Shipping & Returns
Shipping Policy
At Threads & Stitches, we use The Courier Guy to deliver your package quickly and safely.
Most packages are sent via a Standard Flyer Bag, price rates may vary due to the size and weight of your package. The delivery rate is calculated with your order when checking out your goodies on our online shop.
Delivery is subject to availability and receipt of payment, orders will be processed within 2 days and confirmed by waybill number. Orders are not shipped over weekends or holidays. Your order can be expected within 2-5 working days nationwide.
If we are experiencing high volumes of orders shipments may be delayed. If there is a significant delay in your order we will contact you via email or telephone. It is the customer's responsibility to fill out contact information and delivery address correctly. If your shipping address is incorrect or you would like to change the delivery address, please contact us immediately on info@threads-stitches.co.za with your order confirmation number and address change stated in the subject.
Please note that Threads & Stitches will not be held reliable for packages delivered to the incorrect address if the contact information was given incorrectly. It is the customer’s responsibility to make sure to sign the waybill upon delivery of your goodies. Threads & Stitches will not be held liable for deliveries that are not signed for by the customer.
Threads and Stitches is not liable for any products damaged or lost during shipping. If you have received your order damaged, please contact The Courier Guy to file a claim. Please save all packaging and goods before filing a claim. If your order is lost, Threads & Stitches is compelled to respect the time-frames set by the courier in regards to declaring the loss and the refunding of shipment. Therefore you as the customer are also bound to have the same time-frames: In order for Threads & Stitches to officially declare a parcel lost, you have (10) business days to declare the loss of parcel starting from the date you received a shipping confirmation email. Beyond this time period, no claim will be accepted.
Collect your package:
If you are in the Hermanus area and would like to save on delivery costs we offer collection at our studio from Monday to Friday between 9 am-4 pm. Once your order has been made and we have received receipt of payment your order will then be processed within 2 business days. We will then notify you via email that your order is ready for collection. Please note any orders that have not been collected within a 14 day period your order will cancelled and refunded with store credit.
Return & Refund Policy
Exchanges:
We understand that shopping online doesn’t give you that try-on option so we offer exchanges on full-priced items. But to ensure that you are happy with your item the first time around, please make sure to check out our size guide on measurements and how one can measure up for the perfect fit.
If you wish to exchange your item for a different size please contact us here with your order number and request our exchange form. Please courier the item back to T&S using a tracked method of courier to ensure we receive your item (preferably The Courier Guy). We are not liable for exchanges lost in transit. All exchanges are to be made within 14 days of delivery of date. All exchanges are processed within 3-5 business days. Once your exchange has been processed and approved (unworn, undamaged and with all original packaging and tags intact) we will send you your new item. The customer is responsible for paying the courier costs for exchanges.
Returns:
If you aren’t satisfied with your order we offer returns on all full-price items, not sale items, for store credit. If you wish to return please contact us here with your order number and request our returns form. All returns are to be made within 14 days of delivery of date. Please send the item back to T&S using a tracked method of courier to ensure we receive your item (Preferably The Courier Guy). We are NOT liable for any returns lost in transit.
All returns are processed within 3-5 business days. Once your return has been processed and approved, approved items are as follows *unworn, undamaged and with all original packaging and tags intact as well as the exchange form, we will email you a store coupon for the total amount of the item and a free shipping coupon for your next garment. This can be used within a 6 month period.
Returns on Wrong or Defect Items.
Sometimes mistakes happen and the wrong items or defective items are sent, please contact us here with your order number and state the issue with the garment. All returns are to be made within 14 days of delivery of date. Please courier the item back to T&S using a tracked method of courier to ensure we receive your item (Preferably The Courier Guy). We are NOT liable for any returns lost in transit. Our customers will be reimbursed for delivery costs incurred for wrong or defective items sent by T&S.
All returns are processed within 3-5 business days. Once your return has been processed and approved (unworn, undamaged and with all original packaging and tags intact), and a completed exchange form submitted, we will email you a store credit gift card of the total amount of the item. This can be used within a 6 month period.
​
Order Cancellations
​
If you wish to cancel your order before we have shipped your goodies, we will then give you the value of the item in a store gift card.
No refunds will be allowed or allocated.