FAQ

Threading the Moon – FAQ

PLEASE READ OUR SHOP POLICIES FOR MORE DETAILED INFORMATION

Q: How long will it take to process my order?

Shipping

  • We aim to  lovingly prepare and ship items within 3–5 business days.

  • Custom items may take 2 - 3 weeks to make before shipping

  • All UK orders are sent via tracked mail.

  • International shipping times vary — usually 7–14 business days.

  • Processing times and shipping times are different considerations. For example, it may take 3 weeks to make your item and another week for it to arrive with you once posted. 
  •  Once posted, your item is in the hands of the delivery company and beyond the control of Threading the Moon - we cannot guarantee delivery times or dates.

Q. What are your return, refund and exchange policies?

Returns & Exchanges

Returns & Refunds — At a Glance

  • Custom or personalised items
    ❌ Non-returnable & non-refundable
    (If you have any questions, please contact me via the Contact page — I’m always happy to help.)

  • Non-custom items
    ✔ Returns accepted by prior agreement
    ✔ Must be requested within 14 days of delivery

  • Return conditions

    • Items must be unused, in perfect condition, and in original packaging

    • Buyer is responsible for return postage

    • Buyer is responsible for any and all custom services, taxes or charges

    • A tracked service is recommended

  • Refunds

    • No restocking fees

    • Original postage costs are non-refundable and will be deducted from the refund

    • Damaged or incomplete returns cannot be refunded

Please contact us before returning so we can guide you through the process.

Q. Do you take on custom work?

Customisation

  • Feel free to contact us to discuss custom makes. We’ll confirm feasibility and discuss any additional cost before starting.

Q. How do I look after my magical makes?

Care Instructions

For most of our products:

  • Handmade embroidery is delicate — hand wash only in cold water.

  • Lay flat to dry and avoid direct heat.

  • With proper care, your items will last for years of magical adventures.

  • See product descriptions for specific information relating to the product.

Need more help?

Lost or Damaged Orders

  • If your order is lost in the post or arrives damaged, please contact us immediately.

  • We’ll work with you to replace or refund the item as quickly as possible.

Other Questions

  • Can’t find the answer here? Just send a message via our Contact page — we love hearing from fellow crafters and magic-lovers