Refunds, Returns and Cancellations

 

Thank you for shopping at LoneThread. We want to make your shopping experience the best it can be, that’s why we’re here to help if you are not entirely satisfied with your purchase.

1. Cancelling & Modifying An Order

1.1 Order Cancellations

You can request us to cancel your order within 12 hours after placing the order. Please note that after this time frame, we cannot cancel your order since it has been fulfilled in our system.

1.2 Modifying An Order

If you need to change the information of your order, please contact us at support@lonethread.com within 12 hours after your purchase. After this time frame, your request to modify your order cannot be processed.

2. Returns, Exchanges & Refunds

We are sorry to say that we do not accept returns or exchanges. However, there’s always room for exception so if you are not happy with your product, please don’t hesitate to reach out to us at support@lonethread.com so we can assist you further.

If you receive from LoneThread item(s) that fall into the following criteria:

• Wrong style, size from what was ordered,

• Damaged item(s) due to poor packaging/during shipping,

please submit your evidence along with your claim to support@lonethread.com

For the fastest resolution, make sure your evidence includes photos demonstrating clearly errors mentioned above together with the shipping label.

After receiving your evidence, if it is approved, we will discuss whether you prefer a replacement or refund and follow accordingly:

• For item replacement: We will send you the correct item without charging you any fee. 

• For refund: We will issue a refund to your original payment method. It will take a certain number of days depending on the payment gateway providers and banking channels.

Please note that:

• We will not issue a refund if you complain that the product quality is not what you expect, because customers’ expectations are different and we strive to meet the majority of them. For the best shopping experience, please read product description carefully before placing an order.

• We will only proceed if you contact us within 30 days after receiving your item(s). Additional information may be required during the process. After this time frame, your queries will not be supported.

3. Stolen/Lost Items

If your package is missed/stolen, please contact us at support@lonethread.com with your order ID. Once we receive your email, we will work with you to handle the issue. Additional information may be required during the process.

4. Incorrect Shipping Address 

As mentioned in Section 1, you should contact us within 12 hours after placing your order if you want to correct or complete your shipping address. After this time frame, if the false information is not corrected, you will have to check your order’s tracking number in order to work with your local Post Office later.

In the case your parcel is kept at the Post Office due to your incorrect address, please contact your local Post Office to complete the address and request them to deliver your parcel.

We will not issue any refund for orders with the incorrect or incomplete shipping address provided during the checkout process.