Refund policy

Returns & Refunds

We want you to love what you ordered. If something isn't right, here's how we handle it.

Returns

We accept returns within 14 days of purchase. To be eligible, items must be unused, in their original condition, and returned in original packaging. Proof of purchase is required.

The following items are not eligible for return:

  • Gift cards
  • Downloadable products
  • Intimate, sanitary, or personal care items
  • Hazardous materials, flammable liquids, or gases

Please do not return items to the manufacturer. All returns should be sent to:
Common Thread, Unit 2, 64 Seddon Street, Pukekohe 2120, New Zealand

Partial Returns

A partial refund may be considered where an item is returned outside the 14-day window, or arrives back to us in a condition that differs from how it was sent — including damage or missing parts not due to our error.

Refunds

Once your return is received and inspected, we'll be in touch to confirm 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'd suggest checking with your bank directly before reaching out to us at hello@commonthread.co.nz.

Sale items
Sale items are final — refunds are not available on discounted purchases.

Exchanges

We replace items only where they are defective or damaged. To arrange an exchange, get in touch at hello@commonthread.co.nz and send your item to:
Common Thread, Unit 2, 64 Seddon Street, Pukekohe 2120, New Zealand

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 directly.

Return Shipping

Return shipping costs are the responsibility of the customer and are non-refundable. If a refund is approved, the cost of return shipping will be deducted from your refund amount.

For items valued over $75, we recommend using a trackable service or purchasing shipping insurance — we cannot guarantee receipt of returned parcels.