Refund policy

Return and Refund Policy

Last updated: 21/07/2026

At Thread & Touch, every piece is handmade with care using natural gemstones and freshwater pearls. We want you to love what you receive — here's how returns and exchanges work.

Natural Variation Because we work with natural gemstones and freshwater pearls, slight variations in colour, size, and shape are part of what makes each piece unique — not a defect. Photos are a close representation, but natural materials will never be perfectly identical from piece to piece.

Return Window You may return or exchange an item within 7 days of delivery, provided it is unworn, undamaged, and in its original packaging.

Non-Returnable Items For hygiene reasons, earrings (including studs and hooks) cannot be returned or exchanged unless faulty.

Change of Mind If you'd like to return or exchange an item because it's not right for you, you are welcome to do so within the 7-day window. Return shipping costs are the customer's responsibility for change-of-mind returns.

Faulty or Damaged Items (Arrived Damaged) If your item arrives damaged or with a manufacturing fault, please contact us within 7 days of delivery with photos of the issue. We will offer an exchange for the same or similar item, and cover return shipping costs in this case. If the same item is no longer available, or you would prefer a refund, we will provide a refund in line with your rights under New Zealand's Consumer Guarantees Act.

Damage After Delivery (Customer-Caused) If your piece is damaged after delivery through wear and tear or accidental damage, we're happy to help repair it where possible. Repair costs (if any) will be quoted before we proceed, and return shipping to and from us for repairs is the customer's responsibility.

How to Start a Return Email us at threadtouchnz@gmail.com or dm at @threadtouch.nz with your order number and the reason for return. We'll confirm the details and provide instructions for sending the item back.

Refunds Once we receive and inspect your returned item, refunds will be processed to your original payment method within 5–10 business days.