Frequently Asked Questions
What is Thread People?
Published
24/11/2009
Thread People is a private and exclusive fashion apparel shopping destination that sells the most coveted, premium fashion and street lifestyle brands at the lowest possible price on the internet. Our members can enjoy premium brands at up to 75% off the Recommended Retail Price (RRP).
We hold multiple private sales events each week. Prior to each sale members receive an email to announce the brands on sale that day. Each sales event features the latest fashion from a well known premium brand, and lasts up to 1 week but usually 3-4 days. All styles are limited in quantity so we suggest you always get in quick to avoid disappointment.
To take part in these exclusive events you must be a member of threadpeople.com.au and Membership is free. As a member you reap the benefits of receiving exclusive access to the latest information on your favourite brands, earning and redeeming reward points, charity donations, competitions and prizes, and thread people events.
Thread People is also committed to giving back to the community. We donate 10% of all sale profits to our community partner Dot Com Mob. Please refer to the Great Causes section of our blog for more information.
Why should I join Thread People?
Published
24/11/2009
Thread People offers a unique platform where members can purchase products from their favourite brands at the lowest prices possible. Due to the nature of the sales events you are buying directly from the brand so there are no hidden extra costs and you are guaranteed authentic merchandise.
Thread People is an exclusive private members only website so you will feel part of our community the minute you sign up, and reap all the benefits. They include earning reward points, donating to charity, prizes and competitions, events, blog sections and artist appreciation forums. Membership is free. You will be pampered and treated with the best sales and best reward program on the internet.
There are six reasons why you should join with us.
1. Brands – we source the best brands around
2. Price – we offer the lowest prices on the internet
3. Accessibility – you can purchase these products from the comfort of your own home
4. Rewards – receive $$$ for inviting your friends to threadpeople.com.au
5. Content – access to competitions and prizes and newsletters
6. Charity – be part of giving back to the community
How do I become a Thread People Member?
Published
24/11/2009
Membership is free and there are no obligations to buy from us. There are two ways to become a Thread People member.
1. Invited by a friend or;
2. Invited by Thread People
Why are the prices so low?
Published
24/11/2009
Essentially we sell stock that never made it to the retail stores. Stock that is either just out of season, or currently in season. We have developed strong relationships with all of our brands which allows us to negotiate the best possible price.
How does your rewards program work?
Published
24/11/2009
We believe in rewarding our members for referring friends to our website. You have the power to shape your shopping community by inviting your friends. Members can invite as many friends as they like. Every time the referred friend makes their first purchase from Thread People, the inviting member will automatically receive $10 credit on your Thread People account. So, for example if you invited 10 people to our website and 6 of them made purchases, you will receive $60 into your account. The credit can then be used to purchase any product from ThreadPeople.com.au.
How long do the sales last?
Published
24/11/2009
All sales run from 3 days to 1 week depending on demand, or until all the stock is sold. All sales start at 6am Eastern Standard Time (EST) and end at 10pm EST.
How do the sales work?
Published
24/11/2009
We have brand specialists who source new and existing brands and their collections for sale on our website. When we find a brand we want to offer to our members, we work with the brand to design a sales event and agree on prices that give members up to 75% off retail. During the design of the event, we agree with the brand on the items which will be reserved for the sale. Following the completion of a sale, we send the brand our final order sheet based on what our members purchased. The designers then have 3-5 days to send all goods to our warehouse at the end of the sale. At no point during the sale does Thread People keep stock on hand, so we cannot fulfill any orders before the end of the sale. This allows us to keep prices as low as possible.
After the goods have reached at the Thread People warehouse, our team receives, sorts, picks, packs and ships all items to our members. Thread People aims to send all items within 2 business days of receiving the stock at our warehouse. Based on average posting times, the orders will take 2-4 business days to reach your home or office after they've left our warehouse. Please contact the office on 02 8399 1994 if you have not received your orders within ten working days of the end of the sale
Can I purchase from two or more sales?
Published
24/11/2009
Yes. If Thread People are holding two or more consecutive sales at the same time you can purchase items from either sale. As the stock comes from different designers, you may receive your items in separate packages.
If an item is sold out, is there any chance I can still purchase that item?
Published
24/11/2009
No, we generally only have a fixed quantity allocated for each sale. We can ask the designer if they have more stock available although it is very unlikely.
If you do want a particular item that says ‘sold out’, please contact us at info@threadpeople.com.au and state the item number (SKU), colour and size you wish and we will do our best to source extra stock for you.
Do prices stay the same during a sale event?
Published
24/11/2009
Yes. Items stay the same price from the start of the sale right through to the finish. We will be offering our members special discounts and deals, so please keep on checking our Facebook Fan Page (www.facebook.com/threadpeople), Twitter account (@threadpeople) and our weekly newsletter.
What are your available payment options?
Published
24/11/2009
Thread People accept credit card payments (VISA, Mastercard and AMEX) which is process through our secure e-Way payment gateway.
Do Thread People ship overseas?
Published
24/11/2009
Yes, we can ship orders around the world. The shipping cost is $25 which will be automatically applied to your total at checkout. The shipping cost is calculated on your postal address, so please double check your address in correct when placing your order.
Can I change my order once it has been received by Thread People?
Published
24/11/2009
Yes, you can change your original order as long as you email Thread People before the end of the sale. Please email us as soon as possible info@threadpeople.com.au to let us know what adjustments need to be made.
No adjustments can be made once the sale is finished. However, you can request a credit to your Thread People account. If you complete the returns process within seven days of receiving your order, we will refund on the purchase if you comply with the returns process below.
Do you charge GST?
Published
24/11/2009
Yes. Thread People is a GST registered company so you will be paying GST on any item purchased at threadpeople.com.au. The GST amount will be calculated and added to your final purchase at checkout.
How does Thread People ship the orders?
Published
24/11/2009
We use Australia Post to ship all items. They are Australia’s largest postal service and service all areas of the country and will deliver to postal address that you specified at the time of placing your order. We aim to have all orders in the post within two business days of receiving the items from the designer, which is usually the day after the sale ends. We register all of our items with Australia Post so that we can track the progress of the shipment. Please contact our office if you have not received your item within ten business days of the sale finish and we will attempt to locate your order. We do not take any responsibility for any delays in delivery or any lost items caused by Australia Post. However, we will do everything in our power to recover or replace the items when necessary.
How long does it take for the order to arrive?
Published
24/11/2009
Thread People orders should take 8-12 days from the end of the sale to the day it arrives on your doorstep. The reason for the slightly longer time than usual is because we offer premium fashion brands that are authentic and direct from the brand themselves and we keep costs at a minimum by only processing one order fulfillment per sale. We do not place the orders with the designers until the end of the sale.
Can I track my order?
Published
24/11/2009
Once you order is made we will send a confirmation email to let you know that your order has been received by Thread People. Once the order is then sent you will receive an email letting you know that your order has been shipped to you and you can expect to receive the order within four business days of receiving that email. If you feel that it has been more than a week since receiving your shipping confirmation, call or email us so we can track your item.
Why is my order delayed?
Published
24/11/2009
When we run an event, we rely on the designers provide us with all items ordered by member at the end of the sale. In some circumstances the designers may make a mistake in the number or style of items they provide us with. We will make every effort to ensure the designer provides the missing items. However, sometimes this is not possible which results in the order will become unfulfilled. If your order has been delayed, you will be notified via email as soon as we receive that information.
What is an unfulfilled order? Why do unfulfilled orders happen?
Published
24/11/2009
When we run an event, we rely on the designers to tell us how many of a certain item they have available. An unfulfilled order occurs when the number of items a designer has told us they had is different than the number they actually send to our warehouse. If an item is impacted by an unfulfilled order, Thread People uses a formula to determine which members will be impacted (members who purchase early in a sale are the least likely to be short-shipped).
A member whose order has been unfulfilled will receive an email from us informing them that they won't be receiving the item. Every unfulfilled order member is given a full refund as well as a $10AUD Thread People credit towards future purchases.
Thread People takes unfulfilled orders very seriously and is working with designers to eliminate it.
When will I know if my order is unfulfilled?
Published
24/11/2009
You will be notified once the designer shipment arrives at the Thread People warehouse and is checked-in. In most cases, Thread People will notify you 5-7 business days after the sale finish if your order is unfulfilled.
What happens if my order is unfulfilled?
Published
24/11/2009
Thread People staff will make every effort to try and source the item that you originally ordered, however there is no guarantee that your order will be able to be fulfilled. If your order is unfulfilled, Thread People refunds the amount of the purchase and also issues a $10AUD Thread People credit to be used against future purchases.
What is Thread People's return policy?
Published
24/11/2009
Thread People's return policy varies depending on the category of the item being purchased.
For apparel, we gladly accept return requests within seven days of you receiving the order. Items should NOT have been worn, altered, washed, or damaged, and items should have ALL original tags attached. Thread People issues credit to your member account or the full purchase price minus shipping costs.
For the following categories, Thread People does not accept returns:
Beauty and fragrances
Footwear
Hosiery
Intimates
Jewelry
Leather Goods & Accessories
Swimwear
Vintage
Items in the categories above are for FINAL SALE only.
How long do I have to return an item to Thread People?
Published
24/11/2009
For apparel, Thread People will accept returns within seven days from the date an item was received. Returns received to Thread People office outside of seven days will be accepted at Thread People's discretion and may be subject to a fee of 50% of the returned item's sale price.
How do I return something to Thread People?
Published
24/11/2009
Step-by-step guide for returning an item:
• Login to your Thread People account (www.threadpeople.com.au) and click on ‘refunds’ at the bottom right had corner of any page on the Thread People site.
• Fill out a Return Authorization Form (RAF) click here to download the form
• Email the completed form to us at refunds@threadpeople.com.au
• Send the item to:
Returns Department
Thread People
3/81 Blair St,
North Bondi, NSW, 2026
Australia
Who pays for the cost of shipping a return?
Published
24/11/2009
The member pays for the cost of shipping returns. The member has two options for paying return shipping.
If you decide you are not happy with the purchase and would like to return the item, you will have to pay for the return shipping cost to ship the item back to Thread People’s office. If you feel that you have received different items to what you originally ordered or the item does not arrive in satisfactory condition, we hill happily pay for any postage costs to return the item to the office. In this case, please contact our office on 02 8399 1994 or email refunds@threadpeople.com.au to arrange payment for your return.
Can I exchange an item I bought for another colour or size?
Published
24/11/2009
Thread People is not able to allow members to exchange items that they have purchased during a Thread People sale. Thread People does not have any extra inventory on hand with which to do exchanges.
What if my order was damaged in transit?
Published
24/11/2009
If an item is damaged once you receive it, please call Customer Care on 02 8399 1994 or email customercare@threadpeople.com.au. If your item is damaged, we will immediately arrange a replacement or refund your credit card.
Can I return items from differnt Thread People sales in the same satchel or parcel?
Published
24/11/2009
Yes, as long as you ensure that each return included in the package has its return authorization form included and it is within the return period for each item.
How will I know when Thread People has received my return?
Published
24/11/2009
We process all refunds within 24-76 hours of receipt. We will send an e-mail to your account once your return has been processed; the e-mail will also include the amount credited to your Thread People account.
How long will it take for Thread People to receive my credit?
Published
24/11/2009
There is no waiting period for Thread People credit to be active. Any Thread People credit can be redeemed at checkout. Once you find an item(s) that you want to purchase, proceed to check-out as you normally would. On step 3 of checkout we will automatically insert the maximum amount of credit you can apply to that purchase. If you're satisfied with the amount, just continue on in the checkout process. If you'd like to lower the amount of credit used, you can manually reduce the amount you apply to the purchase by clicking in the box and changing the amount. Please note: credits cannot be used to pay for sales taxes or shipping.
Is there an expiry date on Thread People credit?
Published
24/11/2009
Thread People credits do not expire.
Account Maintenance
Published
24/11/2009
You can view any details of your Thread People account if you are logged in with your registered email address. Simply click on the ‘My Account’ button on the top right hand corner of the sales pages.
How do I change my password?
Published
24/11/2009
To change your password, click on ‘My Account’ in the menu bar. Select ‘My Details’ from the list of options. You can then change any of your personal details. Click the ‘Update’ button to save. They will then automatically be updated.
I forgot my password, what do I do?
Published
24/11/2009
If you forget your password, you'll need to reset it. Click on the "Forgot your password" link in the sign in page. Enter your email address and click submit. You will be emailed a link to use to reset your password and set a new one. For your security we encrypt passwords, so we are unable to provide you with your original password.
How do I change my shipping address?
Published
24/11/2009
During step 2 of processing your purchase you can specify an alternative delivery address if you choose. Please enter the postal details in the fields provided. If you wish to use your regular account details, simply click on ‘Use Above Details’.
How do I change my credit card details?
Published
24/11/2009
On step three of processing your purchase please include your credit card details under payment options. You are required to enter your credit card details every time you make a purchase. For your security, Thread People does not save these details on your account for repeat use.
How do I reach Thread People if I have an issue?
Published
24/11/2009
Thread People customer care can be reached either by e-mail or phone. The contact details are below:
By E-Mail: info@threadpeople.com.au
By Phone: 02 8399 1994
On Twitter: @threadpeople
On Facebook: www.facebook.com.au/threadpeople
What are Thread People's hours of operation?
Published
24/11/2009
Thread People customer care is open Monday-Friday 9:00AM to 5:00 PM Eastern Standard Time (EST)
How long will it take Thread People to respond to my inquiry?
We will respond to your enquiry within 24 hours.