Refund policy
At 21Thread, every item is embroidered to order specifically for you. Because each product is made after your order is placed, we kindly ask that you review your order carefully before completing your purchase.
Made-to-Order Products
All 21Thread products are embroidered after your order is placed.
For this reason, we do not accept returns or exchanges for:
- Change of mind
- Incorrect size selection
- Color preference
- Custom or personalized products
Please refer to our Size Guide before placing your order to ensure the best fit.
Damaged or Incorrect Items
We carefully inspect every order before it leaves our workshop. However, if your item arrives damaged, defective, or you receive the wrong product, please contact us within 7 days of receiving your order.
To help us resolve the issue as quickly as possible, please provide:
- Your order number
- A brief description of the issue
- Clear photos of the product
If the issue is confirmed, we'll gladly arrange a replacement or refund at no additional cost.
Order Cancellations
Orders may only be cancelled before embroidery production begins.
Once production has started, cancellations are no longer possible because every item is made specifically for you.
Refunds
If a refund is approved, it will be processed using your original payment method.
Please allow 5–10 business days for the refund to appear in your account, depending on your bank or payment provider.
Exchanges
Because every product is made to order, we do not offer exchanges unless:
- The item has a manufacturing defect.
- We shipped the wrong product.
Our Commitment
Your satisfaction is important to us. If something isn't right with your order, we'll work with you to find a fair solution as quickly as possible.
Need Help?
If you have any questions about your order or this policy, please visit our Contact page or reach out to us through WhatsApp or Email.
We're always happy to help.