Contact Thread Domain
The best way to reach us is email. We read every message and reply within one to two working days. Below is a list of the most common topics people write about, with notes on what to include so we can help faster.
That's the one inbox. There's no separate support email, no contact form to fill out — just email us directly. Messages go to a shared inbox that is checked daily, Monday through Friday. If you send over the weekend, expect a reply on Monday.
Order and shipping questions
If your order is taking longer than expected, the most useful thing to include in your email is your order number (usually in your confirmation email as #XXXXXX). We can pull up the production and shipping status from there. Common timelines for reference:
- Apparel and cushion covers: 5 to 8 business days to dispatch after ordering
- Footwear: 8 to 12 business days to dispatch
- Bedding and hooded blankets: 7 to 10 business days to dispatch
After dispatch, tracked shipping typically adds 3 to 7 days for domestic US orders and 5 to 10 days internationally. If your tracking number shows movement has stopped, include the tracking number in your email and we'll look into it.
Sizing help
If you are unsure about sizing before ordering — especially for footwear — email with your measurements and the product name. For shoes and boots, your foot length in centimetres is the most useful number. For apparel, chest/bust, waist, and hip measurements (in inches or centimetres) let us recommend the right size based on that specific product's cut.
Sizing varies between styles. The same person might wear a different size in the mesh-knit sneaker versus the leather boot. Two minutes measuring beats a return every time.
Returns
We have a 30-day return window for unworn items in original condition. If you want to start a return, email with your order number and the reason. We'll send you a returns address and instructions. Note that custom-design pieces (where you provided artwork or a specific design brief) are non-returnable.
Custom-print enquiries
Interested in custom designs — your own artwork on a product, or a commissioned piece from our design team? That's a conversation we're happy to have. Email with details of what you have in mind: the product, the design concept, and quantities if you are looking at multiple pieces. Lead times for custom work are longer than standard orders; we'll give you a timeline estimate upfront.
Wholesale
If you run a retail shop and would like to carry Thread Domain products, email with your shop name and a brief description. We work with a small number of independent retailers and occasionally have capacity for new wholesale accounts.
Not ready to reach out yet? Read more about how Thread Domain works or browse the full product range.