Shipping & Returns

SHIPPING & RETURNS

Made to order, not mass produced

Every jthreads garment is made to order in a weekly production batch and inspected before dispatch.

Producing this way helps us maintain quality and avoid making garments that may never be worn. It also means your order takes a little longer than something pulled from a warehouse shelf.

Please allow up to two weeks from the date of your order for dispatch.

You will receive a shipping confirmation and tracking information as soon as your order is on its way.

Australian shipping

Order value	Service	Cost
A$150 or less	Australia Post Parcel Post	A$10
Over A$150	Australia Post Parcel Post	Free

Estimated delivery after dispatch: 3–7 business days.

International shipping

Destination	Order value	Service	Cost
New Zealand	A$150 or less	Australia Post International Standard	A$20
New Zealand	Over A$150	Australia Post International Standard	Free
Other international destinations	A$200 or less	Australia Post International Standard	A$35
Other international destinations	Over A$200	Australia Post International Standard	Free

Estimated delivery after dispatch:

Region	Estimated delivery
New Zealand	5–10 business days
United States and Canada	7–14 business days
United Kingdom and Europe	7–14 business days
Rest of world	10–21 business days

These are estimates rather than guaranteed delivery dates. Customs processing, carrier disruptions and events outside our reasonable control may cause delays.

International orders may be subject to local duties, taxes or customs charges. These are determined by the destination country and are the responsibility of the recipient.

Australian export requirements mean we must declare the correct value of an international order and identify it as merchandise. We cannot mark an order as a gift or declare a lower value.

International shipping insurance may be available at an additional cost. Contact us before ordering if you would like a quote.

Quality guarantee

Every order is inspected before dispatch.

If a garment does not meet our standard—for example, because of a garment fault, defective embroidery or a materially misaligned print—it will not knowingly be dispatched.

If something still slips through, contact us and we will make it right.

Change-of-mind returns

Because every garment is made to order, we do not provide refunds or store credit where you:

simply change your mind;
decide you no longer want the product;
find a similar product elsewhere;
select the wrong design or colour; or
do not like the product despite it matching its description.

This does not limit any rights you have under the Australian Consumer Law or other applicable consumer legislation.

Size exchanges

We understand that buying clothing online can involve some uncertainty. Although we do not offer general change-of-mind returns, we offer one size exchange per eligible garment.

To request a size exchange:

Contact us within 14 days of receiving your order.
Provide your order number and the replacement size you require.
Wait for return instructions before posting the garment.
Return the garment unworn, unwashed and in resalable condition, with its original tags where supplied.

The garment must be free from marks, damage, odours, pet hair and other signs of wear.

For Australian orders:

you are responsible for the cost of returning the original garment;
jthreads will cover standard postage for one replacement size; and
any further exchange or delivery costs are your responsibility.

For international orders, you are responsible for both return postage and the cost of sending the replacement garment.

We recommend using tracked return postage. Jthreads cannot process the exchange until the returned garment has been received.

Size exchanges are subject to availability. If the requested size is unavailable, we will offer store credit or another mutually agreed solution.

Size exchanges do not apply to personalised or customer-specified products unless we agree otherwise.

The 14-day period applies only to our discretionary sizing-exchange offer. It does not limit your rights concerning faulty, damaged or incorrectly supplied products.

Faulty, damaged or incorrect products

Please contact us as soon as reasonably possible if your order:

arrives damaged;
contains a manufacturing, printing or embroidery defect;
is different from its description;
is the wrong product, colour or size because of an error by us; or
otherwise fails to meet an applicable consumer guarantee.

Include your order number and a description of the issue. Photographs are helpful and may allow us to resolve the problem without requiring an immediate return.

We may reasonably assess the product before deciding on the appropriate remedy.

Depending on the nature of the problem and applicable law, the remedy may include:

a repair;
a replacement;
a refund;
store credit, where you choose to accept it; or
another appropriate solution.

Where a product has a major problem under the Australian Consumer Law, you may be entitled to choose between a replacement and a refund.

Where a confirmed fault requires the product to be returned, we will provide a prepaid label or reimburse reasonable return-postage costs.

You do not need to retain the product’s original packaging to exercise your statutory rights, although proof of purchase may be required.

Your rights apply equally to full-priced, discounted and promotional products.

Lost or delayed parcels

If your order has not arrived within the estimated delivery period:

Check the tracking information.
Check any safe-drop locations and ask other members of your household.
Confirm that the delivery address in your order confirmation is correct.
Contact us at contact@jthreads.net.

We will investigate the delivery with the carrier.

If an order is confirmed lost in transit, we will arrange an appropriate replacement or refund.

Jthreads remains your point of contact even where a production, postal or logistics partner helped produce or deliver the order.

If an order is returned because an incorrect or incomplete address was supplied by the customer, the customer may be responsible for the reasonable cost of resending it. This does not apply where the addressing error was made by jthreads or one of our service providers.

Where tracking states that an order was delivered but it cannot be located, we will assist with the carrier investigation. The available resolution will depend on the circumstances and applicable law.