Shipping & Returns
Delivery, returns and customs
We aim to make ordering and returning simple and transparent. Orders placed before dispatch are typically processed within one business day from our London distribution centre. Free UK delivery applies to orders over £75. For returns, items should be unworn, with original tags and packaging where possible. We provide clear instructions and return labels via email or through your account to keep the process straightforward. If a parcel is delayed or lost in transit, contact our customer team with your order number and postcode so we can investigate promptly.
UK delivery
For mainland UK we offer standard and next-day services depending on availability at checkout. Free standard delivery is offered on orders over £75 to UK mainland addresses. Orders placed before the cutoff time displayed at checkout are generally dispatched the same day or the next business day. Delivery times are estimates: standard delivery typically takes 2–4 business days while next-day services deliver the next working day after dispatch excluding weekends and public holidays. Parcels are tracked and you will receive a tracking link by email once your order is dispatched. If you are not at home a card may be left by the courier with instructions to rearrange or collect from a local depot. If a delivery is attempted but cannot be completed, follow the courier guidance or contact our customer team for help. For remote or Highlands & Islands addresses additional transit time may be required and will be shown at checkout. We take care to package goods securely to minimise transit damage and to use minimal, recyclable packaging where possible.
International delivery & customs
We ship to selected countries outside the UK. International delivery costs and estimated transit times are calculated at checkout and depend on the destination and the shipping method chosen. Import duties, taxes and customs clearance fees may apply when goods enter the destination country; these are the responsibility of the recipient unless otherwise stated at the point of sale. Customs processing may add delays beyond the carrier's transit estimate. We recommend checking your local customs policies for applicable duties and taxes before ordering. For commercial or large orders we can provide additional export documentation where required; contact our support team with order details for assistance. If an international shipment is refused by customs and returned, we will be in touch to confirm options for a refund minus shipping and any non-recoverable customs fees. We always aim to state clearly at checkout if export restrictions apply to particular items or destinations.
Returns & exchanges
We offer a 30-day returns window for most items bought on stapleandthread.co.uk. To be eligible, items should be unworn, unwashed and with original tags and packaging. To start a return, use the returns link provided in your dispatch email or sign in to your account and request a returns label. For UK returns we provide free returns labels for standard service where applicable; international returns may require the customer to arrange and pay for return postage. Once we receive the return and confirm the item is in original condition, we will process a refund to your original payment method within a few business days. Exchanges for a different size are subject to stock availability; if the requested size is not available, we will issue a refund. Faulty items are handled outside the standard returns process: if you believe a product is faulty, contact support with photographs and order details and we will advise a prompt resolution including a replacement or refund as appropriate.
Order processing, tracking & contact
After your order is placed you will receive an order confirmation containing the order number. When your order leaves our warehouse you will receive a dispatch confirmation with tracking details. Use the tracking link to see the parcel's progress. If you do not receive tracking information within two business days of placing an order, please contact [email protected] and include your order number for a quick response. For urgent enquiries during order processing or delivery, call our London-based customer team at +44 20 7946 0958 (Mon–Fri, 09:30–17:30). We aim to respond to emails within two business days and to help resolve any delivery or returns issues as swiftly as possible. For further details about returns, refunds and our full shipping terms, please refer to the Customer section of this site or contact our support team.