At Heythreads, we strive to ensure that you are completely satisfied with your purchase. If you are not entirely happy with your order, we offer a straightforward return and exchange process.
Return Policy
Eligibility for Returns
- Returns are accepted within 10 days from the day you receive your parcel.
- Items must be unused, unworn, unwashed, and in their original condition with all tags attached.
- Items must be returned in their original packaging.
Non-Returnable Items
- Sale items and gift cards are final sale and cannot be returned.
- For hygiene reasons, we cannot accept returns on underwear, swimwear, and earrings unless they are faulty.
Return Process
- To initiate a return, please contact our Customer Service team at marketing@heythreadsofficial.com with your order number and reason for return.
- Once your return is authorised, please feel free to use any courier service of your choice to mail your order to mail your order to the following address:
|
Malaysia |
33, Jalan Anggerik 42, Taman Johor Jaya, |
| Singapore |
BLK731 Woodlands Circle #04-03 (S) 730731 |
*We recommend using a trackable shipping service or purchasing shipping insurance. Customers are responsible for the return shipping costs unless the item received was damaged or incorrect.
Store Credit
- Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your return.
- If approved, you will receive store credit equal to the purchase price of the returned item(s) (excluding original shipping costs)
- Store credit will be issued to your account and can be used for future purchases.
Exchange Policy
Eligibility for Exchanges
- Exchanges are accepted within 10 days from the day you receive your parcel.
- Items must be unused, unworn, unwashed, and in their original condition with all tags attached.
- Items must be returned in their original packaging.
Exchange Process
- To exchange, please contact our Customer Service team at marketing@heythreadsofficial.com with your order number and reason for return.
- Once your return is authorised, please feel free to use any courier service of your choice to mail your order to mail your order to the following address:
|
Malaysia |
33, Jalan Anggerik 42, Taman Johor Jaya, |
| Singapore |
BLK731 Woodlands Circle #04-03 (S) 730731 |
*We recommend using a trackable shipping service or purchasing shipping insurance. Customers are responsible for the return shipping costs unless the item received was damaged or incorrect.
Processing Time
- Once your exchange is received and inspected, we will send you an email to notify you of the approval or rejection of your exchange.
- If approved, your new item will be shipped to you within 5-8 business days, subject to stock availability.
Defective Item Policy
At Heythreads, we always aim to provide you with high-quality products that you'll adore. However, sometimes a defective item might sneak through our quality checks. If that happens, here's what you need to do:
Identifying a Defective Item
A defective item is one that has manufacturing faults, such as:
- Fabric flaws (holes, tears, or severe discoloration)
- Faulty stitching or seams
- Broken zippers, buttons, or other hardware
- Incorrect sizing or labeling
What to Do if You Receive a Defective Item
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Contact Us Immediately: Email our customer service team at marketing@heythreadsofficial.com within 10 days of receiving your order. Please include your order number, a description of the defect, and clear photos showing the defect.
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Assessment: Our customer service team will review your claim and the provided photos. We may request additional information if needed to assess the issue.
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Return Authorization: If the item is deemed defective, we will provide you with a return authorization and instructions on how to return the item to us.
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Return Shipping: We will cover the return shipping costs for defective items. You may choose any courier service to send the item back to us.
|
Malaysia |
33, Jalan Anggerik 42, Taman Johor Jaya, |
| Singapore |
BLK731 Woodlands Circle #04-03 (S) 730731 |
*We recommend using a trackable shipping service or purchasing shipping insurance.
- Resolution Options: Once we receive and inspect the defective item, we will offer you one of the following resolutions:
- Replacement: We will send you a replacement item at no additional cost.
- Refund: If a replacement is not available, we will process a full refund to your original payment method.
Important Notes
- Items must be returned in their original condition, unworn and with tags attached.
- Claims for defective items must be made within 10 days of receipt.
- Please allow up to 7 business days for the resolution process once we receive your returned item.
We apologize for any inconvenience a defective item may cause and appreciate your understanding as we work to resolve the issue promptly. If you have any further questions or need assistance, please do not hesitate to contact our customer service team at marketing@heythreadsofficial.com .