Frequently Asked Questions (FAQ)
Below you will find answers to the most common questions about ordering with Thames Trade. If you need further assistance, please contact our Customer Care team at contact@movethread.com.
How do I place an order?
To place an order, select your desired item, add it to your basket, and follow the checkout instructions. If you require assistance at any stage, our Customer Care team is available via email.
What are the shipping costs?
- Standard Delivery: Free of charge
- Express Delivery: 9.99
How long does delivery take?
- Standard Delivery: 7–9 business days (from dispatch)
- Express Delivery: 5–7 business days (from dispatch)
Delivery timeframes are estimates and may vary depending on location and external factors beyond our control.
Will I have to pay customs duties or taxes on delivery?
No. All orders are shipped on a Delivered Duty Paid (DDP) basis. This means duties and taxes are covered by Thames Trade, and you will not be charged additional fees upon delivery.
How can I track my order?
Once your order is dispatched, you will receive a confirmation email with tracking details where available. Please allow up to 24 hours for tracking information to become active.
What is your returns policy?
You may cancel your order within 14 days of receiving your item, in accordance with UK consumer law. Returned items must be unused, unworn, and in their original condition with all packaging and labels intact. For full details, please refer to our Returns & Refunds Policy.
How long does a refund take?
Once your return is received and inspected, approved refunds are issued to the original payment method within 14 days of receiving the returned item.
Do you offer international shipping?
Yes. We ship across the United Kingdom and Europe. Delivery times may vary depending on destination.
Can I modify or cancel my order?
If you need to modify or cancel your order, please contact us as soon as possible at contact@movethread.com. We will do our best to accommodate your request, provided the order has not yet been dispatched.
Are your products always in stock?
Stock availability is updated regularly. If an item is out of stock, it will be indicated on the product page. If you have any questions, please contact Customer Care.
How can I contact Customer Care?
You can contact us by email at contact@movethread.com. We aim to respond as promptly as possible during standard business hours.
Do you offer gift cards?
Gift cards may be offered from time to time. If available, they will appear as a product on our website. For assistance, please contact Customer Care.