Every piece is made to order and embroidered in-house, so allow around 7–10 working days before dispatch unless we’ve told you otherwise. We’ll email tracking as soon as your order ships. Any delivery costs are shown at checkout before you pay.

For standard, non-personalised items, UK law (the Consumer Contracts Regulations 2013) gives you 14 days from receiving your order to let us know you’d like to cancel, and a further 14 days to return the item. It must come back unworn, unwashed and in its original condition. We’ll refund the price of the item once we receive it.

Please choose custom and personalised pieces carefully. Goods that are made to your specification or clearly personalised — including custom embroidery requests and made-to-order designs stitched to your chosen options — are exempt from the standard 14-day change-of-mind cancellation right under UK law.

This does not affect your rights if an item arrives faulty or not as described (see below) — those rights always apply.

Under the Consumer Rights Act 2015, everything we sell must be as described, fit for purpose and of satisfactory quality. If something arrives faulty, damaged or not what you ordered, tell us within 30 days and we’ll put it right — a repair, replacement or full refund, including any delivery cost you paid.

Please email us with your order number and a photo of the issue so we can sort it quickly.

• Email hello@neurothreadz.xyz with your order number and the reason for the return.
• We’ll confirm whether the item is eligible and send return instructions.
• Send the item back in its original condition using a tracked service (keep your proof of postage).

For change-of-mind returns of standard items, the cost of return postage is yours. For faulty or incorrect items, we cover it.

Approved refunds are made to your original payment method via Stripe, normally within 14 days of us receiving the returned item (or of agreeing the refund for a faulty item). Depending on your bank it can take a few extra days to appear.

Because pieces are made to order, we can’t always offer a direct swap. If you’re between sizes or unsure, message us before ordering and we’ll help you choose — it’s the easiest way to avoid a return.

Anything about shipping, returns or refunds — email hello@neurothreadz.xyz and we’ll help.