Shipping & Return
Returns/Refund Policy
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.
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.
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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.
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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.
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Once cutting and carding have commenced after this 24-hour window, cancellations can no longer be accepted.
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.
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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).
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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.
International & Overseas Orders (Outside the UK)
We happily ship our premium pre-sorted thread collections to stitchers worldwide!
However, please note the following terms before purchasing:
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.
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.
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.
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.