For standard products that are completely new and unused, we will be happy to refund you the full amount of the product within 14 days of receiving your purchase. Please note that customers are responsible for covering the shipping costs associated with returns or exchanges.
To qualify for a return or exchange, the item must be unused and in its original condition. Once we receive your returned item and it meets our criteria, we will process your refund or exchange promptly. Our goal is to ensure that you have a positive experience with us, and we're here to assist you every step of the way.
For products that are custom-made or personalised, we do not accept any returns as they have been specially made for you. If the product has been used, we unfortunately are unable to provide a refund.
If you have received a defective/incorrect item, please email us at craft@hidesandthread.com with (i) a picture of the defective item; (ii) description of the defect; and (iii) your order number and we will provide you the steps to process your exchange.
Returns Process
- Email us at craft@hidesandthread.com with a photo of your purchase and your order number. Please share with us the reason for the return so that we can improve our product in the future.
- Our team will assess your request and will reply you with steps to send back your order. You may send back your purchase via any courier or postal service. For customers based in Singapore, you can choose to visit our showroom.
- We will process the refund back to your original payment method once we have received the returned item and it meets our criteria. Do note that the refund will only cover the cost of the product (and not any shipping cost).
- If you wish to exchange for another product, please let us know and we can charge you the differential in price and shipping cost.