Return & refund policy

Personalised items

Personalised pieces are made to your order and carry text nobody else asked for, so they cannot be sold to another customer. That puts them outside the change-of-mind returns you would get on ordinary stock — please check your spelling, and the live preview on the product page, before you order.

This does not affect anything below. A fault is a fault whether or not your name is on it.

Ready-made items

Anything that has not been personalised can be returned unused and in its original condition. Email info@threadsonkiwi.co.nz with your order number and we will arrange it with you.

Faults, damage, and our mistakes

These are always covered, personalised or not:

• The embroidery is not what you ordered — wrong spelling, wrong colour, wrong font, wrong placement.
• The item arrived damaged, or was damaged in transit.
• The item is faulty, or is not what was described on the site.

What to do

Email info@threadsonkiwi.co.nz with your order number and a photo of the problem. We will restitch the piece, replace it, or refund it — and for a fault we cover the return postage.

Please get in touch within a reasonable time of receiving your order. The sooner we know, the easier it is to put right.

Changing or cancelling an order

Email us as soon as you can. Because everything is stitched after you order, we start quickly — if the embroidery has not begun we can change or cancel it. Once a name has been stitched, the item cannot be altered.

How refunds are paid

Refunds go back to the card or payment method you paid with, through our payment provider. How quickly it appears is up to your bank rather than us — usually a few business days.

Your rights under New Zealand law

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986. Those rights apply regardless of what any shop's returns policy says, and they cover goods that are faulty, not as described, or not fit for their purpose.

If you think something has gone wrong and this page does not cover it, write to info@threadsonkiwi.co.nz anyway. We would rather hear about it.