Support
Returns & Refund Policy
Love it, or we will make it right.
What can be returned, how to start one, and when your refund arrives.
We want you to love what you ordered. If something is not right, tell us and we will put it right. Here is exactly how exchanges and returns work, so you can order with confidence.
Returning a ready made item
Returns are handled case by case. Contact us and we will help.
Just make sure it is:
- Unworn and unwashed
- In its original packaging with the labels still attached
- In the same condition it arrived in
Custom printed items
A piece printed with your design is made just for you and cannot be resold, so it is not returnable for a change of mind. That is what lets you put anything you like on a garment.
If anything is wrong with it, though, we make it right at no cost to you when:
- The print is defective, smudged, misaligned or peeling
- The garment itself is faulty
- You received the wrong item, size or colour
Screens and fabric show colour slightly differently, and a print can sit a millimetre or two differently from the preview. That is a normal part of printing. Anything beyond it counts as a defect, and we will reprint it.
How to start a return
- Email info@limethreads.com within days of delivery, with your order number and what is wrong.
- If the item is damaged, faulty or incorrect, attach a photograph. It is almost always all we need to approve the return straight away, before you send anything back.
- We reply with what to do next, including the return address if one is needed.
- Post the item back to us and send us the tracking number.
Please wait for our reply before posting anything. That way we can match your parcel to your order the moment it arrives.
Who pays return postage
- We do, whenever the fault is ours: a defect, a faulty garment, or the wrong item sent.
- You do, when you are returning a ready made item because you changed your mind or want a different size.
If a parcel comes back to us because the address was wrong or nobody could be reached, we are happy to send it out again once the return postage is covered.
Size exchanges
Unworn ready made items can be swapped for a different size within the return window, with no extra charge for the garment itself. You cover the postage back to us, and we pay to send the new size out.
Custom printed pieces are exchanged for a different size only if something is wrong with them, so if you are unsure of your size, check the size guide or ask us before ordering. We are always happy to help you find the right fit.
Refunds
Otherwise we refund by bank transfer, Easypaisa or JazzCash, whichever suits you, and simply ask which account to send it to.
Where we were at fault, you are refunded in full, including what you paid for delivery. Cancelling an order yourself, within 6 hours of placing it, is covered in our terms: everything back as store credit, or a refund less a small cancellation charge.
A few exceptions
To keep things fair for everyone, we are not able to take back:
- Items that have been worn, washed or altered
- Items returned without their labels or original packaging
- Custom printed items, unless defective, faulty or incorrect
- Anything reported after the return window has closed
If your situation does not fit neatly into any of this, write to us anyway. No policy can anticipate everything, and we would much rather hear from you and find a way to help.
Questions
We are here to help. Email info@limethreads.com or use our contact page. Delivery times and shipping charges are on the shipping page, and the full legal position is in our terms of service.