Frequently asked questions


Q1. What is the availability of stock in Threads stores during the main ‘back to school’ sale ?

We ensure that all sizes in our range are available throughout the year. However, during peak seasons ( March – April ) and ( August – September ), while stocks are monitored every day, temporary stock out positions may occur. These sizes will normally be replenished daily. In a few cases where we may completely run out of a particular size, we are able to replenish stocks within 14 days. This information can be obtained by calling our CS agents on 800THREADS(8473237).


Q 1. How do MTM prices compare to ‘off the shelf’ prices?

Made to measure uniforms (MTM’s) will always be more expensive than ready-made uniforms, since there are extra costs involved in tailoring the garment locally. Bespoke tailoring is more time consuming, since the sizes don’t follow standard specifications.


Q 1. What are the contact numbers for Threads ?

Our CS agents can be reached on 800THREADS(8473237). Timings are 9 am – 6 pm (Sunday through to Thursday) During peak seasons (March – April) and (August – September) calls will be answered on Saturdays. It is advisable to call the tollfree line (800-Threads) during peak seasons, since all shop retail lines are diverted.

Q 2. Why are phones at the Retail Outlets not answered promptly during peak seasons?

During normal trade, our retail staff are mandated to answer phones within 5 rings. However, during peak seasons, (March –April) and (August – September), the stores are abnormally busy. During these periods it would be advisable to call our CS agents on 800THREADS(8473237), who will be able to answer your queries.

Q 3.How long do ‘made to measure’ (MTM) orders take ?

With the exception of March-April and August-September, MTM orders will be processed within 14 working days. However, during the peak seasons, orders will be processed within 15-21 days.


Q 1. Can items be exchanged ?

Products can be exchanged within 14 days from the date of purchase if unused and returned in the original packing, along with its proof of purchase. In some special situations, exchanges not conforming to Threads exchange policies may be processed after receiving approvals from management. All exceptions will be handled on a case by case basis and the decision of Threads management will be final.

Q 2. Can retail outlets exchange products purchased from the school ?

Yes, products can be exchanged at the retail store if returned in their original packing and with the original invoice. Approvals will be given by the respective stores in charge.

Q 3. Can retail outlets process refunds ?

Refunds can only be processed after approvals are taken from Threads H.O. and with the original invoice. Under most situations a credit voucher will be offered with a validity of 6 months.

Q 4.Can refunds be processed on products, if students are no longer enrolled in the school ?

Yes, refunds can be processed, if all items are unused and returned in a packed condition.


Q 1. How are the uniform fabrics chosen ?

Uniform fabrics are chosen by the school authorities. During the sampling stage they are shown various fabrics and colours, all of which meet our exacting standards. The final decision however, is made by the relevant schools. In addition to being child friendly, garments and products are required to be durable and colour fast.

Q 2. Can products be replaced on account of quality concerns ?

As per our replacement policy, exchanges or returns on account of quality, will be processed only after they are approved by the store in charge, in consultation with the Quality Assurance department. Normal turnaround times is 2 working days. Note that fit issues are not considered quality issues, unless there is a clear design or manufacturing fault.

Q 3. How are uniform sizes determined ?

Uniform sizes are derived by conducting sizing research in schools where standard sizes are compared to the actual sizes of randomly chosen children. These specifications are then used in collaboration with internationally approved grading rules, to form the basis of the size range. Following this exercise, a sample range of uniforms are manufactured and sent to the school for fit trials. They are checked for size and fit, after which the entire range is put into production. We continue to monitor the sale of sizes and adjust our ratios accordingly. For those students who do not conform to the standard sizes, we offer a bespoke tailoring service, MTM (made to measure), by request.

6. I.T.

Q 1. Are price lists published online ?

Price lists are available on the website, once a customer has registered they can view the prices of the relevant school.

Q 2. Can online orders be cancelled once placed? Can the stores refund in this case ?

If an online order is dispatched but not delivered, courier charges would be applicable. If the balance of the order has not been dispatched, this balance can be cancelled and the money refunded. If the order has not been despatched at all, it can be cancelled and the money refunded. Stores are not able to offer refunds for on-line transactions. For Order cancellation and refund, please send an email to the Customer service team at [email protected] You will receive a response within 24 hours.

Q 3. How long do online orders take to be delivered ?

Online orders will be processed within 8-10 working days. There may be possibilities of delays during peak seasons, (March –April) and (August – September).

Q 4.What are the applicable courier charges for online orders ?

Courier charges are levied at the cost charged by the courier company, and may change from time to time. Please check the amount at checkout.

Q 5. How long do on-line refunds take to be processed ?

All refunds will be processed based on the time taken to be refunded to your debit/credit card is dependent on the time your bank takes to process the refund. There may be possibilities of delays during peak seasons, (March –April) and (August – September).

Q 6. Can online orders be changed once they are placed and paid for?

All online orders cannot change once they have been placed and paid for. Please call customer service on 800-THREADS (8473237) to cancel the order. Please then place the new correct order.