Policy
Refunds
Effective November 3, 2026
The short version
Refunds are issued for damaged items only, and the damaged piece has to come back to us. Report it within 30 days of delivery and we'll send a prepaid return label — no cost to you.
What counts as damage
The item arrived damaged, or the damage came from how it was printed or made — a hole, a seam that came apart, a print that peeled or cracked, or a fault in the garment itself.
How to claim
- 1
Tell us within 30 days
Email tracethreads.business@gmail.com within 30 days of delivery with your order number and a photo of the damage.
- 2
We send a prepaid label
Once we've confirmed the damage, we email a prepaid return label and instructions on how to pack it.
- 3
You return the item
Drop the parcel off. The refund can't be processed until the damaged piece is back with us — this is required on every claim.
- 4
We refund you
Your refund goes back to the original payment method within 10 business days of the return arriving. Your bank may need a few extra days to post it.
What we can't refund
- Changing your mind, or ordering the wrong size.
- Normal wear after the item has been used.
- Damage from washing, drying or storing it wrongly.
- Items returned without a prepaid label from us, or without the item actually coming back.
Prefer the same piece swapped rather than refunded? Say so when you write to us and we'll arrange an exchange if that design is still in stock.
Shipping & delivery questions
Shipping rates and delivery times are calculated at checkout based on your address, and US orders over $60 ship free. Read FAQ & Shipping for the rest.