Return Policy Page

We want every customer to receive exactly what they ordered — the right product, in the right condition, delivered properly. If something goes wrong on our end, we will fix it. If a product arrives defective or damaged, we will replace it or refund you.

Because Threads sells underwear, lingerie, and sleepwear, hygiene is central to how we handle returns. Our conditions are firm on this, but they are fair — and we will always tell you clearly where you stand before you send anything back.

A product is eligible for return or exchange under the following circumstances:

1a. Threads Error or Defective Item

If we sent the wrong item, wrong size, wrong color, or a defective or damaged product, the item is eligible for return or exchange regardless of whether it has been opened. This applies to all product types, including intimate apparel.

To be eligible, you must:

–       Contact us within 3 days of confirmed delivery

–       Provide your order number, photos of the item, and photos of the packaging

–       Do not return the item until we confirm and provide return instructions

1b. Customer-Initiated Return (Change of Mind or Wrong Size Ordered)

If you ordered the wrong size or simply changed your mind, the item may be eligible for exchange subject to the following conditions:

–       Item must be unworn, unwashed, and unused

–       All original tags, hygiene seals, and packaging must be intact

–       Item must be free of perfume, deodorant, body cream, makeup, or any signs of use

–       Return must be requested within 14 days of confirmed delivery

–       Item must be received by Threads within 7 days of return approval

The following items cannot be returned or exchanged, except where they are defective, unsafe, or materially different from what was ordered:

–       Intimate-contact items (panties, briefs, boxers, thongs, bodysuits, shapewear bottoms) that have been opened, tried on, or removed from original packaging

–       Items that are worn, washed, stretched, stained, perfumed, or otherwise show signs of use

–       Items with removed tags, broken hygiene seals, or missing original packaging

–       Items marked Final Sale, Clearance, or As-Is at the time of purchase

–       Custom-made, altered, embroidered, or specially requested items

–       Items purchased from unauthorized resellers or third-party platforms not approved by Threads

Nothing in this policy removes any right a customer has under Nigerian consumer protection law. Where a product is defective, unsafe, or materially different from what was ordered, Threads will handle the complaint fairly and in line with applicable law, including standards set by the Federal Competition and Consumer Protection Commission (FCCPC).

Where an item qualifies under Section 1, Threads will offer an exchange as the first resolution. Refunds are issued where an exchange is not possible.

Exchanges are available for:

–       Wrong size, color, or item delivered by Threads

–       Defective or damaged item delivered by Threads

–       Eligible, unopened items returned under Section 1b

If the replacement item is unavailable, Threads will offer store credit or a refund of equal value. Availability of replacement items is not guaranteed.

Shipping Costs for Exchanges

–       Threads error or defective item: Threads covers return and replacement delivery costs

–       Customer-initiated (wrong size ordered, change of mind): Customer covers return shipping; Threads covers outbound replacement delivery

–       Rejected return: Customer covers the cost of having the item returned to them

Refunds are issued where:

–       An exchange is not possible because the replacement item is unavailable

–       The item is defective and cannot be replaced

–       Threads determines a refund is the appropriate resolution

Refunds are processed after Threads receives and inspects the returned item. Please allow 3 to 10 business days for processing. Bank transfers to Nigerian accounts may take an additional 1 to 2 business days to reflect, depending on your bank. Internation transactions may take up to 2 weeks to be processed. Store credit is issued on the same day once a return is deemed eligible.

Refund Methods

Refunds are made as store credit or to the original payment method where possible. Where this is not possible, Threads may issue:

–       Bank transfer (account details must be provided)

–       Store credit (same day credit) 

Original delivery fees are non-refundable, except where the return is due to a Threads error or a confirmed defective item.

Do not return any item before contacting us and receiving written confirmation. Items returned without approval will not be processed.

To request a return or exchange:

–       Contact us via WhatsApp at 08135353532 or email at returns@threadsng.com

–       Include your full name, phone number, order number, item name and size, reason for return, and photos where applicable

–       Wait for our confirmation and return instructions before shipping anything

–       Once approved, ship the item using a trusted and reliable dispatch rider or courier.

–       Share your tracking number with us after shipping if applicable.

Hours: Monday – Saturday, 10am – 5pm WAT

If your item arrives damaged or has a manufacturing defect, report it within 14 days of delivery. Do not return the item before contacting us — we will advise you on next steps based on the specific situation.

When reporting a defect, include:

–       Order number and proof of purchase

–       Clear photos or video of the item showing the defect

–       Photos of the packaging as received

–       A brief description of the issue

Verified defects will be resolved with a replacement or full refund, including return shipping costs where applicable.

Where an item was purchased as part of a promotion, bundle, or discount offer, the refund value will reflect the actual amount paid for that item, not the full retail price.

If a free item was included with the order, it may need to be returned before a refund is processed. If the free item is not returned, its value may be deducted from the refund.

Items marked Final Sale, Clearance, As-Is, or Promo Sale cannot be returned or exchanged, except where the item is defective, unsafe, or materially different from what was ordered. Threads will clearly indicate final sale conditions before or at the point of purchase.