FAQ

FAQ

Orders & Products

What products does Threads offer?

Threads produces premium everyday essentials including men's boxers, singlets, women's vests, panties, and select sleepwear and lingerie. All products are designed for comfort, durability, and daily wear.

Where are Threads products made?

All Threads products are proudly made in Nigeria.

What materials are used?

Materials vary by product type. Our boxers and vests are primarily cotton blends. Lingerie and select sleepwear may include nylon, spandex, or other blended fabrics for stretch, support, and durability. Each product page lists the full fabric composition and care instructions specific to that item.

How do I choose my size?

Each product page includes a detailed size guide with measurement instructions and a size conversion chart. We recommend measuring on bare skin for accuracy. If you are between sizes, we generally recommend sizing up for added comfort.

Are your products suitable for sensitive skin?

Yes. We prioritize breathable, skin-friendly fabrics suitable for daily use. However, if you have specific sensitivities, check the product page for material details or contact us before ordering.

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Ordering & Payment

How do I place an order?

Browse products on our website, select your preferred size and quantity, add items to cart, and proceed to checkout.

What payment methods do you accept?

We accept secure online payments through debit cards, credit cards, and supported local payment gateways.

Do you offer payment on delivery?

Currently, Threads operates on prepaid orders only.

Can I modify or cancel my order after payment?

Orders can only be modified or canceled within a limited processing window. Contact customer support immediately after placing your order at 08135353532 (WhatsApp) or returns@threadsng.com.

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Shipping & Delivery

Where do you deliver?

We currently deliver across Kano metropolis, with plans for wider regional expansion.

What delivery options are available?

Express Delivery (within 2 hours)

Same-Day Delivery

Next-Day Delivery

How much does delivery cost?

Delivery fees vary based on your selected option and location at checkout.

How can I track my order?

Customers receive order updates and dispatch notifications through email or SMS.

Will my order be marked as underwear/sleepwear on the packaging?

All orders are delivered in discreet, unmarked packaging with no product descriptions visible on the exterior.

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Sizing & Fit

How do I measure myself for the correct size?

Each product page includes detailed measurement instructions and a size conversion chart. We recommend measuring on bare skin for accuracy. Take your time getting this right — our return window for sizing issues is very short.

What if my order doesn't fit?

If you ordered the wrong size, you have 3 days from confirmed delivery to request an exchange. The item must be unworn, unwashed, with intact tags, seals, and original packaging. Because of this short window, we strongly recommend using our size guide and measuring carefully before ordering.

For Threads errors (we send the wrong size), there is no time limit — contact us immediately.

What if sizing feels different across products?

Fit may vary between product types and fabric compositions. Always refer to the specific size guide for each item before ordering.

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Privacy & Confidentiality

Is my purchase information confidential?

Yes. We maintain strict confidentiality of all customer data and payment information. See our Privacy Policy for full details.

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Returns & Exchanges

Our Promise: We want you to receive exactly what you ordered, in perfect condition. If something goes wrong on our end, we will fix it.

Important: Due to hygiene standards for intimate apparel, customer-initiated returns have a very short window. Please use our size guides carefully and measure yourself accurately before ordering.

What can I return?

Items eligible for return or exchange:

Wrong item, size, or color sent by us — no time limit

Defective or damaged product — must be reported within 14 days of delivery

Unopened intimate items (panties, briefs, boxers, thongs, bodysuits, shapewear bottoms) with intact tags, seals, and original packaging — must be requested within 3 days of delivery

Items NOT eligible for return:

Opened or tried-on intimate-contact items (once the hygiene seal or packaging is opened)

Worn, washed, stretched, or stained items

Items with removed tags or broken seals

Customer-initiated returns requested after 3 days of delivery

Final Sale, Clearance, or As-Is items (except if defective)

Custom-made or specially requested items

Items purchased from unauthorized resellers

Note: This policy complies with Nigerian consumer protection law and the Federal Competition and Consumer Protection Commission (FCCPC) standards. Where a product is defective, unsafe, or materially different from what was ordered, Threads will handle complaints fairly and in line with applicable law.

How do I request a return or exchange?

Contact us immediately after delivery if you need to return an item:

WhatsApp: 08135353532

Email: returns@threadsng.com

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

Include: full name, phone number, order number, item name/size, reason for return, and photos where applicable.

Do not return an item until we confirm and provide instructions.

What if I receive a damaged or incorrect item?

Report defects or Threads errors within 14 days of delivery with:

Order number and proof of purchase

Clear photos or video showing the defect or wrong item

Photos of the packaging as received

Description of the issue

Verified defects and Threads errors receive a replacement or full refund, including return shipping costs. There is no time limit for Threads errors — we will make it right.

What are the timelines for returns?

Customer-initiated returns: Request within 3 days of delivery; item must arrive back within 5 days of approval

Threads errors or defects: Report within 14 days of delivery; no time limit for resolution

Refund processing: 3–10 business days after item is received and inspected (bank transfers may take additional 1–2 business days; international transfers may take up to 2 weeks)

Who pays for return shipping?

Threads error (wrong item, wrong size, wrong color): Threads covers both return and replacement delivery

Customer-initiated (you ordered wrong size, changed your mind): You cover return shipping; Threads covers replacement delivery

Defective item: Threads covers return and replacement shipping

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Refunds & Exchanges

What's the process for getting money back?

Threads offers exchanges first for eligible returns. If the replacement item is unavailable or the item doesn't qualify for return, we issue a refund.

How are refunds processed?

Refunds are issued after we receive and inspect the returned item and are processed within 3–10 business days. Bank transfers may take an additional 1–2 business days to reflect in Nigerian accounts; international transfers may take up to 2 weeks.

What refund methods are available?

Store credit/gift card (credited same day once return is approved)

Bank transfer (to a Nigerian account; provide details)

Original payment method (where possible)

Are delivery fees refundable?

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

What about refunds on discounted or bundled items?

Refund value reflects the actual amount you paid, not the full retail price. If a free item was included, it may need to be returned; if not returned, its value may be deducted from your refund.

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Final Sale Items

What does Final Sale mean?

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 clearly indicates final sale conditions before purchase.

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Product Care & Durability

How long do Threads products last?

With proper care, our products are designed to maintain comfort and durability for extended daily use. Regular washing and air-drying help preserve longevity.

Do your products shrink or stretch over time?

Shrinkage and elasticity depend on fabric type. Cotton-blend products are pre-shrunk; synthetic-blend items (like lingerie) are designed to resist stretching with proper care. See product-specific care labels for guidance on your item.

What is the manufacturing defect warranty?

Manufacturing defects must be reported within 14 days of delivery with photos and order details. Verified defects will be replaced or refunded at no cost to you.

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Care Instructions

How should I wash Threads products?

Machine wash or hand wash with mild detergent

Avoid bleach

Air dry when possible

Wash dark colors separately

For lingerie and synthetic blends, avoid high heat drying

Refer to product-specific care labels for detailed instructions.

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Stock & Availability

Are products always in stock?

Stock levels vary by item and size. If an item is unavailable, we'll indicate this on the product page. Pre-orders are available for upcoming releases.

What if an item I want is out of stock?

You can sign up for restock notifications on the product page, or contact us to place a pre-order.

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Wholesale & Retail Partnerships

Do you supply retailers or bulk buyers?

Yes. Threads works with retailers and distributors interested in bulk purchasing.

How do I become a retail partner?

Use the retailer inquiry form on our website, and our sales team will contact you.

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Brand & Customer Support

What makes Threads different?

Threads combines local manufacturing, quality materials, and affordability to deliver reliable essentials tailored for everyday life.

How do I contact customer support?

You can reach us through:

WhatsApp: 08135353532 (Monday – Saturday, 10am – 5pm WAT)

Email: returns@threadsng.com

Website contact form

Official social media pages

For returns, exchanges, and urgent issues, WhatsApp or email are fastest.

Does Threads offer promotions or discounts?

Yes. We periodically run promotional campaigns, bundle offers, and seasonal discounts.

How can I suggest new products or designs?

We'd love to hear from you. Use our contact form to share ideas or feedback about what you'd like to see from Threads.

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Future Plans

Will Threads expand beyond Kano?

Yes. Nationwide shipping and broader product lines are part of our long-term growth strategy.