NeuroThreadz is a custom embroidery apparel brand based in London, United Kingdom. In these terms, “we”, “us” and “our” mean NeuroThreadz; “you” means the person placing an order or submitting a request.

You can reach us any time at hello@neurothreadz.xyz. These terms apply to every order placed through this website, so please read them before you buy.

Placing an order is an offer to buy. Your order is only accepted — and a contract formed — when we send you an order confirmation email after payment is taken. If we can’t accept your order (for example an item is out of stock or a pricing error is spotted), we’ll tell you and refund any payment in full.

Every piece is made to order and embroidered in-house, so please double-check your size, colour and any custom details before you pay.

All prices are shown in pounds sterling (GBP) and include VAT where applicable. Delivery costs, where they apply, are shown separately at checkout before you pay.

Payments are handled securely by Stripe. We never see or store your full card details. If a payment fails or is reversed, we may cancel the affected order.

For custom pieces, you submit a brief (and optionally reference artwork) through our /custom form. Submitting a request costs nothing and does not create a contract. We review it and email you a quote; a contract is only formed once you accept that quote and pay.

By submitting reference artwork you confirm that:

• you own the rights to the artwork, or have permission to use it;
• the design does not infringe anyone else’s trademark, copyright or other rights; and
• the design is not unlawful, hateful, or otherwise something we’d reasonably refuse to make.

We may decline any custom request at our discretion — for example if a design can’t be cleanly digitised for stitching, or if it raises the rights concerns above. Because custom pieces are personalised and made to your specification, different cancellation rules apply (see our Returns & Refunds policy).

As each item is made to order, typical turnaround is around 7–10 working days before dispatch, unless we tell you otherwise. We’ll email tracking once your order ships. Delivery timescales quoted are estimates, not guarantees.

Risk in the goods passes to you on delivery. Please give us an accurate delivery address — we can’t be responsible for orders lost due to an incorrect address supplied at checkout.

Nothing in these terms affects your legal rights as a consumer under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Your rights to cancel, return and receive refunds — and the important exceptions that apply to made-to-order and personalised goods — are set out in full in our Returns & Refunds policy.

Our own designs, artwork, sigils, wordmark, site copy and photography remain our intellectual property. You may not reproduce or resell them without our written permission.

For custom work, you keep the rights in artwork you supply. You grant us the limited licence we need to digitise and stitch it for your order.

We don’t exclude or limit our liability where it would be unlawful to do so — including for death or personal injury caused by our negligence, or for fraud. Subject to that, our liability for any order is limited to the amount you paid for it. We’re not liable for minor, natural variation inherent to embroidery (slight differences in stitch, thread sheen or placement between individual made-to-order pieces).

These terms are governed by the laws of England and Wales, and disputes fall under the non-exclusive jurisdiction of the courts of England and Wales.

Questions about these terms? Email us at hello@neurothreadz.xyz and we’ll come back to you.