Refunds & Exchanges
Because most of our items are made-to-order and personalised for you, all sales are final and non-refundable. Once an item has been embroidered, printed, or customised, we are unable to accept returns or exchanges, unless the error was made on our side.
This policy is supported by Section 20(3)(a) of the Consumer Protection Act (CPA), which states that customised or personalised goods are not eligible for return unless the item is defective.
​
The only exceptions are if the item(s) arrive with:
1. Incorrect spelling, colour (e.g. you ordered red and a green garment arrives), design or garment type compared to your order specifications,
2. The wrong size based on what you selected,
3. A placement issue with the embroidery or print compared to your order specifications.
​
Please ensure all details - including spelling, sizing and colours (especially the exact hue) - are correct before placing your order, as we make everything according to your needs.
Turnaround Time
Each of our items are made with care, and depending on our order queue, our lead time can vary.
​
We offer two options:
Standard Delivery: 8-13 working days manufacturing time, 1-4 working days shipping depending on your region.
Express Delivery: 3-5 working days manufacturing time, 1-2 working days shipping depending on your region.
Privacy
Your privacy matters to us. All personal information collected during checkout (such as your address, contact details, payment info and pictures) is used solely for the purpose of completing your order and communicating with you about it.
We will never share, sell or distribute your personal information to any third party unless required by law or for delivery (e.g. providing your contact details to our courier service).
All transactions are processed securely, and your payment details are protected through our payment merchant - Paystack.
If you have any questions about your privacy or the data we store, feel free to reach out to us.
Payments & Cancellations
All orders must be paid in full before production begins. We do not reserve stock or begin work on any item until payment has been received and confirmed. We accept payment via Paystack or EFT (please contact us directly to pay via EFT, Paystack is our website's payment merchant).
Once your order is placed, cancellations must be made within 24 hours. Any changes you would like to make (e.g. colour, size or address), can be made at any time, as long as your order has not yet been manufactures or shipped. Please contact us as soon as possible when wanting to make any changes to your order, before it's too late!
If you are unsure about anything, we are always happy to help clarify before you place your order!
Garments Disclaimer
Because our items are made-to-order, we do not always have every colour available in every design to photograph and display on the website.
​
We do our best to show colour options as accurately as possible, but please note that actual colours may vary slightly due to:
- Lighting and photography
- Screen brightness and settings
- Supplier stock availability
- Dye lot or supplier batch differences
​
If you are unsure about a colour, you are always welcome to reach out before placing your order for extra clarity to avoid any disappointment.
​
Some colours are only available in specific styles, makes or fits - which means certain garments may differ slightly in fabric thickness, texture, drawstring style or hood style. These small differences are based on what is available from our suppliers and are not considered defects.
​
Different colours are sourced from different trusted and vetted suppliers, meaning no garment is exactly the same as the other, but every piece is made with the same level of care and quality.
Always Be Kind
Hanging by a Thread is run entirely by one person - from designing to manufacturing to packing to answering messages. I pour my heart and soul into each item and always strive to make my clients happy, but I ask for your kindness and patience if there are delays or if something doesn't immediately meet your expectations.
Sometimes, life happens, but I will always do my best to communicate and make things right!