Frequently Asked Questions
My Order
Can I order samples before placing a full order?
Can I order samples before placing a full order?
Yes - we actually recommend it if you’re trying something new.
Plain samples are charged at full price, but can be returned without a restock fee or used as part of a future order.
What is your lead time on customised orders?
What is your lead time on customised orders?
Our standard turnaround is 7–10 working days from artwork approval.
You’ll receive an artwork proof within 24–48 hours of placing your order. Production only begins once this has been approved.
Delays in approval will push your dispatch date, so the quicker you sign off, the quicker we get moving.
If you’re working to a deadline, get in touch and we’ll always try to make it work.
What is your lead time on non-customised orders?
What is your lead time on non-customised orders?
Plain (non-customised) items are usually dispatched the next working day, subject to stock availability.
During busy periods, this may take slightly longer. If your order is time-sensitive, just let us know.
Where can I find size guides?
Where can I find size guides?
Each product has its own size guide, available on the product page.
These can be viewed by clicking the sizing button on each product page shown at the bottom of the ‘Select Your Size’ section and labelled “Need help choosing a size? Check our size guide”.
If you are unsure of correct sizing, we would recommend ordering a plain sample to try before customising.
I need my order urgently
I need my order urgently
We offer a Customised Express service, which fast tracks turnaround to 4–5 working days from artwork approval.
You can select this at checkout.
If you need something even faster, get in touch with us we’ll see what’s possible.
Customer Support:
Tel: 0800 023 6244
Email: sales@threada.com
Speak with us on Live Chat
Can I repeat a previous order?
Can I repeat a previous order?
Yes, you can easily repeat a previous order. Log in to your account and go to My Orders page. Any orders that are available to be repeated will have a 'reorder' button.
Re-orders assume that there is to be NO change to the artwork used and that products are available.
What is customised express?
What is customised express?
For customers in a hurry, we offer a Customised Express production service to fast track your order and bump you to the top of the production queue.
Customised Express dispatch dates are shown on applicable products and can be selected at the checkout.
We always recommend reaching out to our Customer Services prior to placing your order with Customised Express so we can confirm stock availability and production times.
Can I cancel or change my order?
Can I cancel or change my order?
If you need to cancel or change your order, you must contact us as soon as possible and our team will be happy to guide you through your options.
Once your order has entered production, we’re unable to make any changes. Please note that, in some cases, production may begin on the same day the order is placed.
How can I get the best prices?
How can I get the best prices?
To get the best prices, start on our website where you'll find detailed pricing for each product starting from a single item. The more you need, the less you will pay per item. If you need a larger quantity than the options listed online, please contact us directly for a custom quote.
Additionally, consider our bundle offers, which are an excellent way to save money. Bundles include free customisations, providing even more value for your purchase.
We also have a price match promise - if you find a lower price for the same product elsewhere, let us know and we'll match it.
Can I have an invoice?
Can I have an invoice?
We'll email your VAT invoice once your order has been dispatched.
Artwork and Designs
Do you charge for embroidery digitisation?
Do you charge for embroidery digitisation?
No - unlike many online garment decorators, all our decoration services include FREE logo digitisation and artwork proofing.
Can I add more than 1 logo or design?
Can I add more than 1 logo or design?
Yes, you can add as many logo positions as the application areas allow for on each garment. When customising your garments through our website you will be able to select the application areas and upload logos/design to each individual position,
If you need any assistance on how to customise your garment, please contact our Customer Support team and they will be happy to help.
What file format should I send my artwork in?
What file format should I send my artwork in?
For best results, we recommend vector files such as AI, EPS or TIFF.
If you don’t have these, you can still send a PDF or JPEG and we’ll review it for you. If a redraw is needed, we’ll let you know.
You’ll always receive an artwork proof before production. Once approved, we’ll proceed - so it’s important everything is checked carefully at that stage.
My artwork I have previously used is now showing?
My artwork I have previously used is now showing?
This can sometimes be caused by browser cache.
If it doesn’t appear, just describe your logo in the notes section and we’ll match it up manually.
You can also contact our Customer Support team and we’ll send over a preview of what we have on file.
Drop us an email to: customersupport@threada.com
You’ll always receive a proof before production, even on repeat orders.
Print and Embroidery
What print methods do you use?
What print methods do you use?
We offer various print methods including Direct-to-Film (DTF) printing, Screen printing, and Direct-to-Garment (DTG) printing. Each method has its benefits and we apply your designs using the best method that suits the design and the material being customised.
Our experts will choose the best method for your project, but if you have specific requirements please add a note to your order at checkout.
Learn about our different customisation methods by clicking here.
Should I choose Print or Embroidery?
Should I choose Print or Embroidery?
It depends on your needs and suitable for the garment. Printing is great for detailed designs and large areas, while embroidery offers a high-end, durable finish ideal for logos and smaller designs.
When selecting your customisation, the available branding techniques will be displayed on the product for you to select. Please note, some products may only suitable for Printing or Embroidery and not both.
If you are unsure which method is best for you, our team will happily advise you based on the artwork you wish to reproduce.
Learn about our different customisation methods by clicking here.
Which embroidery colours do you use?
Which embroidery colours do you use?
We offer a wide range of embroidery colours based on the ISACORD range of threads.
If you’re looking for a specific thread colour, you can consult the shade card in this page. Please inform us of any specific thread colours you require in the notes field during checkout.
If you cannot find the colour you need, please make a note during checkout and our team will contact you when processing your order.
Please remember that viewing colours on a screen may not be representative of the colour you would see with the naked eye.
General Information
Can you tell me more about Threada?
Can you tell me more about Threada?
Threada is built to make ordering custom clothing simple, fast and reliable. We bring everything in-house, giving you better control over quality, turnaround and consistency.
Do you offer Credit Accounts?
Do you offer Credit Accounts?
Generally we take payment up-front for many of the orders that we receive. However, we are able to give credit to qualifying customers.
For more information and to apply, click here.
Please note, this requires a minimum of three months' active trading with us. Each credit application will be manually reviewed and will be granted or declined at our discretion, based on several factors. We reserve the right to rescind credit accounts where the terms are not observed.
We also offer a variety of pay later services such as Shop Pay, Klarna and PayPal credit at the checkout.
Where are you based?
Where are you based?
We’re based in Blackpool, the lovely seaside town famously known for the Blackpool Tower and the Big One at Blackpool Pleasure Beach!
Visit our Contact Us page for more details.
Which brands do you sell?
Which brands do you sell?
We customise a wide range of brands including Stanley/Stella, Regatta, Fruit of the Loom, Gildan, Uneek, Anthem, Adidas,
AWDis, Beechfield, Portwest, Orn, Premier, Pro RTX and many others.
Click here to see all our brands.
Do you customise customers’ own garments?
Do you customise customers’ own garments?
No, we do not customise customers' own garments. We only offer customisation on our range of high-quality products to
ensure the best results.
How can I pay for my order?
How can I pay for my order?
The easiest way is to order directly through our website.
We accept all major debit and credit cards, including American Express, as well as PayPal, Klarna, Shop Pay and PayPal Credit.
BACs / Bank Transfer is also available - just reference your order or invoice number when making payment.
What is carbon offsetting on my order?
What is carbon offsetting on my order?
Every order contributes to verified climate projects through our sustainability partner.
We offset carbon and support tree planting as part of every order we produce.
I can’t see the garment I want won’t on your website.
I can’t see the garment I want won’t on your website.
Our website showcases our most popular and recommended products. Just because a garment isn’t available to purchase directly through our website doesn’t mean we can’t source it.
If you know the product code, brand or garment type of the product you’re looking for, then reach out to our Customer Service team at customersupport@threada.com.
My discount code isn't working
My discount code isn't working
Discount codes are applied at checkout - make sure you click “apply” before completing your order.
Only one code can be used per order, and codes can’t be combined with bundle deals.
Free UK mainland delivery still applies automatically on orders over £99 (ex VAT), even when a discount is used.
If you receive an error message “Enter a valid discount code” please double check you have entered the code correctly and check the expiry terms.
How do I reset my password?
How do I reset my password?
Head to your account page and click “Forgot your password”.
Enter your email and we’ll send you a reset link. If you get stuck, reach out to our Customer Support team who can help
Delivery and Returns
Do you charge for delivery?
Do you charge for delivery?
Orders over £99 (ex VAT) qualify for free UK mainland delivery.
If your order is under £99 (ex VAT), delivery will be calculated at checkout.
All orders are dispatched on a next working day service once production is complete. Deliveries to Scottish Highlands, Northern Ireland, the Channel Islands and the Isle of Man may take up to 2 working days and may incur an additional charge.
We use DPD and Royal Mail for delivery. Once your order has been dispatched, you’ll receive tracking details by email.
For international delivery, please contact us for a quote.
Can I return my items?
Can I return my items?
Plain garments (no logo) can be returned within 20 days of receiving your order. All items should be returned in their original condition including packaging and tags where available.
If you have not requested a return within 20 days of receiving your order we will assume you are keeping the goods and won’t authorise a return.
Regretfully as our customised items are bespoke we cannot accept the return of customised items. If your item is faulty, please notify us within 48 hours of receipt of your goods. Our Customer Support Team may require supporting images for faulty items, please include these in your initial email so we are able to come to a resolution swiftly.
Remember to include your order number found at the top left of your order confirmation so our returns team can locate your account. Please keep a hold of your tracking receipt as proof of postage.