Terms and Conditions

These terms and conditions apply to customers (“Customers”) who access the Grey Thread website (“Website”). If you access the Website, and/or place an order for goods, you agree to be bound by these terms and conditions.

How the contract for the goods is formed between you and Grey Thread

After placing your order you will receive an automated acknowledgement. Please note that this does not mean that your order has been accepted. All orders are subject to acceptance by Grey Thread. You will receive an email confirming that Grey Thread has accepted your order when your order has been processed and is ready for delivery.

Once Grey Thread accepts your order, a contract to purchase the goods from Grey Thread takes effect between you and Grey Thread.

The contract to sell goods to you only relates to those goods listed in the confirmation email.

You will not be charged before your order has been processed and is ready for delivery. 

Our goods

A description of the main characteristics of goods can be found on the product pages of the Website.

Prices for goods on the Website appear on the product pages and include all applicable taxes.

Prices and offers may vary and may only be available for limited periods. All prices and offers are subject to availability and may be withdrawn or amended at our discretion. The prices on the Website may differ to prices in our retail stores, catalogues or elsewhere.

The Website contains a large number of goods and it is possible that, despite our best efforts, some of the goods listed on the Website may be incorrectly priced. If we discover an error in the price of the goods you have ordered we will inform you as soon as possible. We will give you the option of reconfirming your order at the correct price or cancelling it.

Grey Thread is under no obligation to sell incorrectly priced goods to you at the incorrect price.

Some offers carry a maximum quantity per customer. If this is applicable, this is detailed on the individual offer.

Data protection and privacy

Any personal information provided to us will be processed in accordance with our privacy policy.

Method of payment

You may pay by any of the payment methods we accept and we reserve the right to update these at our discrtion. Please ensure if you are using a credit card that you provide the cardholder’s name as it is shown on the card, and the billing address corresponds as it appears on the card statement. Payment will be taken in GB pounds (£), and if applicable, your card will be charged according to the exchange rate at that time.

Fraud Prevention

To help us prevent fraud, orders of £200 GB pounds or more may require a landline telephone number. Card fraud is illegal and perpetrators will be prosecuted.


Delivery costs are additional to the displayed price and vary depending on the delivery service you select, the country of delivery and the quantity/weight of goods ordered.

Delivery times depend on the delivery service selected and the types of goods ordered. Grey Thread always aims to dispatch all goods in stock as quickly as possible. 

Grey Thread may use third party couriers. Couriers will require a signature to ensure safe receipt of your goods. If you are not available to collect and sign on the courier’s first visit they may leave it at a neighbouring address, or in a safe place (i.e. hidden from sight and protected from the rain). A calling card will be posted through your door to let you know this has been done. If there is no safe place a calling card will be left with the courier’s contact number to arrange re-delivery. 

The couriers will attempt re-delivery up to a maximum of three (3) times and if delivery is not successful after the third attempt they will return the goods to Grey Thread.

Cancellations, Refunds, Returns and Exchanges

If you are not 100% happy with your purchase you can return it to us. 

You can cancel an order by sending an email to hello@greythread.com

You need to give Grey Thread a clear statement that you would like to cancel which includes your name, address, details of the order you wish to cancel and some contact information such as a telephone number or email address.

You can only cancel an order prior to it being despatched to you. Thereafter, once you receive the item, you can return it to us using our  Returns Form

Returning Cancelled Orders to Grey Thread

You must return your items by post to Customer Returns, 81/6 EASTER WARRISTON, EDINBURGH EH7 4QY,  no later than 14 days after the day on which you informed
Grey Thread that you would like to cancel your order. Any returns are at your own risk. For your protection, Grey Thread recommends that you return your items via registered post.

You must pay for any return delivery costs, except where the wrong item has been sent to you or the item is defective. 

The items do not need to be in their original packaging however they must be in a sellable condition.

How much money will be refunded to me?

Grey Thread will refund you in full for any items you return, but will deduct from any reimbursement an amount equal to any diminishment in value of the items as a result of you handling the items beyond what is necessary to establish the nature, characteristics and functioning of the items.

Where items have been despatched prior to cancellation, Grey Thread will not be able to refund delivery costs. 

Grey Thread refund you using the same payment method originally used by you to make the payment (unless you have expressly agreed otherwise). You will be refunded no later than 14 days after the day Grey Thread receives the items you are returning back from you.


Items that are incorrect or require exchange

Please clearly state on the Grey Thread Returns Form the reason for return and whether you require a refund or exchange. Grey Thread is only able to exchange items for the same product.

Grey Thread advises that you send items back via registered post. The return address is: Customer Returns, 81/6 EASTER WARRISTON, EDINBURGH EH7 4QY

Personalised items are non-returnable (unless they are defective). Some items are non-returnable for hygiene reasons. Please note that this does not affect your statutory rights.

The items do not need to be in their original packaging however they must be in a sellable condition, and sent to Grey Thread at your own cost and risk.

You have a legal obligation to take reasonable care of the items while they are in your possession. If you fail to comply with this obligation, Grey Thread may have a right of action against you for compensation. This applies to all items that are returned.

Once a refund has been issued you will receive a confirmation email detailing the amount which has been refunded and the item(s) Grey Thread has received back. If a refund or reimbursement is payable to you, Grey Thread will transfer the money using the same method originally used by you to pay for your purchase. 

Grey Thread aims to process all returns as quickly as possible and you should receive confirmation of this within a week of having returned the item. Please note that at busy times of the year such as public holidays, these times may increase.

Defective Items

Grey Thread will examine the returned items and notify you of your refund or repair or replacement via email within a reasonable period of time.

Grey Thread will process any refund due to you as soon as possible and, in any case within fourteen (14) days after the day Grey Thread confirms via e-mail that you are entitled to a refund for defective items. The refund will be made to the same payment method originally used by you to make the payment (unless you have expressly agreed otherwise).

Grey Thread will bear the reasonable postage costs of returning the items up to the cost of the standard delivery charge. Grey Thread will not refund any Next Day, Express or other premium component of delivery.

Warranty and limitation of our liability

If Grey Thread fails to comply with these terms and conditions, Grey Thread shall only be liable to you for the purchase price of the goods and any proven losses that you suffer as a result of Grey Thread’s failure to comply (whether arising in contract, delict (including negligence), breach of statutory duty or otherwise) which are a foreseeable consequence of such failure.

Grey Thread will not be liable for losses that result from its failure to comply with these terms and conditions that fall into the following categories:

(a) loss of income or revenue;

(b) loss of business;

(c) loss of profits;

(d) loss of anticipated savings;

(e) loss of data; or

(f) waste of management or office time.

Nothing in these terms and conditions is intended to exclude or limit Grey Thread’s liability for:

(a) death or personal injury caused by Grey Thread’s negligence;

(b) fraud or fraudulent misrepresentation;

(c) any breach of the obligations implied by section 12 of the Sale of Goods Act 1979;

(d) defective products under the Consumer Protection Act 1987;

(e) any other matter for which it would be illegal for Grey Thread to exclude or attempt to exclude its liability.

Whilst Grey Thread adopts industry standard protections against computer viruses, it is not able to warrant that this website is free from computer viruses or any other malicious or impairing computer program.

Nothing in these terms and conditions is intended to affect your statutory rights.

Events outside our control

Grey Thread will not be liable or responsible for any failure to perform, or delay in performance of any of its obligations to you that is caused by events outside Grey Thread’s reasonable control (a “Force Majeure Event”). A Force Majeure Event includes any act, event, non-happening, omission or accident beyond Grey Thread’s reasonable control and includes (without limitation) the following

(a) Strikes, lock-outs or other industrial action;

(b) Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;

(c) Fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster;

(d) Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport;

(e) Impossibility of the use of public or private telecommunications networks; or

(f) The acts, decrees, legislation, regulations or restrictions of any government.

In the event of a Force Majeure Event, Grey Thread’s performance is deemed to be suspended for the period that the Force Majeure Event continues, and Grey Thread will have an extension of time for performance for the duration of that period. Grey Thread will use its reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which its obligations to you may be performed despite the Force Majeure Event.

Written communications

Applicable laws require that some of the information or communications Grey Thread sends to you should be in writing. By accessing the Website, you accept that communication with Grey Thread will be primarily electronic through e-mail or notices posted on the Website. For contractual purposes, by accessing the Website you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that Grey Thread provides to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights.

Intellectual property rights

Unless otherwise specified the intellectual property rights in the contents of all the pages in this website, are owned or licensed to Grey Thread or are used with permission from the owner.

The contents of this website may not be copied, reproduced, modified, downloaded or used in any form without our prior written permission.


Grey Thread takes all feedback very seriously and aims to deal with complaints as quickly and effectively as possible.

For complaints relating to orders placed through the Website please email customer services on hello@greythread.com. 

Our right to vary these terms and conditions

Grey Thread reserves the right to revise and amend these terms and conditions from time to time. You will be subject to the terms and conditions that are in force at the time that you order goods from Grey Thread unless:-

  • any change to these terms and conditions is required to be made by law or governmental authority, in which case the changes may apply to orders previously placed by you; or
  • Grey Thread notifies you of any changes to these terms and conditions before it accepts your order, in which case Grey Thread has the right to assume that you have accepted the change to the terms and conditions unless you notify Grey Thread to the contrary within seven (7) working days of receipt by you of the goods.


Governing law and jurisdiction

These terms and conditions shall be subject to Scots law.

The courts of Scotland shall have exclusive jurisdiction over all claims or disputes (whether contractual or non-contractual) arising in relation to, out of or in connection with these terms and conditions including orders for goods.


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