Last Updated: 28 November 2025

At Decorative Threads we want your shopping experience to be a pleasant one. We encourage ordering fabric swatches before purchasing cushion covers.

Cancellations & Changes
You may cancel or make changes to your order by emailing us at hello@decorativethreads.nz with your order number within 24 hours of placing your order. Once an order has been dispatched it cannot be cancelled, modified or changed.

Returns/Exchanges
Full-priced items are eligible for a one time exchange for an item of same or greater value, or a store credit. Please request fabric swatches and choose your items carefully, as we do not offer refunds.

Please note the following eligibility criteria:

• Items must be returned within 14 days of delivery
• Items must be returned unused and unwashed with no signs of damage or alterations
• Customers are responsible for return postage costs and appropriate packaging. We recommend using a tracking service, as we cannot replace lost, stolen or damaged returns. Postage costs are non-refundable.

Items that do not meet the outlined conditions will not be eligible for returns or exchanges.

In order to make a return, please email us at hello@decorativethreads.nz, along with your order number and reason for return and we’ll send you the return address. Return and Exchanges can take 5-10 days to process.

Decorative Threads is not responsible for lost returns and cannot refund payments for lost items. If you are returning items, please keep a proof of postage in the event that the parcel goes missing. It is the customers responsibility to return the parcels in a timely and safe manner.

We cannot accept returns for custom orders and E-Gift Cards.

Refunds are made to the original method of payment, excluding the original and return postage costs.

Faulty or Damaged Products
If your purchase arrives faulty or damaged, we will provide a appropriate resolution in line with the Consumer Guarantees Act (CGA). Depending on the nature of the issue, this may include a repair, replacement, or refund.

We are not obligated to provide a solution if the customer:

• Simply changes their mind
  
• Causes the issue, whether accidentally or intentionally
  
• Does not follow the recommended care or usage instructions
  
• Has the item repaired elsewhere before contacting us
  
• Delays returning the item for an unreasonable length of time

To lodge a claim, please contact us as soon as you notice the issue at hello@decorativethreads.nz

Clearance Items
All clearance purchases are final, we do not offer returns, exchanges, credits or refunds on any of these items.