Help & FAQs
How a bad day's shopping became a great shopping experience...
Shopping for men's clothing has always been a trial. Whether you're buying for yourself, or you're their wife or partner trying to get him to dress better, finding decent clothes for a man is anything but enjoyable. In truth, it's a chore, and so for most of us we just don't bother.
That was certainly me a couple of years ago. I was still just wearing the same old stuff I'd had for years, because quite frankly I didn't know what else to wear and where to get it.
I spent hours, sometimes days, traipsing round the shopping malls near where I lived, only to head home with a half-hearted bag of things I knew I was going to return anyway. Online wasn't much better. Nothing was quite right, or fitted properly, or was reasonably priced or the quality I desired. I was sick of getting something I thought was great, only for my wife to shake her head when I did the obligatory "fashion show" when I got home. It's not like I'm hard to please, I just wanted fashion that was designed for me. Everything was made for fashionista 20-somethings, and I was well passed pulling off skinny jeans and designer T's! And anything that was more my territory was bland or baggy. And I am neither.
So I decided to create it myself. I'd build a store that had all the things I wanted to wear. I searched out quality items that were decently priced, and then I tested them myself so anyone who bought that item would know it was just right. I didn't want anyone to have to go through the pain I'd had just to get a new pair of jeans or a jumper. They're all items I really enjoy wearing, and judging from the feedback I get, our customers do too.
I'm very strict about what is allowed on our shelves. If it doesn't make us go wow, or we are a little unsure, we don't stock it. We get offered some amazing deals which would probably make a lot of money, but if it's not up to the high standards we set, we won't sell it. And if a product turns out not to be what we expected, we remove it from our range straight away, even if it costs us.
We don't go for big labels or snobbish haute couture. What we do is quality you can rely on, prices you'll appreciate, superb style, a fit that makes you look and feel amazing, and good old fashioned service so you know you've come to the right place.
This is our manifesto. It's what we hold ourselves to, and what you'll hold us to account for when you shop with us. It's been quite a journey so far, and it's great to have you join us to continue it.
Where are you based?
Our offices are in Worcestershire, UK and all orders are shipped from there.
At THREADPEPPER our core objective is Quality Products at a Great Price backed by Outstanding Service. We don't just say that, we constantly work at achieving it. Ultimately though, our customers decide whether we've got it right.
Our customers consistently rate us ⭐️⭐️⭐️⭐️⭐️ for Quality, Price and Service.
Who do you use for delivery?
We primarily use Royal Mail for delivery so orders will be delivered as normal or you can arrange a redelivery if you're not there to receive it the first time.
How much is delivery?
Free delivery on orders over £100.
Standard UK Delivery is £3.95 and usually arrives in 3-4 working days. Faster delivery options are available on selected items and if this is available it will show on the product page and at checkout.
Gift Cards are sent by email so there is no delivery.
Delivery to destinations outside the UK is from £9.95 which is a tracked shipping service.
UK Returns are Free. If you're returning an item in the UK, your return can be posted back to us free of charge within 90 days of receipt. See Returns for more info.
International returns costs are paid by the returner.
If you're buying items as gifts, the recipient can also use our free 90 days returns service to exchange for a different size or item, so they can do so well into the new year. If the exchanged item is a lower price then a gift card for the difference will be issued to them. To ensure they can exchange it easily, include your order number starting TP* with the gift and they can just quote that to us to arrange the exchange.
How long does delivery take?
UK delivery is usually 3-4 working days from the day of ordering. Please note that if you order after normal working hours then the first day of the 3-4 workding days will be the next working day.
Do you ship outside the UK?
We can ship to a number of other countries including United States, Canada and Australia. For a full list please see options at checkout.
Unfortunately due to EU VAT regulations we no longer ship to EU countries.
Can I get quicker delivery?
Most of our products require 3-4 working days to deliver, but a few items may be available quicker. Please contact us with the name and size of the item you want and we can check for you.
Can I come and pick up my order?
At present we are solely a small online company and therefore unable to have people on site to collect orders. However as soon as your items arrive to us from the warehouse, they will be sent out on a tracked delivery.
The tracking info says that my order has been returned to sender, why?
If Royal Mail have returned the item to us this will be most likely because the address is not able to be located (whether a human error their side or an incorrect address put on the order). Not to worry though, we will resend the item after confirming delivery address again as soon as the item is returned to us. If at the time it is returned to us, you want a refund we can of course, process that too.
Something is missing from my parcel?
Its most likely that your orders has been sent in two or more separate parcels due to the number of items ordered though if you are concerned please contact us and we would be happy to confirm this and rectify any issues in the unlikely event that there are any.
Returns & Exchanges
What is your returns policy?
If you no longer want the item you have purchased, just return it to us within 90 days and we'll refund you in full (excluding delivery charges). Delivery charges are non-refundable. Item must not have been worn, used or damaged. See full Returns information for details.
If you're returning an item in the UK, your return can be posted back to us free of charge. See Returns for more info.
International returns costs are paid by the returner.
How do I return an item?
To return or exchange an order:
You can return your order for refund or exchange within 90 days of delivery. UK tracked returns are free if you follow the link below to create a returns label.
- Click on this link
- Fill out the relevant details as advised to produce a QR code (The code can take a few seconds to load once you've clicked Create Your Label, so please be patient).
- If you want an exchange, please include your packing slip or a note to tell us which sizes you need.
- Either show your QR code on your mobile phone at the Royal Mail Customer Service Point or Post Office, or print the label at home and arrange a collection (Instructions on above link).
- Please allow at least 14 days for any refunds. Returns usually take 4-5 days to arrive and refunds and exchanges are usually completed within 7-10 days after receipt of your return.
For Non-UK Returns:
1. Print this returns form on plain white paper.
2. Pack up your order, including your returns form in the parcel.
3. Return your order to the address below with the correct postage.
4. Refunds and exchanges are usually completed within 7-10 days after receipt of your return.
G2-G3 Nicholas House
Heath Park, Main Road
A few things:
- Delivery charges are non-refundable.
- Goods should be returned in their original condition and packaging. Items that have been used, worn or damaged in any way will not qualify for a refund or exchange.
- Custom orders are non-refundable.
- It is recommended you get proof of postage if posting at a post office.
- If you want some extra reading, the fine print on returns can be found in our Terms & Conditions.
Can I exchange an item for a different size?
Yes, we offer free exchanges on all items and can even look at different styles too! Please see the Returns Info page to get a freepost label and more information.
How long do refunds and exchanges take?
Please allow at least 14 days for any refunds.
Returns usually take 4-5 days to arrive, and refunds and exchanges are usually completed within 7-10 days after receipt of your return.
Do you do Gift Cards / Vouchers
Yes, we do have gift cards. Gift cards are sent by email so they can redeem them any time they want. You can select multiples and combinations of the amounts below to create any amount you want.
Gift cards are valid for 12 months from date of purchase.
I can no longer find an item I was looking to buy on your website, where is it?
It can be the case that some items are seasonal items and therefore no longer stocked, have been discontinued or are currently out of stock.
However we would always encourage you to contact us and ask as it may be a short term stock issue or something we can try and source for you if not a style similar,
Can I supply Threadpepper with our products?
THREADPEPPER is a brand founded on Quality and backed by Service. The products we sell must do the same. We're always on the lookout for smart casual menswear to add to our range that can meet our Quality, Price and Service standards, so if that's you, please read on!
So what do we look for?
1) Clothing (and to a limited extent accessories) that fit in the scope of "Smart Casual".
2) High quality at a great price. Our customers are used to and expect only very good quality items, at a reasonable price point.
3) Continuing service from our suppliers, so we can work with you to develop the sales on THREADPEPPER.
4) Ideally you'll have high quality product photography we can use so we can get as many products up straight away as possible. Videos are an added bonus!
5) Stock service so we can order as we go, and preferably no minimum orders so we can get going quickly with a good selection of products.
6) Regularly updated stock availability so we're not disappointing customers.
If you can offer these or at least most of these, then great, we'd love to hear from you!
Once we've had a chat about your products and what you offer, we'd start the quality confirmation process. It's very simple but hugely important:
Stage 1: Initial Quality Check
We'd need samples of your products so we can review them in-house to make sure they meet our quality, style, price and wow factor standards. These samples would be returned to you.
Stage 2: Customer Quality Check
If the products make it through, we will order a handful of items that we can distribute to our Customer Product Testers for testing. These are actual customers of ours who try on and review new products to make sure they meet all the correct standards. They will also rate the proposed retail price of the product.
Get in touch
Email Chris at email@example.com with the details and any links or brochures attached, or fill in the form below.
We'll usually get back to you quite promptly, so if you haven't heard from us please check your spam folder first and then follow it up if you haven't received a response.
This cravat and pocket square made for a stylish arrival at the Thanksgiving table here in the USA. The product is high quality and delivered well in time as I had hoped. Always a pleasure shopping with Threadpepper!
Sophisticated and lovely leather and colour
Great quality and very comfortable
Ordered jacket at last minute and was delivered very quickly and product was excellent. I would deff use again.
I brought this suit last minute for a Halloween wedding, it arrived promptly ,and i was extremely pleased, good fit and quality , very professional communication by email, I would definitely recommend
This company and will use again in the future.
Perfect for work as well formal occasions
Excellent quality and fit . Good customer service.
Excellent quality and fit. So very happy with chinos, jacket and waistcoat . Great reassuring follow up messages to inform progress of order. Will definitely use this company again !
I have loved this product, the quality is just the best that i have ever seen. I would most definitely buy the jacket and waistcoat to complete the look. I love it.
Absolutely love this suit, fits lovely and is top quality!
Would also say the customer service was probably the best Iv ever experienced!!
First time using Threadpepper but will 100% be using them again!
Fabulous quality, great price, exactly what we were looking for! So happy with it! Thank you!
Bought the gaston sage tweed 3 piece suit for my husband which is great quality and he says is really comfortable to wear. Needed to change sizes a little within a short space of time and my emails were responded to quickly and an alternative size sent extremely quick too. This business has a very personal feel to it and it is obvious they value their customers. Fast, efficient and good value for money. Will definitely use again.
Bought as a 3 piece suit, really lovely well cut heavy quality material we did send back as bought for a wedding that fell on the hottest day of the year so wasn’t suitable! But would hesitate to purchase.
Very very very happy with this purchase have no complaints what so ever.
Was looking for a classy tweed jacket and waistcoat to match with some chinos for a November wedding. My purchase is just what I want. Nice quality and smart.