FREQUENTLY ASKED QUESTIONS
At Customize Thread, we strive to ensure that the product you receive closely matches the image displayed on our website. However, since many of our products are handmade and customized to your specifications, slight variations in color, design, or appearance may occur. These differences add to the uniqueness of each product and are a natural part of the customization process.
At Customize Thread, returns are only accepted for items that are damaged during delivery. Since all our products are customized and made to order, we do not accept returns for any other reason.
To return a damaged item, please follow these steps:
Record a video: Immediately upon receiving your package, record a video while opening the delivery package. This will serve as proof in case the product is damaged.
Contact us: Send an email to contact@customizethread.com within 48 hours of receiving the product. Include:
- Your order number.
- A clear description of the damage.
- The recorded video showing the damage during the opening of the package.
Return approval: Once we review your request and video evidence, we will inform you whether your return request is approved.
Return shipping: If approved, we will guide you on how to return the product, either by arranging a pickup or providing return instructions.
Refund or replacement: After we receive the product in its original condition, we will process a refund or send a replacement, depending on your preference and the situation.
Since most of our products at Customize Thread are custom-made and personalized, restocking depends on the availability of materials and demand. If an item is marked as "out of stock," it may or may not be restocked in the future.