Last updated: 29 September 2026

Returns and exchanges are accepted within 30 days of delivery. Please contact us first so we can give you the correct return instructions.

At a glance

  • 30 days: contact us within 30 days of delivery to request a return or exchange.
  • Return postage: the buyer is responsible for return postage costs.
  • Item condition: if the item is not returned in its original condition, the buyer is responsible for any loss in value.

How to request a return or exchange

Email support@medievalthread.com within 30 days of delivery. Include your order number, the item and whether you would like a return or exchange. We will provide return instructions. Please send the item back promptly and use a trackable service where possible.

Condition of returned items

Return the item in its original condition. If it is not returned in its original condition, the buyer is responsible for any loss in value. We will inspect the item on receipt and explain any applicable reduction in a refund. Please package it carefully for the return journey.

Return postage and exchanges

Buyers are responsible for return postage costs for returns and exchanges. Contact us before sending an exchange so we can confirm the available size or option and the next steps. The 30-day return and exchange policy also applies to items made to order.

Refunds

After the returned item arrives and is inspected, we will let you know the outcome. Approved refunds are issued to the original payment method. Your bank or payment provider may need additional time to show the credit. Any shipping refund or deduction will follow applicable consumer law.

Faulty, damaged or incorrect items

If your order arrives faulty, damaged or different from what you ordered, contact us promptly with your order number, a description and clear photographs. We will provide appropriate return instructions and a remedy. The buyer-paid return postage rule does not limit rights that cannot legally be excluded.

Cancellations

If you need to cancel before dispatch, email us as soon as possible. Preparation for made-to-order items can begin soon after purchase. Your rights after delivery are described above and are not removed simply because an item was made to order.

For shipping rates, couriers and delivery estimates, see our Shipping Policy.