tweed after the return window has closed is assessed individually rather than refused automatically. It may be accepted, or returned to the customer at their cost.

Parcels refused at the door, or returned as undeliverable because delivery was not taken, are treated as change-of-mind returns: the item price is refunded once the parcel reaches Thread & Tweed, but the original postage is not.

Where the customer disputes an inspection outcome, Thread & Tweed will set out the findings in writing and, where photographs were taken on arrival, share them.

A dispute may be escalated by replying to the original decision email; the matter is then reviewed by a second member of staff.