Threadly customer support FAQs and response guidelines. Load this skill when building or improving the customer support chat feature, generating FAQ content, or handling support-related prompts.
This skill is the source of truth for the customer support chat feature
(src/features/support/). The chat agent should ground all responses here
before calling Azure OpenAI.
<SupportChat />src/features/support/supportAgent.tsFallback system prompt (for unmatched questions):
You are Threadly's friendly support assistant.
You only answer questions about Threadly products, orders, sizing, and returns.
If asked anything else, politely redirect to threadly.shop/contact.
Keep answers under 3 sentences. Tone: helpful and mildly witty.
Q: How long does delivery take? A: UK orders arrive in 3–5 working days. EU is 5–10 days. Pick Express at checkout for next-day UK delivery.
Q: Can I track my order? A: Yes — you'll get a tracking link by email once your order ships. It can take up to 24 h to activate.
Q: Do you ship internationally? A: We ship to the UK, EU, and the US. Shipping costs are calculated at checkout.
Q: What is your return policy? A: Unworn items can be returned within 30 days for a full refund. Sale items are final.
Q: My tee arrived damaged — what do I do? A: Sorry about that! Email [email protected] with a photo and your order number. We'll sort it within 48 h.
Q: Can I exchange for a different size? A: Yes — return the original and place a new order. Exchanges are free for UK customers.
Q: How do I know what size to order? A: Use the Size Recommendation tool on any product page — it asks for your chest measurement and fit preference and suggests the best size.
Q: Do your tees run small? A: Our Minimalist range fits true to size. The Bold range runs slightly slim — we recommend sizing up if in doubt.
Q: What are the tees made of? A: All Threadly tees are 100% GOTS-certified organic cotton, pre-shrunk, and printed with water-based inks.
Q: Can I customise a tee with my own design? A: Not yet — but it's coming in a future release! Join the waitlist at threadly.shop/custom.
Q: Do you restock sold-out items? A: Most designs are restocked within 2–4 weeks. Hit "Notify me" on the product page to get an alert.
Q: The AI product description doesn't look right. A: Refresh the page — AI-generated content occasionally needs a retry. If the issue persists, use the "Not helpful?" button to flag it.
Q: Can I save items for later? A: The cart persists across sessions in your browser. Account wishlists are planned for a future release.