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We want your Common Thread experience to be just as good at home as it is in the studio. If something isn't right with your order, we're here to help.
New Zealand Delivery
We deliver throughout New Zealand via Go Sweet Spot, our courier partner. Delivery typically takes 1–4 working days from dispatch - please allow additional time for rural addresses. Processing time is not included in this estimate.
All deliveries require a signature on receipt. Please provide a physical address - a workplace or residence where someone will be available to sign - when placing your order. We do not deliver to PO Box addresses. Deliveries take place Monday to Friday.
Once your order is dispatched, you'll receive a tracking number via email so you can follow your parcel's journey.
If a delivery attempt is unsuccessful, a card will be left with instructions for collection or redelivery. Parcels are held at the depot for up to seven days. Common Thread takes no responsibility for parcels following attempted delivery - redelivery or redirection is the responsibility of the recipient. If your parcel is returned to us after the collection period lapses, a redelivery fee will apply.
Local Delivery
We offer complimentary local delivery within 5km of the studio. Parcels are delivered to a physical address Monday to Friday and will be placed in your letterbox or left on your doorstep. We do not deliver to PO Box addresses. Once delivered, Common Thread takes no responsibility for missing parcels.
We accept returns within 14 days of purchase. To be eligible, items must be unused, in their original condition, and in original packaging. Proof of purchase is required to process any return.
The following items are not eligible for return:
Partial returns may be considered where items are returned outside the 14-day window or arrive in a condition that differs from how they were sent.
Please do not return items directly to the manufacturer. All returns should be sent to:
Common Thread, Unit 2, 64 Seddon Street, Pukekohe 2120, New Zealand
Return shipping costs are the responsibility of the customer and are non-refundable. For items valued over $75, we recommend using a trackable service or purchasing shipping insurance - we cannot guarantee receipt of returned parcels.
Once your return is received and inspected, we'll be in touch to let you know whether your refund has been approved. Approved refunds are processed back to your original payment method. Please allow a few business days for this to appear, depending on your bank or card provider.
If you haven't received your refund after allowing reasonable processing time, we recommend checking with your bank directly before getting in touch with us at hello@commonthread.co.nz.
Sale Items
Sale items are final - we're unable to offer refunds on discounted purchases.
Gifts
If an item was marked as a gift at the time of purchase and delivered directly to you, you'll receive a gift credit to the value of the return once we've received the item back. If the order was shipped to the gift giver first, the refund will be returned to them.
Questions about an order? Reach us at hello@commonthread.co.nz - we'll always do our best to sort things out quickly.
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