Refund policy

Refund Policy

At THAMES THREADS, we are committed to ensuring our customers are 100% satisfied with their purchases. If you are not satisfied with your order for any reason, we are here to help. Please review the return process and policies outlined below.

You can initiate your return through our Return Portal by clicking here.

Return Period

You have 30 days from the date you receive your order to request a return or exchange.

Eligibility for Returns

To be eligible for a return or exchange, the following conditions must be met:

  • Items must be in the same condition as received: unworn, unused, with original tags, and in original packaging.

  • You must include your order number or sufficient order details on the return label or inside the package.

  • Your return, exchange, or refund request must be approved through our returns management platform.

  • You must use the return shipping label we provide.
    Failure to use our provided label will result in denial of the refund or exchange, as we cannot verify returns sent outside our system.

This policy is in place to ensure accurate tracking and verification of returned orders.

Non-Returnable Items

  • Pre-ordered products

  • Items that have been used or are not in original condition

Common Return Reasons & Solutions

Arrived Late

If your order arrives later than the promised maximum delivery time (21 days), you are eligible for a $8 refund as compensation.

Defective / Manufacturing Defects / Quality Issues

If the product has a defect or quality issue, we will send you a replacement free of charge.

Doesn’t Fit (Wrong Size or Color Ordered)

You may return or exchange the item; however, return shipping costs are the customer’s responsibility.

Changed Your Mind

Returns or exchanges are accepted, but return shipping costs apply.

Wrong or Missing Item Received

You may return the incorrect item at no cost, or we will send a replacement free of charge.

Parcel Damaged on Arrival

If your package arrives damaged, we will send a replacement free of charge.

Incorrect Shipping Information

Please double-check your shipping details before placing an order.
THAMES THREADS is not responsible for lost or stolen packages marked as delivered to the address provided. Delivery confirmation details will be supplied upon request.

Other Issues

Please contact us directly at info@thamesthreads.com, and we will assist you.

How to Return Your Order

  1. Initiate Your Return
    Submit your request through the Return Portal within 30 days of delivery, including your order number and return reason.

  2. Approval & Return Address
    Our support team will review your request and provide the return address if approved.

  3. Prepare Your Package
    Pack the item securely in its original packaging with all included accessories.

  4. Ship the Return
    Use the provided return label and share the tracking number with our support team.

  5. Refund Processing
    Once received and inspected, refunds are processed within 3 business days to the original payment method.

Inspection & Refund Deductions

Inspection may take up to 3 business days after receipt.

If returned shoes show signs of use, the following deductions may apply:

  • 30% deduction – Visible exterior stains or dirt

  • 50% deduction – Clear signs of wear on soles or insoles, discoloration, or odor

Items must be returned in original condition to qualify for a full refund.

Refunds typically appear in your account within 5–7 business days after approval.

Products Damaged on Arrival

If your product arrives damaged:

  1. Take clear photos showing the damage and shipping label

  2. Email the photos within 5 days to info@thamesthreads.com

We will send a replacement free of charge. If a second defect occurs, a full refund will be issued.

Lifetime Warranty

Our Lifetime Warranty covers defects in materials or craftsmanship and allows one replacement per unit purchased.

Please note:

  • One Lifetime Warranty applies to one product only

  • Multiple items require multiple warranty purchases

Cancellation Policy

  • Orders may be canceled within 24 hours of placement at no cost

  • After 24 hours, a 10% administration and restocking fee applies (based on the base product price before discounts)

Partial Refunds

At our discretion, we may offer a partial refund or store credit.

  • Acceptance of a partial refund is final

  • Once accepted, no additional refunds or replacements will be issued for that item

Chargebacks & Disputes

Our support team is always ready to help. Please contact us before filing a chargeback so we can resolve the issue quickly and fairly.

Email us at info@thamesthreads.com — we are on your side.

Additional Information

  • All returns must be approved before shipping

  • Unauthorized returns will not be accepted

  • Our support team is available 6 days a week

Thank you for choosing THAMES THREADS. We truly appreciate your trust and are committed to your satisfaction.