Delivery & Returns

With Love, From Our Hands to Yours

Every piece we send carries a little of the story behind it.

Our collections bring together work made by artisans, artists and craftspeople whose skills have often been passed down through generations. Where possible, we include the name of the maker who created your piece, and some of our pieces are signed by the artisan themselves.

We want the experience of receiving your order to reflect the care that went into making it. Every parcel is therefore wrapped by hand and prepared with the same attention we give to the pieces themselves.

Where possible, we combine items from the same order to avoid unnecessary packaging and reduce waste. If you would like your cushions or blankets wrapped separately, simply leave us a note at checkout.

Dispatch

Our collections are currently stocked in Manchester and are sent out Thursday to Monday.

Once your order has left us, we will keep you updated on its journey.

If you are purchasing for a special occasion or need your order by a particular date, please get in touch before ordering. We are a small independent business and will always do our best to help where we can.

If your order has not arrived within 21 days of dispatch, please contact us so that we can investigate its whereabouts and, where possible, raise a claim with the courier. Please contact us promptly, as courier claims cannot be made after 28 days.

Delivery

Delivery Service	Estimated Delivery	Price
UK Standard – Artwork	2–4 working days	£10.99
UK Standard – Other Items	2–4 working days	£5.99
International Standard	Varies by destination	Calculated at checkout

We use Royal Mail and Evri to deliver our orders.

Delivery times are estimates and, occasionally, delays can occur once a parcel has left us that are beyond our control.

Sending Our Heritage Around the World

We are proud to share these pieces beyond their places of origin and with homes around the world. However, international regulations mean that certain products cannot currently be sent to some destinations.

United States

Orders sent to the United States may be subject to customs duties and taxes, regardless of the value of the parcel.

The delivery company may contact you by email to arrange payment of any applicable charges before your parcel can be delivered. If these charges are not paid, the parcel may be returned to us.

EU & Northern Ireland

Due to product safety regulations introduced in December 2024, we are currently unable to send most of our collection to the European Union and Northern Ireland.

We hope to make more of our collection available again as the relevant requirements are met.

Other International Destinations

We ship worldwide wherever possible.

If your country does not appear as a delivery option at checkout, please email us at info@threadsandrivers.com We will be happy to explore the available options and provide a shipping quote where possible.

Please note that international customers are responsible for any customs duties, import taxes, handling fees or other charges imposed by their country.

These charges vary from place to place and are outside our control, so we recommend checking with your local customs authority before placing your order.

If an international parcel has not arrived within 21 days, please contact us so that we can investigate and, where possible, raise a claim with the courier. Claims cannot be submitted after 28 days.

Returns

We hope that the piece you choose becomes something you keep for years.

We understand, however, that sometimes a purchase may not be quite right. Our returns policy is here to make that process as straightforward as possible.

Because so much of what we offer is handmade, no two pieces are necessarily identical. Small variations in colour, texture, size, weave or finish are natural characteristics of handmade work and are part of its beauty and individuality.

UK Returns

If you change your mind about your purchase, you may return it within 14 days of receiving it.

Before sending your item back, please contact us at info@threadsandrivers.com including your order number and the item you wish to return.

Items should be returned unused, in their original condition and with the original packaging where applicable.

Once the piece has returned safely to us, we will inspect it and process your refund.

If an item has been used, damaged or returned in a condition that materially affects its saleability, we reserve the right to refuse the refund or deduct up to 15% of the original purchase price to reflect the reduction in value.

EU Returns

If you are a consumer based in the European Union, you have a statutory 14-day right to withdraw from your purchase.

This means you may notify us within 14 days of receiving your order that you wish to cancel your purchase, without having to provide a reason.

To exercise this right, please complete our EU Withdrawal Form within 14 days of receiving your order.

If your order has not yet been dispatched, we will cancel it and arrange your refund.

If it has already been sent, you must return the goods to us within 14 days of notifying us that you wish to withdraw.

The direct cost of returning the goods is the customer's responsibility. Any customs duties, import taxes, handling charges, return postage or costs arising from refused delivery or a parcel being returned to sender will also remain the responsibility of the customer.

Once the goods have reached us, or you have provided suitable evidence that they have been returned, we will process your refund in accordance with applicable consumer protection legislation.

Where required by law, your refund will include the purchase price of the goods and the standard delivery charge paid at checkout.

If the item has been handled beyond what is reasonably necessary to establish its nature, characteristics and function, we may make a deduction to reflect any resulting loss in value.

Certain goods are excluded from the statutory right of withdrawal, including some personalised, custom-made and perishable items, as well as other products excluded by law.

Returns from Outside the UK & EU

For customers outside the UK and EU, the cost of returning an unwanted item is currently the responsibility of the customer.

Please contact us at info@threadsandrivers.com before sending your return so that we know to expect it.

Once the item has arrived safely back with us in its original and saleable condition, we will refund the purchase price. The original delivery charge will not be refunded.

If an item is returned used, damaged or in a condition that affects its saleability, we reserve the right to refuse the refund or deduct up to 20% of the original purchase price to reflect the loss in value.

This does not affect any statutory consumer rights that apply to you under the laws of your country.

Exchanges

Many of our pieces are made in small batches, and once a particular design is gone, it may not return in exactly the same form.

For this reason, we do not offer direct exchanges.

If you would like a different colour, size or product, please return your original purchase in accordance with the relevant returns policy and place a new order for the piece you would prefer.

This is also the best way to secure an alternative item while it is still available.

Faulty or Incorrect Items

The marks, variations and subtle imperfections found in handmade work are often evidence of the hand behind the piece. They reflect the materials, techniques and traditions used to create it and are not considered faults.

However, if your order arrives damaged, genuinely faulty, or different from the item you ordered, please contact us at info@threadsandrivers.com

Where possible, please let us know within 5 working days of receiving your order and include photographs so that we can understand the issue.

We will arrange the return where necessary and carefully inspect the piece. If the item is confirmed to be faulty or incorrectly supplied, we will provide an appropriate remedy, including a full refund where applicable.

Returning a Piece to Us

Please take care when packaging anything you return. Many of our pieces have travelled a long way before reaching you, and we want them to make their journey home safely.

Once a returned parcel has been handed to the postal or courier service, we cannot accept responsibility for items that are lost or damaged in transit.

We therefore strongly recommend keeping proof of postage and using a tracked service for valuable or fragile items.

Cancelling Your Order

If you change your mind and would like to cancel your order, please contact us at info@threadsandrivers.com as soon as possible.

If your order has not yet been dispatched, we will cancel it and arrange your refund.

If it has already been dispatched, you will need to return the order in accordance with the relevant returns policy before your refund can be processed.

Where a cancellation falls outside your statutory consumer rights, the original delivery charge will not be refunded.

Our Promise

We are a small independent business working with people, places and traditions that matter to us.

Every piece has its own story, and we want the journey from maker to home to be handled with the same care and respect as the making itself.

If you ever have a question about your order, a delivery or a return, please get in touch at info@threadsandrivers.com .We are always happy to help.