Refund policy

Plain, undecorated items

You have 30 days from receiving your order to ask for a return on any item we have not embroidered or printed.

To be accepted, the item must be unworn, unused, in the same condition you received it, with its tags and original packaging. Please include your order number or proof of purchase.

To start a return, email orders@elitethreadco.com. Once we accept it we will send you instructions. Please do not send anything back before we have confirmed the return, as unannounced returns cannot be accepted.

Returns address: Elite Thread Co, Unit 43 Greendale Farm, Elford, Tamworth, B79 9DJ.

Embroidered and printed items

Every embroidered or printed order is made to order for you. Before we stitch or print anything, we send you a proof to approve, showing the garment, logo, size and position.

Because these items are personalised, they cannot be returned or exchanged once your proof is approved, unless there is a fault or we have made a mistake (see below). Please check your proof, sizes and colours carefully before approving.

Faults, damage and mistakes

Please check your order as soon as it arrives. If anything is faulty, damaged in transit, or does not match the proof you approved, contact us straight away at orders@elitethreadco.com or call 01827 794385, with a photo if you can. We will put it right with a remake, replacement or refund.

Items that cannot be returned

• Embroidered, printed or otherwise personalised items, once the proof has been approved.
• Items that have been worn, washed, used or altered.
• Sale items and gift cards.

Exchanges

For plain items, the quickest way to get a different size or colour is to return the item you have and place a new order for the one you want.

European Union 14-day cooling-off period

If your order is shipped to the European Union, you can cancel or return plain items within 14 days for any reason. Items must be unworn, unused and in their original packaging with proof of purchase. This does not apply to embroidered, printed or personalised items.

Refunds

We will let you know once we have received and checked your return, and whether the refund is approved. Approved refunds go back to your original payment method within 10 working days. Your bank may take a few extra days to show it.

If more than 15 working days have passed since we approved your return and you have not seen the refund, please contact us at orders@elitethreadco.com.