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RETURNS & EXCHANGES
We Want You to Feel
Good About What You Wear.
If something is not right, start here. We will help you understand eligibility and the appropriate next step for your order.
Clear steps.
Thoughtful support.
Start your request within 30 days of delivery.
Eligibility and available resolutions depend on the item, condition, order type, and applicable policy.
QUICK POLICY SUMMARY
CHECK YOUR ITEM
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STANDARD ORIGIN THREAD ITEM
May be eligible when unworn, unwashed, unused, and returned in original condition with packaging or tags where applicable.
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CUSTOM OR PERSONALIZED ITEM
Because it is made specifically for you, change-of-mind returns may be restricted. Damaged, defective, misprinted, or incorrect custom items are reviewed separately.
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FINAL SALE OR CLEARANCE
May have different eligibility. Review the product page and final-sale notice before requesting a return.
HOW TO START A RETURN
01 — FIND YOUR ORDER
Have your order number and email address ready.
02 — SELECT THE ITEM & REASON
Tell us what happened and which item is affected.
03 — REVIEW YOUR OPTIONS
Eligible return, exchange, replacement, store credit, or support review may be offered depending on the situation.
04 — FOLLOW RETURN INSTRUCTIONS
Package and send merchandise only after receiving authorization and instructions.
Look up your order to begin.
Use My Account to view your order details. If you checked out as a guest or need help locating the order, contact support with the email address used at checkout.
RETURN VS REFUND
RETURN
Sending an eligible product back after authorization.
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REFUND
An approved reimbursement after review, inspection, or another confirmed resolution.
RETURN CONDITION
✓ Unworn and unwashed
✓ Free of stains, odors, pet hair, or customer-caused damage
✓ Original tags or packaging included when applicable
✓ Returned only after authorization and instructions
Trying on an item for fit is different from wearing or washing it.
RETURN CONDITION
✓ Unworn and unused
✓ Unwashed
✓ Free of stains, odors, pet hair, or customer-caused damage
✓ Original tags or packaging included when applicable
✓ Returned only after authorization and instructions
Trying on an item for fit is different from wearing or washing it.
CUSTOM & PERSONALIZED APPAREL
Made for You Requires a Different Review.
Custom artwork, personalized text, names, numbers, special placements, and made-to-order group apparel may not be returnable for preference, sizing choice, or buyer’s remorse where permitted by law.
We will still review items that arrive damaged, defective, misprinted, or different from the approved order.
EXCHANGES
SIZE OR COLOR EXCHANGE
Availability depends on inventory, item eligibility, condition, and whether the product was customized.
FASTEST ALTERNATIVE
In some cases, returning an eligible item and placing a new order may be faster than a direct exchange. Do not send merchandise back until you receive instructions.
REFUNDS
RETURN RECEIVED → ITEM INSPECTED → REFUND APPROVED → ORIGINAL PAYMENT METHOD
Approved refunds are issued to the original payment method unless another resolution is agreed. Original shipping charges and return shipping may be nonrefundable unless required by law or the return results from our error. Financial institutions may require additional time after a refund is issued.
DAMAGED, DEFECTIVE OR INCORRECT ITEMS
1. Contact us promptly after delivery.
2. Include your order number.
3. Describe the issue clearly.
4. Include clear photos of the item, print, packaging, and shipping label when relevant.
5. Keep the item and packaging until review is complete.
RETURN SHIPPING
FOR ELIGIBLE CHANGE-OF-MIND RETURNS
You may be responsible for return shipping. Use trackable shipping when instructed and keep your receipt and tracking number.
FOR DAMAGED, DEFECTIVE OR INCORRECT ORDERS
Instructions and responsibility will be determined after support review.
Origin Thread is not responsible for unauthorized returns or items sent to the wrong location, subject to applicable law.
REFUND PROCESS TIMELINE
A clear review path from request to resolution.
01
REQUEST SUBMITTED
You start a request.
02
ELIGIBILITY REVIEWED
We review your request.
03
RETURN RECEIVED
We receive the item if needed.
04
ITEM INSPECTED
We inspect and review details.
05
DECISION COMMUNICATED
We share the available resolution.
06
REFUND ISSUED IF APPROVED
Refund is sent to the original method.
07
BANK POSTS CREDIT
Your bank posts the credit.
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TIMING VARIES
Most refunds process within 5–10 business days after approval; banks may take longer.
FULL POLICY
Returns, Exchanges & Refunds — Made Clear.
Plain-language details on timing, condition, custom products, shipping, inspection, and refunds.
ON THIS PAGE
01 Request Window • 02 Condition • 03 Restricted Items • 04 Custom Products • 05 Damaged / Incorrect Orders • 06 Cancellations • 07 Authorization & Shipping • 08 Inspection & Approval • 09 Refund Method • 10 Shipping Charges • 11 Chargebacks • 12 Contact & Rights
01 — REQUEST WINDOW
Eligible return requests should be submitted within 30 days after recorded delivery unless a longer period is required by law or separately offered in writing. Missing the window may affect eligibility.
02 — CONDITION
Items must be unworn, unwashed, unused, and free of customer-caused damage, stains, odors, or pet hair. Return in original condition with tags and packaging where applicable.
03 — RESTRICTED ITEMS
Refunds may not be available for custom or personalized items, final-sale items, gift cards if offered, or items altered, worn, washed, or returned without authorization except where required by law or where Origin Thread made an error.
04 — CUSTOM & PERSONALIZED PRODUCTS
Change-of-mind refunds may be restricted where permitted by law. We review deviations from the approved proof or order, production defects, shipping damage, and incorrect items.
05 — DAMAGED, DEFECTIVE OR INCORRECT ORDERS
Contact us promptly with your order number, a description, and clear photos when relevant. After review, we may offer a replacement, reprint, repair, return authorization, store credit, partial refund, or refund as appropriate.
06 — CANCELLATIONS & ORDER CHANGES
Cancellation or changes are not guaranteed once processing, artwork preparation, proof approval, printing, or fulfillment begins.
07 — RETURN AUTHORIZATION & SHIPPING
Do not mail items before receiving instructions. Use the return destination and method provided. Use trackable shipping when directed. For eligible preference returns, you may be responsible for return shipping.
08 — INSPECTION & APPROVAL
Once we receive a required return, we inspect the item and review the request. A decision—approved, denied, or another resolution—will be communicated.
09 — REFUND METHOD
Approved refunds are generally issued to the original payment method. Origin Thread processing time and your bank or card issuer posting time are separate.
10 — SHIPPING CHARGES, DISCOUNTS & GIFT CARDS
Original shipping or expedited fees are generally nonrefundable unless the refund results from our error or law requires otherwise. Free-shipping thresholds may be recalculated where permitted.
11 — CHARGEBACKS & DUPLICATE REFUNDS
Please contact us first. Duplicate refunds are not permitted. If a payment dispute or chargeback is opened, internal refund processing may pause until the dispute is resolved, to the extent permitted by law.
12 — CONTACT & APPLICABLE RIGHTS
Email support@shoporiginthread.com with your order number and relevant details. Nothing in this policy limits rights that cannot legally be waived.
FREQUENTLY ASKED QUESTIONS
What items are eligible for return?
Eligible standard items generally must meet the 30-day timing and condition requirements above.
Can custom apparel be returned?
Change-of-mind returns may be restricted, but we review damaged, defective, misprinted, or incorrect custom orders.
Do I have to pay return shipping?
For eligible preference-based returns, you may be responsible. If the issue is our error, support will provide the appropriate instructions.
When will I receive my refund?
Once an approved return is received and inspected, the refund is issued to the original payment method. Your financial institution may need additional processing time.
NEED RETURN SUPPORT?
Email support@shoporiginthread.com with your order number, the issue, and photos when relevant. Please do not mail a return until you receive instructions.