Returns and Exchange Policy
At Whisper & Thread, we strive to provide high-quality customisable underwear and a positive shopping experience. If you are not completely satisfied with your purchase, we are here to help.
Returns
Eligibility
Since all our items have customised embroidery on them, we do not accept returns unless:
• Item is damaged or has an obvious defect
• Item is embroidered with an incorrect phrase.
• Embroidery is unclear.
• Wrong item was shipped.
• Items must be returned within 30 days of receipt.
• Items must be unworn, unwashed, and in their original condition with all tags attached.
Shipping fees are non-refundable. A 30% customisation fee based on the unit price of the product will be deducted from the return when processing the refund.
Process
Contact our customer service team at hello@whisperandthread.com to initiate a return.
Include your order number and reason for return in the email.
Our team will provide you
with a return authorisation and instructions for shipping the item back to us.
Refunds
Once we receive your returned item, we will inspect it and notify you of the approval or rejection of your refund. If approved, a refund will be processed to your original method of payment within 7-10 business days.
Exchanges
Eligibility
Since all our items have customised embroidery on them, we do not accept exchanges. Please select your customisation wisely as we don't exchange due to an error you made with spelling or if you change your mind.
We will exchange only in the following circumstances:
• Item is damaged or has an obvious defect
• Item is embroidered with an incorrect phrase.
• Embroidery is unclear.
• Wrong item was shipped.
• Items must be exchanged within 30 days of receipt.
• Items must be unworn, unwashed, and in their original condition with all tags attached.
Shipping fees will be your responsibility to return the item. A 30% customisation fee based on the unit price of the product will be added to the exchanged item.
Process
Contact our customer service team at hello@whisperandthread.com to initiate an exchange.
Include your order number and details of the item you wish to exchange, along with the specific reason (damage, incorrect phrase, unclear embroidery, wrong shipment).
Our team will provide you with an exchange authorization and instructions for shipping the item back to us.
Processing
Once we receive your item for exchange, we will inspect it and notify you of the approval or rejection of your exchange.
If approved, we will send out the replacement item within 7-10 business days.
Defective or Damaged Items
If you receive a defective or damaged item, please contact our customer service team at hello@whisperandthread.com within 7 days of receipt.
Provide your order number and a description of the defect or damage, along with photos if possible.
We will provide you with a return or exchange authorization and instructions for returning the item.
NO return or Exchange
The following reasons are NOT covered under our return and exchange policy. We are not liable for these issues:
• Product damaged due to exposure to corrosive substances or chemicals
• Items that have been washed or worn or soiled, or damaged from customers handling
• Products that exceed 30 days processing time
• The product received by us from you does not match the item recorded in the shopping order form
• Product damaged by misuse
• Partial returns or exchange of products as part of a set are not accepted
Contact Us
If you have any questions about our return and exchange policy, please contact us at hello@whisperandthread.com.