Refund policy
Return & Refund Policy
Last Updated: October 19, 2026
At Duo Threads, we want you to love everything you order! Due to the made-to-order nature of many of our products and our frequently changing inventory, we have specific guidelines for returns and final-sale merchandise.
Please review our return policy before placing your order.
Returns & Store Credit
Duo Threads offers store credit only for eligible returns. We do not issue refunds to the original payment method for standard returns.
To qualify for store credit, merchandise must meet the following requirements:
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Items must be unworn, unwashed, unused, and in their original condition.
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All original tags must remain attached, when applicable.
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Items must be free of smoke, perfume, deodorant, pet hair, stains, damage, and any other signs of wear.
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Merchandise must be returned in its original packaging when applicable.
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Returns must be approved by Duo Threads before being shipped back.
We reserve the right to refuse any return that does not meet these requirements.
Final Sale Items
Due to the custom, made-to-order, or limited-run nature of many of our products, the following items are final sale and cannot be canceled, modified, returned, or exchanged once an order has been placed:
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Embroidered mock necks
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Custom apparel
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Custom accessories
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All sorority apparel
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Shoes
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Items purchased at 30% off or more
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Sale items
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Seasonal items
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Hats
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Jewelry
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Hair accessories
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Bodysuits
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Bralettes
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Intimates
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Swimwear
Final-sale merchandise is not eligible for standard returns, exchanges, or store credit.
Exceptions may apply to damaged, defective, or incorrect merchandise and where required by applicable law.
Return Window
Return requests for eligible merchandise must be submitted within 15 days of the date your order was delivered.
Once your return is approved, your merchandise must be shipped or delivered back to Duo Threads within 7 days of approval.
Returns shipped outside the approved return timeframe may not be accepted.
Items that do not meet our return eligibility requirements may be returned to the customer at their expense.
Once your return is received at our warehouse, please allow up to 5 business days for inspection and processing.
Approved returns will be issued as store credit, less applicable return shipping charges.
How to Start a Return
To initiate a return, email shop@duothreads.com with the subject line:
RETURN – [Your Order Number]
Please include:
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Your order number.
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The item or items you would like to return.
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The reason for your return.
Our customer service team will review your request and confirm whether your merchandise is eligible.
Once approved, we will provide return instructions and a return shipping label.
Customers are responsible for standard return shipping costs. The cost of the return shipping label provided by Duo Threads will be deducted from your store credit amount.
Please do not ship merchandise back without receiving return authorization.
Damaged or Defective Merchandise
Please inspect your merchandise promptly upon delivery.
If an item arrives damaged or defective, contact shop@duothreads.com within 7 days of delivery.
Please include:
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Your order number.
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A description of the damage or defect.
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Clear photographs showing the issue.
Our team will review your claim and work with you to provide an appropriate resolution, which may include replacement, refund, or another remedy as applicable.
Approved claims for damaged or defective merchandise will not be subject to standard return shipping charges.
Incorrect or Missing Items
We carefully inspect every order before shipment, but mistakes can occasionally happen.
If you receive an incorrect item or are missing merchandise from your order, please contact shop@duothreads.com within 7 days of delivery.
Please include your order number and details of the issue.
If necessary, Duo Threads will provide a prepaid return label for incorrect merchandise and arrange to send the correct item at no additional cost.
Exchanges
Due to our limited inventory and frequent product releases, we do not offer exchanges at this time.
If you would like a different size, color, or style, you may place a new order, subject to availability.
Eligible merchandise from your original order may be returned for store credit in accordance with this policy.
Final-sale merchandise is not eligible for standard returns or exchanges.
Refunds & Store Credit Processing
Once an approved return is received, our team will inspect the merchandise to ensure it meets our return requirements.
Please allow up to 5 business days for return processing after the merchandise arrives at our warehouse.
Approved returns will be issued as store credit, less applicable return shipping charges.
Original shipping charges are non-refundable for standard returns.
Store credit will be communicated to the customer once the return has been approved and processed.
Refunds to the original payment method are not provided for standard eligible returns. This does not limit any refund rights required by applicable law.
Lost or Stolen Packages
If your package appears lost, delayed, or stolen, please contact shop@duothreads.com so our team can assist with tracking information and any available carrier investigation.
For packages marked as delivered by the carrier, we will review available delivery information and assist where possible.
Duo Threads is not responsible for theft occurring after confirmed delivery, except where otherwise required by applicable law.
Order Changes & Cancellations
If you need to request a change or cancellation, contact shop@duothreads.com as soon as possible.
Changes or cancellations for eligible merchandise are not guaranteed and depend on the order's processing and production status.
Final-sale merchandise, including custom apparel, custom accessories, mock necks, sorority apparel, and other categories listed above, cannot be canceled or modified once an order has been placed, except as required by applicable law.
Orders that have entered production or already shipped may not be eligible for changes or cancellation.
Price Adjustments
Duo Threads does not offer price adjustments.
We cannot retroactively apply discounts, promotional pricing, sale prices, or discount codes to orders that have already been placed.
Promotional offers and discount codes must be applied at checkout and are subject to the terms of the promotion.
Contact Us
For questions regarding returns, store credit, damaged merchandise, missing items, or order cancellations, please contact:
Duo Threads | Customer Support
Email: shop@duothreads.com
This policy does not limit any rights or remedies available under applicable consumer protection laws.