Politique de remboursement
Satisfaction Guarantee
At ThreadsMuse, your satisfaction means everything to us. We stand fully behind the quality of everything we make, and if something goes wrong on our end, we’ll always make it right.
Since every item is custom-printed and made to order, we'd love for you to carefully review product details and check our size charts before placing your order — it really does help things go smoothly. And if you do run into an issue, take a look at the detailed policy below — you'll likely find a more positive solution than a standard return.
If you need to edit or cancel your order, your request must be made within 12 hours of purchase. If your request is sent within 12–24 hours, we will do our absolute best to hold it, but please note that if your item has already entered production, changes or cancellations are no longer possible.
If anything isn't quite right with your order, please contact us at business@threadsmuse.com within 14 days of delivery — we're always just an email away and will do our best to sort you out!
We’ll Make It Right (Free Replacement)
If any of the following issues happen within 14 days of the delivery date, we’ll gladly send a free replacement (reprint) directly to you — no return needed:
-The item arrived damaged (torn, stained, or structurally defective).
-There is a printing defect (faded print, misaligned graphic, or incorrect colors).
-You received the wrong item (wrong design, wrong style, or wrong color).
-The garment doesn't match the measurements on our size chart (more than 1.5 inches off).
-The package was lost in transit and never arrived.
How It Works
1.Email us at business@threadsmuse.com with your order number and a couple of clear photos showing the issue — this helps us verify and approve your claim faster, without back-and-forth.
2.Our team will take a look, usually within 2–3 business days.
3.If approved, a free reprint or a full refund to your original payment method - your choice.
Returns
Because each piece is custom-printed for you, returns are handled as follows:
-Orders of 5 items or fewer: If an item has a verified issue and you prefer a Full Refund instead of a Free Replacement, returns may be arranged under these conditions:
+ The request must be initiated within 14 days of delivery.
+ Items must be unworn, undamaged, unwashed, and in original condition with original packaging.
+ Return shipping logistics and any associated clearance fees are handled by the sender.
+ Returns must be shipped to our designated facility in Portugal.
Note: Returns are not applicable for change-of-mind or customer sizing selection errors — but here's what we can do instead:
+ Option 1: We'll send you a $10 discount code toward your next order.
+ Option 2: We're happy to help you get the right fit with a replacement for a 35% re-production fee, which simply covers the raw material cost of crafting the new garment.
-Orders of more than 5 items (Bulk Orders): Bulk orders are custom-made in volume specifically for your order. To support our small business model, bulk order issues are resolved strictly through our Free Replacement Guarantee rather than cash returns.
⚠️ Important: Please contact us at business@threadsmuse.com before sending anything back. Unscheduled returns sent directly to our printing partners cannot be accepted or processed.
Refunds
Once your returned items are received and inspected at our Portugal designated address, we will issue your refund.
-Processing Time: Approved refunds are automatically credited back to your original payment method within 3–5 business days.
-Bank Posting: Please allow 5–7 additional business days for your bank or card issuer to post the funds. If more than 15 business days have passed since approval, drop us an email and we’ll check it for you!
(Approved free replacements are typically produced and shipped within 7–9 business days).
A Few Things Good to Know & Exceptions
-Change of Mind: We completely understand that minds can change, no judgment here! However, because each item is made specifically for you, we cannot process returns or refunds for change-of-mind requests once production has started. Reach out within 12–24 hours of purchase and we’ll try our best to catch it in time.
-Incorrect Size Selected at Checkout: Each product includes a detailed size chart — we recommend measuring a favorite shirt you own to compare before ordering. If a size mistake happens, we’re happy to help you get the right fit with a $10 discount code for your next order or a replacement for a 35% re-production fee, which simply covers the raw material cost of crafting the new garment.
-Slight Color Variations: Display screens vary across devices, so minor color nuances between your screen and the physical print are normal and celebrated as part of the unique printing process.
-Shipping Delays: Delivery is handled by third-party shipping carriers. While carrier delays are outside our direct control, we’ll always monitor your parcel and advocate for the fastest delivery possible.
-Shipping Insurance, Sale Items & Gift Cards: Shipping insurance protects your parcel against loss or damage during transit and is non-refundable once purchased. Clearance sale items and gift cards are final sale.
European Union — 14-day cooling-off period
If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days of receipt, for any reason, under EU consumer law. To exercise this right, contact us at business@threadsmuse.com. The item must be unworn, unused, with original tags and packaging.
Contact Us
Have questions about your order? We're here to help!
-Email: business@threadsmuse.com
-Response time: Within 24–48 hours (Monday – Friday)