Returns & Refunds

Changed your mind

You can cancel your order for any reason within 14 days of the day you, or someone you name, receive your piece. If your order contains several pieces delivered on different days, the 14 days run from the day you receive the last one.

1. Use the Request a refund button on your order page (the link is in your confirmation email), or email hello@shuithread.com with your order number and a clear statement that you wish to cancel. You can use the form below, but you don't have to.
2. We'll reply with the return address.
3. Send the piece back within 14 days of telling us, well packed and with its certificate of authenticity.

You pay the direct cost of returning the piece. Please use a tracked, insured service and keep your proof of postage: the piece is your responsibility until it reaches us, and a piece lost or damaged on its way back may not be refunded in full.

You may unpack and look at your piece as you would in a shop. If its value has gone down because it was handled beyond what was needed to establish its nature, characteristics and functioning, we may reduce your refund by that amount.

The piece returned must be the piece we sent. We check every return when it arrives, and we may refuse a refund for anything else.

自收到作品之日起 14 天内可无理由取消订单（可在订单页面点击申请退款，或发邮件告知），告知我们后 14 天内寄回。退回运费由买家承担，请使用可追踪并有保险的快递，并保留寄件凭证；作品送达我们之前由买家负责。可以像在实体店一样查看作品；若因超出查看必要的使用导致贬值，我们可能相应扣减退款。退回的必须是我们寄出的那件作品。

Your refund

We'll refund the price you paid to your original payment method within 14 days of receiving the piece, or of receiving proof you sent it back, whichever is sooner. Delivery to you is free, so there is no delivery charge to refund. If you used a voucher, we refund the amount you actually paid.

我们会在收到作品或寄回凭证后 14 天内（以较早者为准），原路退还实际支付的金额。使用优惠码的订单按实付金额退款。

Faulty, damaged or not as described

Please email us with your order number and a photo as soon as you can. In these cases we pay the return postage. Depending on the timing, you may be entitled to a full refund, a repair or a replacement. As each piece is one of a kind, an identical replacement may not be possible.

Small variations in stitch, thread and colour are a natural part of handmade work and are not faults, and colours may look slightly different on your screen. Your rights under the Consumer Rights Act 2015 are not affected.

如作品有瑕疵、运输损坏或与描述不符，请尽快发邮件并附照片，此时退回运费由我们承担。手工制作带来的针脚、丝线和色彩的细微差异属于正常现象。本说明不影响您依法享有的权利。

Lost or late parcels

Your piece is shipped within 7–21 days of your order and then takes 3–7 business days to arrive. We deliver to UK addresses only. Please check your address carefully before paying and tell us straight away if it is wrong. If your parcel hasn't arrived when expected, please contact us and we'll trace it.

作品在下单后 7–21 天内发出，寄送约需 3–7 个工作日，仅限英国地址。付款前请核对地址，如有错误请立即联系我们。如未按时收到，请联系我们查询。

If a piece is no longer available

Each piece is one of a kind. If two orders are placed for the same piece at about the same moment, or we otherwise can't supply your order, we'll tell you promptly and refund everything you paid in full.

每件作品都是孤品。如果同一件作品几乎同时被下单，或因其他原因无法供货，我们会尽快通知并全额退款。

Questions and complaints

Please email hello@shuithread.com first, as most problems can be put right quickly that way. These terms are governed by the law of England and Wales. If you live elsewhere in the UK, you may also bring proceedings in your home courts and keep the protection of your local consumer law. Nothing on this page limits your legal rights as a consumer.

如有问题或投诉，请先发邮件联系我们。本说明适用英格兰及威尔士法律；居住在英国其他地区的消费者也可在当地法院提起诉讼。本说明不限制您依法享有的消费者权利。

Contact

Shui Thread is operated by CARBONKITE LTD, which is the seller of your order and the name you may see on your card statement.

CARBONKITE LTD, 28 Tersha Street, Richmond, TW9 2LY, United Kingdom
hello@shuithread.com

Cancellation form

Complete and return this form only if you wish to cancel your order. Using it is optional.