Returns & Refunds – Important Information

To avoid disappointment, please note the following before returning an item:

✅ No in-person drop-offs/pickups – We operate via a PO Box and cannot accommodate physical drop-offs.
✅ No direct exchanges – We only process returns for refunds. If you need a different size or item, you will need to place a new order.
✅ Returns must be sent via NZ Post – We recommend using NZ Post and a tracked service to return your item to our PO Box (see below). We do not accept courier deliveries to a physical address.
✅ Returns are checked weekly – Typically on weekends. If your return arrives on a Monday, please be patient as it will be processed the following Sunday.
✅ Please be respectful – We are a small business, and all returns are handled by one person. Abusive or aggressive communication will not be tolerated, and we reserve the right to refuse service.

---

Returns Policy

• You may return an item within 15 days of purchase for a refund of the product cost.
• We do not accept returns or refunds for: Hats, Beanies, Giftware, Gift Boxes, Drinkware, Consumables, Backyard Tees, or Mystery Boxes.
• Items must be in original, unworn condition with tags attached, and no odours, makeup marks, pet hair, deodorant, or alterations. If the item does not meet these standards, the return will be declined, and reshipping will be at your expense.
• Shipping costs are non-refundable, and you are responsible for return postage.

---

How to Return an Item (Easy as 1-2-3)

1️⃣ Email us at support@twistedthread.co.nz before returning your item.

• Include your order/invoice number.
• Provide a tracking number – We cannot refund items lost in the mail without tracking.

2️⃣ Send your return to:

Twisted Thread
PO Box 10008
Te Rapa
Hamilton, 3241
(New Zealand Post recommended)

3️⃣ Wait for refund processing.

• Refunds typically take 1-2 weeks after we receive the return.
• You will get an email confirmation when your refund has been processed.
• Allow 48 hours for the transaction to complete once refunded.
• As returns are checked only once a week (on weekends), please allow time for processing.

---

Payment & Refunds

• Refunds will be issued to the original payment method (credit card, etc.).
• If you paid with a Prezzy card or other gift card, a refund will be issued as a Twisted Thread gift card.
• We do not process manual bank deposits – All refunds go back to the original payment method or are issued as a Twisted Thread gift card.

If you have any questions, please contact support@twistedthread.co.nz.