FREQUENTLY ASKED QUESTIONS

Our standard delivery timeframe is 2–4 working days from the date you place your order.

As soon as your order has been collected by our courier, you’ll receive a separate email with your tracking details, allowing you to follow your delivery every step of the way.

We send all orders on a next working day delivery service, so once your parcel has been dispatched, it will be due to arrive the following working day.

If the 2–4 working day timeframe has passed and you haven’t received your order or tracking update, please contact our team at support@northernthreadz.co.uk and we’ll be happy to look into this for you.

We’re sorry to hear there’s an issue with your order. If you’ve received an incorrect item, wrong size, damaged item, or there’s anything else that doesn’t seem right, please get in touch with our team as soon as possible.

Email us at support@northernthreadz.co.uk with your order number, a brief description of the issue and, where possible, clear photos showing the problem.

Our team will look into it right away and get everything sorted for you as quickly as possible.

Once we’ve received your return, our team will check the item to make sure it’s in the same condition it was sent out in, with all original tags still attached and in a fully resellable condition.

Once your return has been approved, we’ll aim to process your refund as soon as possible. During busier periods, please allow up to 10 working days for your return to be checked and your refund to be processed.

Once we’ve processed your refund, please allow a further 3 to 5 working days for the funds to appear back in your bank account.

There are a couple of reasons why your order may have been cancelled.

If an item in your order becomes unavailable due to selling faster than expected, we’ll aim to cancel and refund your order as soon as possible so you’re notified without unnecessary delay. The cancellation email you receive will include the reason your order was cancelled.

Orders may also be cancelled if our security checks identify characteristics associated with potentially fraudulent activity. In these circumstances, we reserve the right to cancel the order immediately for the protection of both our customers and our business.

If your order has been refunded, please allow up to 5 working days from the date the refund is processed for the funds to appear back in your bank account.

We use DPD for all of our deliveries, with every order sent using their next working day delivery service.

Once your order has been collected by DPD, you’ll receive tracking updates by email and SMS. On the morning your parcel is due for delivery, DPD will send you further delivery information along with your unique delivery PIN.

Your PIN must be provided to the DPD driver at the door before your parcel can be handed over, so please make sure you have this ready when your delivery arrives.

If DPD are unable to deliver your parcel, our team will get in touch with you to arrange the most suitable day for your delivery to be rescheduled.

Yes, we offer both returns and exchanges.

You have 14 days from the date you receive your order to send your item(s) back to us for a refund or exchange. All items must be returned in their original, unworn condition with all original tags still attached.

For exchanges, simply let us know which item and size you’d like instead and we’ll arrange this once your return has been received and checked.

For full instructions on how to return or exchange an item, please visit our Returns & Exchanges page, which can be found at the very bottom of our website in the footer.

If you haven’t received an order confirmation, this is usually because an email address wasn’t entered at checkout.

We don’t send order confirmations via SMS, so your confirmation will only be sent to the email address provided when placing your order.

You will receive delivery updates from DPD via SMS once your order has been dispatched.

If you’re unsure of your order number or need any help with your order, please contact us at support@northernthreadz.co.uk and our team will be happy to help you every step of the way.

If you need to change or cancel your order, please contact us as soon as possible at support@northernthreadz.co.uk with your order number and the changes you’d like to make.

We’ll always do our best to help, but once your order has been processed or collected by our courier, we may no longer be able to make changes or cancel it.

The sooner you get in touch, the better chance we have of making the requested changes before your order is dispatched.