Refund policy

Returns & Refunds Policy

We aim to respond promptly to any customer concerns and are committed to resolving any issues efficiently and fairly. These may include problems with an order, dissatisfaction with the item received, items arriving late or damage caused during transit.

If you have a question or experience an issue, please contact us sales@threadandtimber.co.uk so we can aim to resolve the matter as quickly as possible.

Personalised Items
We do not accept returns on personalised or custom-made items unless they arrive damaged or faulty. In such cases, we will remake the item and send it to you at no extra cost AFTER receiving the compensation payment from the delivery company (please note that this can take up to 28 days depending on the deliver company policy). 

Order Cancellations
Cancellations are not accepted once an item has been made.

Postage Delays & Damage
We are not responsible for delays or damage caused by postal or courier services. If your item arrives damaged, please provide photographic evidence so we can liaise with the delivery company on your behalf. We will support you in making a claim. Once the claim is processed and a refund has been issued by the delivery company, we will remake and resend your item.