FAQs
Orders & Payments
Do I need to create an account to place an order?
No, you can check out as a guest. However, creating an account makes tracking and managing your orders easier.
What payment methods do you accept?
We accept Visa, MasterCard, Maestro, and other secure local and international cards. All payments are processed through a secure payment gateway.
Is my payment information safe?
Yes, we use industry-standard encryption and security protocols to protect your data during all transactions.
Can I cancel or change my order?
Orders can only be modified or canceled before they are processed. Please contact us as soon as possible via email or WhatsApp.
Why was my order cancelled?
Orders may be canceled due to stock unavailability, payment issues, or verification errors. You will be notified and refunded if applicable.
Shipping & Delivery
Do you ship internationally?
Yes, we offer both UAE domestic and international shipping to selected countries.
How much does shipping cost?
Shipping costs are calculated at checkout based on your location and order weight.
How long does delivery take?
- UAE: 1–2 business days
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International: 5–7 business days
Pre-orders or made-to-order items may take longer (as specified on the product page).
Do I have to pay customs duties and taxes?
International orders may incur duties and taxes upon delivery, which are the customer’s responsibility.
How do I track my order?
You will receive a tracking number via email once your order is shipped.
Returns & Refunds
Do you accept returns?
Yes, items can be returned within 14 days of delivery in unused, original condition with all tags intact.
Do you offer refunds?
Refunds are processed after receiving and inspecting the return. Refunds are issued either via store credit or bank transfer, and processed within 14 days of return receipt.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the item received is damaged or incorrect.
Do you accept returns for international orders?
Yes, however international return shipping charges are the customer’s responsibility.
Do you offer returns on customized pieces?
No. Customized or altered items are non-refundable and non-returnable.
Sizing & Fit
How do I find the right size?
Each product page includes a size guide. For any specific sizing queries, feel free to contact us for assistance before placing your order.
Product & Quality
Will the color of the product match the photos?
We try our best to represent product colors accurately. However, due to lighting and screen settings, slight variations may occur.
Contact & Support
What if I received a defective or wrong item?
Please contact us within 24 hours of receiving the item with clear photos. We’ll assist you with a return or exchange.
What do I do if I didn’t receive my order?
Please reach out to our team via contact@thethreadsatelier.com or WhatsApp so we can resolve it promptly.
How can I contact customer support?
📧 Email: contact@thethreadsatelier.com
📲 WhatsApp: Click Here