Policies
Refunds
If she doesn't love it, you don't pay for it. Here's how it actually works.
Thread is built specifically for one person, from photos and details you give us. That makes it impossible to resell — which is exactly why our refund policy is generous. If the first box doesn't land the way we promised, you get your money back and you keep the box.
The first-box guarantee
If you're not happy with the first box for any reason, email us within 30 days of delivery and we'll refund the full amount you paid for that box. You don't have to ship anything back. The box and everything in it stays with her — we'd rather she keep the puzzle, the recipe cards, and the binder than have you pay for postage to send them to us.
If you subscribed on the annual plan and the first box doesn't land, we'll refund the whole year — not just one month. Same conditions: email within 30 days of the first delivery.
Or we'll redo next month, free
Sometimes the first box isn't wrong — it just isn't her. If it didn't feel personal enough, didn't match her interests, or got something specific incorrect (a name, a place, a recipe), tell us what missed. We'll rebuild next month's box around what we learned, and that one ships on the house — no charge.
Most people who tell us "the first box wasn't quite right" choose this path instead of a refund. It's the same money to us either way; we'd rather get it right than lose the relationship.
If a box arrives damaged
Photograph the damage and email [email protected] within 14 days of delivery. We'll re-ship the damaged pieces at no charge. You don't return anything.
Cancelling vs. refunding
These are two different things.
- Cancelling stops future boxes from shipping and stops future charges. It doesn't refund past boxes. You can cancel anytime in your account, takes about thirty seconds, no phone call required.
- Refunding means we send your money back for a box you already received. That's what this policy covers, and it's specifically for the first box.
Refunds for boxes after month one
The first-box guarantee covers the first box only. After that, you've seen what Thread is and chosen to keep going. If a later box is genuinely defective — pieces missing, printed wrong, damaged — we'll always make it right. Email us; we'll figure it out.
How to start a refund
One email is all it takes. Write to [email protected] with:
- Your order number (in your confirmation email, or under your account)
- A line or two on what didn't land — for our own learning, not as a condition
Refunds typically appear on the original payment method within 5–10 business days. Stripe handles the timing on their side.
One more thing
This policy isn't a marketing line. It's what we actually do. If you ever feel like the policy isn't being honored, write directly to [email protected] — the founder reads that inbox.