Refund policy
At Stay Threads, we want you to love everything you order from us. If something is not right, we are here to help. Please read our policy carefully before reaching out.
Our Commitment
We stand behind the quality of everything we sell. If there is an issue with your order, we will work with you to make it right. Your satisfaction matters to us and we are committed to resolving any problems quickly and fairly.
Eligibility for Returns & Refunds
You may be eligible for a return or refund within 30 days of receiving your order under the following conditions:
✅ Eligible Reasons:
- Defective Product: Your item arrived with a manufacturing defect
- Damaged During Shipping: Your item was damaged in transit
- Wrong Item Received: We sent you the incorrect product
- Significantly Different: The product is significantly different from what was described or shown
❌ Not Eligible:
- Change of Mind: You simply changed your mind after ordering
- Minor Color Variations: Slight color differences due to screen display settings
- Buyer's Remorse: You decided you no longer want the item
- Incorrect Personalization: You entered incorrect personalization details at checkout
- Shipping Delays: Delays caused by the shipping carrier
Return Process
If you believe your order qualifies for a return, please follow these steps:
Step 1: Contact Us
Email us at staythreads@gmail.com within 30 days of receiving your order with:
- Your order number
- Reason for return
- Clear photos showing the issue
- Your preferred resolution (refund, replacement, or store credit)
Step 2: Wait for Approval
Our team will review your request within 1-2 business days and respond with:
- Approval or denial of your return request
- Return shipping instructions if approved
- A return authorization number
Step 3: Ship the Item Back
If your return is approved:
- Pack your item securely in its original condition
- Include your return authorization number
- Ship to the address provided by our team
Note: Customers are responsible for return shipping costs unless the item is defective or we made an error.
Step 4: Receive Your Refund
Once we receive and inspect your returned item:
- Refunds will be processed within 5-7 business days
- Refunds will be issued to your original payment method
- You will receive a confirmation email once processed
Defective or Damaged Items
If your item arrives defective or damaged:
- We cover return shipping costs
- You may choose between a full refund or a free replacement
- Please contact us immediately with photos so we can resolve the issue quickly
Wrong Item Shipped
If we sent you the wrong product:
- We cover return shipping costs
- A free replacement will be sent immediately
- We sincerely apologize for any mix up and will make it right as fast as possible
Refund Methods
Refunds will be issued to your original payment method:
- Credit/Debit Card: 5-7 business days, though this may vary depending on your bank
- Store Credit: Issued immediately upon approval as an optional alternative
Note: Original shipping costs are non-refundable unless we made an error or the item is defective.
Exchanges
At this time we do not offer direct exchanges. If you would like a different item:
- Request a return and refund for your current order
- Place a new order for what you want
This ensures you get what you are looking for as quickly as possible.
Lost or Stolen Packages
Stay Threads is not responsible for packages that are:
- Lost by the shipping carrier after delivery confirmation
- Stolen after delivery
- Delivered to an incorrect address provided by you
If your tracking shows the package was never delivered, please contact us and we will do our best to help resolve the situation.
Cancellations
Before Production: If you need to cancel your order within 24 hours of purchase and before production begins, email us immediately at staythreads@gmail.com. We will issue a full refund if your order has not started processing.
After Production Begins: Once your order enters production we cannot cancel or refund as it is being made specifically for you.
Late or Missing Refunds
If you have not received your refund after the processing period:
- Check your bank account or credit card statement
- Contact your bank as processing times can vary
- If it has been more than 10 business days reach out to us at staythreads@gmail.com
Questions or Concerns?
We are happy to help. If you have any questions about our policy or need assistance with a return please reach out:
We will get back to you as quickly as possible and work with you to find the best solution.