Refund and Returns Policy

We hope you love your purchase from Threads of Agora. If something isn’t right, the information below explains how to return it.

Cancelling an online order

You have the right to cancel an online order without giving a reason.

Please tell us that you wish to cancel within 14 days of receiving your order. After notifying us, you have a further 14 days to return the item.

To start a return, email us at returns@threadsofagora.co.uk with your:

• Name
• Order number
• Item or items being returned
• Reason for contacting us, if applicable

You may also use the cancellation form at the bottom of this page.

Returning your item

Online purchases can be returned by post or brought to our shop:

Please include your order number or a copy of your order confirmation.

Customers are responsible for paying return postage for unwanted items, including returns because of fit or a change of mind. We do not cover these return costs.

If an item is faulty, arrives damaged, is incorrect or is not as described, we will cover reasonable return postage costs. Please contact returns@threadsofagora.co.uk so we can provide suitable return instructions.

We recommend obtaining proof of postage and using a tracked postal service.

Items returned to the shop must be accompanied by the order confirmation or other proof of purchase.

Condition of returned items

You may inspect and carefully try on clothing as you would in a shop. Please take care to avoid transferring makeup, fake tan, deodorant or other marks onto garments.

Items should be returned without wear beyond what is necessary to assess their fit and appearance, unwashed and with their original tags attached where possible.

If handling beyond what is reasonably necessary has reduced an item’s value—for example, by leaving cosmetic or fake-tan stains, persistent odours or other signs of wear—we may deduct an amount from your refund reflecting that loss in value. We will explain any deduction.

This does not affect your statutory rights in relation to faulty or misdescribed goods.

Refunds

Once your return has been received and checked, we will issue the refund to your original payment method.

Refunds will be processed within 14 days of receiving the returned item, or receiving evidence that it has been sent back where applicable.

If you paid for delivery, we will refund the cost of our standard delivery service. Any additional amount paid for an upgraded or express delivery option will not be refunded.

Your bank or payment provider may take additional time to show the refund in your account.

Exchanges

Exchanges are subject to stock availability. As many of our items are available in limited quantities, we cannot guarantee that a replacement size or item will be available.

If an exchange is unavailable, we will issue a refund instead.

Faulty, damaged or incorrect items

If an item is faulty, arrives damaged, is incorrect or is not as described, please contact us as soon as possible at returns@threadsofagora.co.uk and include photographs where helpful.

We will provide suitable return instructions and cover reasonable return costs where the item is faulty, arrives damaged, is incorrect or is not as described.

This policy does not affect your statutory rights.

Items that cannot be returned for a change of mind

Unless faulty, we cannot accept returns of:

• Personalised or custom-made items
• Sealed goods that are not suitable for return for health or hygiene reasons once the seal has been broken
• Underwear or other hygiene-sensitive products where the protective packaging or hygiene seal has been opened

Any return restrictions will be clearly shown on the product page before purchase.

Sale items

Online sale items have the same statutory cancellation and return rights as full-price items.

Purchases made in our shop

The automatic right to cancel within 14 days applies to online purchases. It does not apply simply because a customer changes their mind about an item purchased in our physical shop.

Your statutory rights still apply if an in-store purchase is faulty, not as described or not fit for purpose.

Gift cards

Threads of Agora gift cards can only be purchased and redeemed in our physical shop. Gift cards are non-refundable, cannot be exchanged for cash and cannot be used online.

This does not affect your statutory rights if an item is faulty, not as described or not fit for purpose, or if there is a problem with the gift card itself.

Cancellation form

You can copy and email the following wording to returns@threadsofagora.co.uk if you wish to cancel an online order:

To Threads of Agora Ltd,

I give notice that I wish to cancel my contract for the purchase of the following goods:

Order number:

Goods ordered:

Date received:

Customer name:

Customer address:

Date: