FAQ

Orders and Payments

Q: When is my payment charged?
A: Your payment is charged at the time you place your order.

Q: Can I change or cancel my order?
A: You have 30 days to return items. Your statutory 14‑day cooling‑off period always applies. For changes, email us as soon as possible.

Q: What payment methods do you accept?
A: Visa, Mastercard, and American Express.

Shipping and Delivery

Q: How much is delivery?
A: Free delivery on all orders to the United Kingdom.

Q: How long does delivery take?
A: Processing 1-2 business days. Delivery 2-4 business days. Total: 3-6 business days. These are estimates based on standard operating conditions.

Q: Where do you ship?
A: All UK postcode areas (England, Scotland, Wales, Northern Ireland). No Channel Islands, Isle of Man, PO Boxes.

Q: What are your business days?
A: Monday to Friday, excluding UK Bank Holidays.

Q: What if my package is lost?
A: If not delivered within 15 business days, contact us. Refunds or replacements subject to verification and carrier investigation.

Q: Tracking shows "Delivered" but I didn't get it?
A: Contact us within 3 business days. We will initiate a carrier investigation.

Returns and Refunds

Q: How long do I have to return an item?
A: You have 30 days from delivery. Your statutory 14‑day cooling‑off period always applies and takes priority.

Q: Who pays for return shipping?
A: MuteThread does. We provide a free prepaid return label.

Q: How do I get my return label?
A: Email us to cancel or return. We will send you a prepaid label.

Q: Are there any items that cannot be returned?
A: Gift cards, and underwear/swimwear with broken hygiene seals (unless defective).

Q: How long until I get my refund?
A: We process refunds within 2 business days of receiving the return. Your bank may take 5‑10 business days to post.

Customer Support

Q: How quickly do you respond to emails?
A: Responses within 1 business day (Monday‑Friday, 9AM‑5PM GMT/BST). This is an estimate based on standard operating conditions.

Contact Information

Email: info@mutethread.com
Phone: +44 121 468 0218
Address: 36 The Pavilions, West Bromwich, B70 6BA, United Kingdom
Service Hours: Monday – Friday, 9:00 AM – 5:00 PM (GMT/BST)