Exchange, Return & Refund Policy
At Thread and Stone, every pair is carefully crafted to ensure premium quality and customer satisfaction. Please read our policy carefully before placing your order.
1. Exchange Eligibility
Original Price Products
Products purchased at the original listed price are eligible for one-time free size exchange.
- Only size exchanges are permitted for the same style.
- If the requested size is unavailable, customers may choose another style of equal or higher value by paying the price difference, if applicable.
Sale Products
Products purchased during regular sale events are eligible for exchange.
- A ₹200 reverse pickup charge will apply if you request us to arrange the pickup.
- Alternatively, you may ship the product back using any courier service at your own expense.
Flat Price Sale / Clearance Sale
Products purchased during Flat Price Sales or Clearance Sales are sold at heavily discounted prices and are not eligible for return or exchange.
Buy 1 Get 1 Offers
Products purchased under Buy 1 Get 1, Buy 2 Get 1, or any similar promotional offer are final sale and are not eligible for return, exchange, or refund.
Lucky Size Sale
Products purchased during the Lucky Size Sale are offered at special promotional prices and limited stock.
These purchases are final and cannot be returned or exchanged.
2. Size Unavailability
If the requested exchange size is unavailable, we will issue a Credit Note equivalent to the purchase value.
- The Credit Note has no expiry.
- It can be redeemed on any future purchase at Thread Stone.
No Refund Policy
Thread Stone follows a No Cash Refund Policy.
We do not provide monetary refunds under any circumstances. Wherever applicable, customers will receive a Credit Note that can be redeemed against future purchases.
Exchange Process
To request an exchange:
- Email us at threadstonein@gmail.com within 48 hours of receiving your order.
- Mention your Order ID, reason for exchange, and the required size.
- The product must be shipped back within 7 days of delivery.
- Products must be:
- Unused
- Unworn
- In their original packaging
- With all original tags and invoice enclosed
Products that are worn, damaged, soiled, altered, or returned without original packaging will not be accepted.
Shipping for Exchanges
Customers may choose either of the following options:
Option 1: Ship the product back using any courier service at your own expense. Kindly share the tracking details with us.
Option 2: Request a reverse pickup arranged by Thread and Stone for a ₹200 service charge.
Once the returned product passes our quality inspection, the replacement pair will be shipped at no additional shipping cost.
Damaged or Incorrect Product Claims
If you receive a damaged, defective, or incorrect product:
- A complete unboxing video must be recorded from the moment the sealed package is opened.
- The claim must be reported within 12 hours of delivery.
Please note:
- Claims received after 12 hours will not be accepted.
- Claims without an unboxing video cannot be processed.
- Every order is packed and sealed under CCTV surveillance, and dispatch footage is maintained for verification.
This process helps ensure complete transparency and protects both our customers and our business.
Customer Support
For any assistance regarding your order, please contact us at:
Email: threadstonein@gmail.com
Our support team responds to all email queries within 48 business hours. As we are a small team, emails are the fastest and most reliable way to reach us.
Size Guide
Thread Stone follows standard US/EU sizing. Minor manufacturing variations may occur.
We strongly recommend referring to our Size Guide before placing your order to ensure the best fit.
Important Note
Most Thread Stone footwear is made to order. Our policies are designed to maintain product quality, ensure fair service to every customer, and support sustainable business practices.
By placing an order on our website, you acknowledge that you have read and agreed to the above Exchange, Return & Refund Policy.