Shipping & Returns
All orders are shipped via DPD (mainland GB) or a fully tracked service (Northern Ireland) so you will recieve full tracking and delivery details through their system.
Please send any issues or queries by email to contact@northenthreads.com. Order queries cannot be answered by social channels.
SHIPPING
GB Mainland - FREE DPD Delivery on orders over £80. Standard DPD delivery £4.95.
Northern Ireland - FREE Delivery on orders over £80. Standard tracked delivery £7.95.
International Delivery - Unfortunately we cannot ship internationally at the present time.
RETURNS & EXCHANGES
You can return any unwanted items back to us within 28 DAYS of receiving your order.
You can either return your parcel manually (please follow the instructions below) or use our simple RETURN PORTAL. Returns using our portal will cost £3.95 per order which will be deducted from your refund.
NORTHERN THREADS is not responsible for the cost of your return shipping. If you receive the wrong item or your item is faulty please contact us and we will provide you with a free return shipping label.
NORTHERN THREADS will ship any exchange free of charge. You can manage this exchange through the return portal or manually following the instructions below. If you request an exchange which is not available you will automatically receive a refund.
If you chose to return your parcel manually please use the return form included with your order. If you cannot find this form please contact us and we will provide it for you.
You must include a completed return form with your parcel or the warehouse will not be able to process it.
All returns need to be sent back unused in their original undamaged condition complete with tags and original packaging.
For hygiene reasons underwear can only be returned unopened and unworn.
NORTHERN THREADS cannot accept responsibility for any packages lost in transit so for you own security we recommend using a signed for service. Please keep a record of your tracking number in case of issues.
Depending on the size of the package Royal Mail can be expensive so in these circumstances we recommend trying an online courier comparison site if you are returning a bulky parcel manually without using our RETURN PORTAL.
If you do not have access to a printer please return your parcel to the address below and follow the instructions given:
TDW LOGISTICS - FAO NORTHERN THREADS
UNIT 1 HAWKWELL GREEN
CINDERFORD
GL14 3JJ
Please include CLEARLY WRITTEN details of your NAME, ORDER NUMBER and EXCHANGE / REFUND REQUEST or the warehouse will not know what to do when your parcel arrives.
All refunds and exchanges should be processed by the warehouse within 5 working days of receipt. Depending on your payment method funds can then take up to 5 working days to get returned onto your statement.
Unfortunately NORTHERN THREADS cannot refund your initial shipping charge unless you received the wrong item or your item is faulty.
If your payment was made using a Credit Card then you should expect to receive your refund on the same card.
ATTEMPTED DELIVERIES
If delivery is attempted and your parcel is returned to us we cannot refund you until the products have been returned by the courier. However, if you would still like the products delivered, we will re-dispatch the parcel once it has been returned and forward your new tracking number.
LOST PARCELS
WE MUST BE INFORMED OF PARCELS NOT ARRIVING WITHIN 14 DAYS FROM THE DATE OF DISPATCH. Beyond this date we will not be able to raise an investigation with DPD or issue a refund. Refunds or replacements will only be issued if the parcel is deemed lost in transit by the relevant delivery company after their internal investigation. For DPD this is 6 working days.
MISSING OR DAMAGED PRODUCTS
Every item sold through northernthreads.com is sold in good faith. However if the product is damaged or items are missing from your order on receipt we must be informed within 14 days from the date of dispatch. Beyond this date we will not be able to raise an investigation and issue a refund or replacement.
We always strive to provide the best service, but sometimes we can make mistakes. Please contact us on contact@northernthreads.com and inform us of any damaged, faulty or missing products from your order.
If you report the problem to us under this Condition, once the fault is verified by us our only obligation will be either:
• to replace any Products that are damaged or defective; or
• to refund to you the amount paid by you for the product in question.
Goods are classified as faulty if they are received damaged or where a manufacturing fault occurs. Please note that items that are damaged as a result of wear and tear are not considered to be faulty. Any fault need to be verifed by us either through the return of the item at our expense or at our discretion photographic evidence of the fault.
We will not be liable to you for any indirect or consequential loss, damage or expenses however arising out of any problem you notify us about under this condition and we shall have no liability to pay any money to you by way of compensation other than to refund to you the amount paid by you for the products in question in accordance with these conditions.