Refund policy
Return and Refund Policy
At Thread & Butter, many of our items are custom, personalized, embroidered, or made to order. Because of this, our return and refund policy is different from a standard retail store.
Custom and Personalized Items
Custom, personalized, embroidered, monogrammed, or made-to-order items are final sale and cannot be returned, exchanged, or refunded unless the item arrives damaged, defective, or we made an error with your order.
This includes, but is not limited to:
- Names
- Initials
- Monograms
- Custom wording
- Thread colors
- Font choices
- Design placement
- Personalized product selections
Please carefully review all spelling, initials, colors, product options, and order details before placing your order. Thread & Butter is not responsible for customer-entered spelling mistakes, incorrect initials, wrong color selections, or incorrect product choices submitted at checkout.
Non-Custom Items
Non-custom, non-personalized items may be eligible for return within 14 days of delivery if they are unused, unworn, unwashed, and in their original condition.
To request a return, contact us at hello@threadandbuttershop.com with your order number and reason for return.
If your return is approved, we will provide instructions for where to send the item. Customers are responsible for return shipping costs unless the return is due to our mistake or a defective item.
Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives. If your item is damaged, defective, or incorrect, contact us at hello@threadandbuttershop.com within 3 days of delivery.
Please include:
- Your order number
- A description of the issue
- Clear photos of the item and packaging
If we made an error or the item is defective, we will work with you to make it right. This may include a replacement, repair, store credit, or refund depending on the situation.
Order Changes and Cancellations
Because custom items may begin production quickly, order changes or cancellations are not guaranteed.
If you need to request a change or cancellation, contact us as soon as possible at hello@threadandbuttershop.com.
Once an order has entered production, it cannot be changed, canceled, refunded, or returned unless there is an error on our part.
Refunds
If a refund is approved, it will be issued to the original payment method. Please allow time for your bank or credit card company to process the refund.
Shipping charges are non-refundable unless the refund is due to an error by Thread & Butter.
Final Sale Items
The following items are final sale:
- Custom embroidered items
- Personalized items
- Monogrammed items
- Made-to-order items
- Sale or clearance items
- Gift cards
Contact Us
For return or refund questions, contact us at: