FAQ

FAQs - Threads Underground

How can I contact Threads Underground?

You can Click on Support in the main menu, email us directly at support@Threadsunderground.store, or at the make us better page in the footer menu and our customer service team will be happy to assist you with any questions or concerns!

Where do you ship?

USA - All 50 states and Kuwait. We are looking to expand to world wide shipping soon!

Where do you ship from?

At the moment we ship directly from our partners and suppliers around the world and in the U.S to ensure the best prices and product selection for our customers. We are actively looking for partners to aid in getting products to you as quickly as possible. If you're looking to refer someone contact us! Discounts & rewards will be given for a successful referral. 

How can I track my order?

You can track your order using our WHERE'S MY STUFF page. Once your order is shipped, you will receive a confirmation email with tracking information.

Can I change or cancel my order?

As we aim to process orders quickly, requests for changes or cancellations must be made within 24 hours of ordering. After this window, changes are no longer possible. However, you can return the item for a full refund once it’s received.

What payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, AMEX) as well as PayPal for your convenience.

When will my order be processed?

All orders are processed within 24 hours. Orders placed during holidays or sale seasons may take a bit longer. We strive to ship your order the day after processing.

How long will it take to receive my order?

Due to high demand and our global shipping network, orders typically arrive within 2-4 weeks. You will receive tracking updates to keep you informed.

What if I don’t receive my order?

If your order hasn’t arrived within 60 days of shipping, you are eligible for a full refund. Please contact us at support@Threadsunderground.store for assistance. Also don't wait 60 days we will certainly help you before that!

Will I be charged customs and taxes?

The prices displayed on our site are tax-free in US Dollars. For Items shipping to Kuwait we will cover all duties with our flat rate fee. No new fees will be charged to you. We strive to lower shipping rates as much as possible through partnerships. If you recommend any specific suppliers or brands in specific countries let us know! ALL Vault Keepers get free shipping, no tax, and free returns. For further information on duties and customs tax, please contact your local customs office.

What if I receive a defective, incorrect, or damaged item?

We’re sorry for any issues with your order! Please contact us within 7 days of receiving the item with your order number and photos of the defective or incorrect item, and we will resolve the issue as soon as possible.

Can I return or exchange an item if I change my mind?

If you change your mind about your purchase, we offer returns for store credit only. The item must be unopened, unworn, and in its original packaging. Please contact us within 7 days to initiate the return process. Shipping rates will apply for returns.

How do I return an item?

Go to our Refund Me page in the Main menu or Footer menu under support, and make a claim, be sure to review our Refunds and Return policy beforehand.

What is your return shipping policy?

In most cases, we do not require the item to be returned. If we request a return, we will provide a return address and instructions. Return shipping costs are the responsibility of the customer unless the item is defective, damaged, incorrect or of poor quality. However, if you're a Vault Keeper you can save with FREE returns!

When will I receive my refund?

Please check out our Return and Refund Policy, all refunds are subject to certain eligibilities and situations.

REFUND and RETURNS POLICY – Threads Underground

How often do you drop new collections?

At Threads Underground, We’re always on the pulse of the free market, keeping an eye out for the latest and best styles. As soon as something fresh hits, we’ll make sure it’s here for you to discover. Stay ahead of the crowd, earn rewards, and enjoy exclusives by joining the Vault Keeper Family today!

What makes Threads Underground different from other stores?

We’re not your typical online store. Threads Underground offers a curated library of unique, small-brand products you won’t find in big-name retailers. Whether you’re looking for bold statement pieces or timeless essentials, we’ve got something to fit every style. Plus, with us, you’re always in the know—because we’re always on the alert dropping the next best thing.

How do I use a discount code?

At checkout, there will be a field to enter your discount code. Simply input the code and the discount will be applied to your total. Note that some discount codes may not be combined with others.

Do you offer price matching?

We try to charge the same prices our partners charge on their sites, if our prices are higher than theirs let us know and we'll match it! Keep an eye out for seasonal sales and promotions for great deals!

Can I pre-order items?

We occasionally offer pre-orders on limited releases or highly anticipated products. If an item is available for pre-order, it will be clearly marked on the product, collections or home pages with an estimated shipping date.

How can I stay updated on new arrivals and promotions?

Sign up for our newsletter or follow us on social media to get the latest updates on new collections, exclusive offers, and early bird rewards.

Do you offer any rewards or loyalty programs?

Yes! We have a loyalty program called Vault Keepers where you can earn points on purchases, referrals, and more. Redeem your points for discounts, free shipping, and other exclusive perks.

What is your sizing like?

Our sizing may vary depending on the brand or product, so we recommend checking the size chart available on the product page. If you’re unsure, feel free to reach out to us for guidance. Unless specifically noted Sizes listed are US sizes. If there are discrepancies between the size chart and a product you've received let us know for a full refund. We will be able to relay that info to the suppliers

Can I combine multiple orders?

Unfortunately, once an order is placed, we cannot combine it with another. We recommend placing all items in one order to avoid additional shipping costs.

Still Need Help?

For quick answers, start with our AI messaging tool in the lower right corner—it’s equipped to handle most inquiries. If your question isn’t fully resolved, click on Support in the main menu to visit our Contact Us page, where you can reach out directly for further assistance. We’re here to help!