Return & Refund Policy

At 21Thread, every order is carefully embroidered after your order is placed. Please read this policy before completing your purchase.

By placing an order, you acknowledge that you have read and agreed to this Return & Refund Policy.

Return Eligibility

Where applicable under Kuwaiti law, return requests may be accepted only if all of the following conditions are met:

The return request is submitted within the legally applicable period.
The product is returned in the same condition in which it was received.
The product has not been worn, washed, altered, damaged, or misused.
The product is free from stains, odors, perfume, or any signs of use.
Any original packaging, tags, and accessories (if applicable) are included.
Clear photos of the issue are provided before the return is approved.
The return is approved by 21Thread before the item is shipped back.

21Thread reserves the right to inspect all returned products before approving a refund, replacement, or exchange.

Products That Cannot Be Returned

Returns or exchanges will not be accepted if:

The product has been used or washed.
The product has been damaged after delivery.
The customer ordered the wrong size.
The customer selected the wrong color.
The customer changed their mind after production.
The customer entered an incorrect shipping address.
The product was personalized or manufactured according to the customer's requested specifications, unless there is a manufacturing defect or the delivered product does not match the approved specifications.

Custom & Personalized Orders

Products embroidered with:

Customer names
Initials
Logos
Uploaded artwork
Custom text
Any design modified specifically at the customer's request

are considered personalized products.

Once embroidery production begins, these orders cannot be cancelled, returned, or exchanged unless:

The product contains a manufacturing defect.
The embroidery differs from the approved design.
The wrong product was delivered.

Manufacturing Defects

If your order:

Arrives damaged.
Contains a manufacturing defect.
Contains incorrect embroidery.
You receive the wrong item.

Please contact us within 48 hours of receiving your order.

Include:

Your order number.
Clear photos of the product.
Photos showing the issue.
A brief description of the problem.

Once reviewed, 21Thread will determine whether the item qualifies for a repair, replacement, or refund.

Return Shipping Costs

Unless otherwise required by applicable Kuwaiti law, the customer is responsible for the shipping costs associated with approved returns that are not caused by:

A manufacturing defect.
An incorrect item being shipped.
Our production or shipping error.

If the return is approved due to one of the reasons above, 21Thread will cover the return shipping costs.

Refunds

Approved refunds will be issued using the original payment method.

Shipping charges are non-refundable unless the return results from our mistake or a confirmed manufacturing defect.

Refund processing times depend on your payment provider and bank.

Order Cancellation

Orders may be cancelled only before embroidery production begins.

Once embroidery production has started, cancellations are no longer possible because each item is embroidered specifically for your order.

Production & Shipping

Estimated production times:

Made-to-Order Collection: 3–7 working days
Custom Embroidery Orders: 7–14 working days

Shipping within Kuwait:

1 KD flat shipping fee.
Free shipping on orders of 25 KD or more.

Delivery times may vary during holidays, promotions, or circumstances beyond our control.

Color Disclaimer

Actual garment colors and embroidery thread colors may vary slightly from what appears on your screen due to differences in device displays, lighting conditions, and photography.

Minor color variations are normal and are not considered manufacturing defects.