Delivery & Returns

UK DELIVERY

We offer free shipping and returns on all UK orders. Free shipping is automatically applied at checkout.

Same day or next day delivery services are available for some items on request, please contact us if you need your item urgently on 0207 336 7599 or via info@thefoldlondon.com. Please note that an additional charge will be required for this service.

Express Delivery

We offer express delivery for all items that are currently in stock. These items are usually dispatched in 24 hours and should arrive within 3 – 5 working days, for orders placed in the UK. Your order will be delivered via a tracked Royal Mail service (please refer to international delivery for more detailed delivery times to other countries). All items will automatically be shipped as express delivery (at no extra cost), excluding pre-order and back order items. We will always try to notify you of any delays to standard delivery times. We may be able to offer express (same day or overnight) delivery on certain items when delivery is urgent, please contact info@thefoldlondon.com or 0207 336 7599 for more information.

US DELIVERY

We use a FedEx service for US deliveries, this service takes 4-5 working days to arrive with you.

Delivery cost: $25

If you require an expedited delivery, please call our Toll Free customer services number. There will be an additional charge for this service. 1-800-401-8306 (Toll-free lines open EST 6am-1pm Monday to Friday). Please note international shipments may be subject to cross-border inspections by customs authorities.

For US-bound orders, your will be charged in dollars. We are not required to charge UK VAT on sales originating from & for delivery to the US.  If you wish to have your items delivered to a UK address, we will be required to charge UK VAT on your order.

INTERNATIONAL DELIVERY

We currently deliver to the following countries:

Europe:

Austria, Belarus, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Georgia, Germany, Greece, Guernsey, Hungary, Iceland, Italy, Jersey, Latvia, Lithuania, Luxembourg, Malta, Moldova, Monaco, Netherlands, Norway, Poland, Portugal, Republic of Ireland, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Ukraine.

Delivery cost: £15

Estimate delivery time: 5 to 7 days.

Rest of the world:

Australia, Argentina, Brazil, Canada, Hong Kong, India, Iran, Malaysia, New Zealand, Russia, Saudi Arabia, Singapore, Turkey, United Arab Emirates (other countries please inquire via info@thefoldlondon.com and select country for Delivery Address at checkout).

Delivery cost: £20

Estimate delivery time: 7-10 days

Please note international shipments may be subject to cross-border inspections by customs authorities.

Taxes & Duties

UK VAT will be applied to orders dispatched within the United Kingdom, excluding the Channel Islands. VAT will also be applied to all other EU destinations. If shipping to a country outside the EU, VAT will be automatically deducted from your order total.

If your delivery address is outside of the EU, you may have to pay import duties and taxes, which are levied once a shipment reaches your country. You must meet any additional charges for customs clearance. Please note, customs policies vary widely from country to country. We recommend you contact your local customs office for further information.

Cancelling an Order

If you have placed an order but then wish to change or cancel it, please contact us as soon as you can. We will try our best to make any changes but we cannot guarantee that we will be able to do so as the order may already have been processed. In such cases, you may have to wait until you receive the order and then follow the standard Returns procedures.

If the order has not yet been processed and is subject to cancellation, any sum debited to us from your credit or debit card will be re-credited to that credit or debit account within 30 days of your order.

Pre Order

We occasionally offer the option to pre-order some items. The estimated availability date will vary from product to product and can be found on the product description. Our customer service team will keep you updated on the progress of your order and the expected delivery date. Once the item is dispatched, you will receive a confirmation email and should expect to receive it within 3 – 5 working days.

Please note: Delivery times are estimates and commence from the date of shipping, rather than the date of order. Delivery times are to be used as a guide only. Delivery can take longer than expected due to customs clearance procedures in certain countries and factory delays. We will endeavour to keep you as updated as possible with any unforeseen delays. 


UK RETURNS & EXCHANGES

Orders can be returned or exchanged within 14 days from the arrival of the order. Items received after this period will not be eligible for a refund, but may be exchanged or credited at the discretion of the brand. Please call customer services on +44 (0)207 336 7599 with any questions.

Returning an item couldn’t be easier:

  • We offer complimentary UK returns – a free returns label is included in your purchase.

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For UK customers, item/s can be returned free of charge at any Royal Mail Post Office. Any items lost during delivery will be refunded or exchanged if proof of postage is provided. If you misplace your free returns label, you can print a new one here:

http://www.royalmail.com/track-my-return/create/1094

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Item/s can also be returned free of charge via Collect Plus. Simply click the link below to print your unique label. Please follow the instructions online where you will be able to find your nearest Collect Plus store. You can track your return online by using your unique reference code on your receipt provided by the shopkeeper.

www.collectplus.co.uk/thefoldlondon

Returns Procedure:

  1. Items must be returned new and unused. Returns that are damaged, soiled or altered may not be accepted, or service charge will be applied.
  2. Complete the returns form and enclose it with the items you wish to return.
  3. Pack the item/s and documents in the original box or similar to ensure the items reach us safely.
  4. Ensure that the returns address or sticker is affixed to the front of the package. Please, obtain proof of postage from the Post Office/Collect Plus store, this is free of charge.
  5. Your customer service representative will be in touch to confirm the return of your item/s and process your refund/exchange.

Returns Address:

The Fold London, Unit 1.4, The Chandelier Building, 8 Scrubs Lane, NW10 6RB.

Please note: We are only able to exchange a like-for-like item of the same price.

Faulty Items

  • The Fold will be happy to exchange for the same item if a product is damaged, faulty or incorrectly shipped through any circumstance that is in our error within 14 days from the date of dispatch.
  • Please note that if the item has been worn, in many cases we would repair the garment in our studio.
  • Under such agreed circumstances The Fold will cover the cost of shipment of the replacement items.

Alterations

  • We offer a full alteration service at our Clerkenwell showroom, including dress, skirt, trouser and sleeve length, zip and fit preferences.
  • Please contact the showroom (+44 (0)207 3367599 to book an appointment.

Terms and Conditions

Under Standard Returns procedures goods can be returned to The Fold providing they are unworn, and in the same condition that they were when delivered to you. Returns can be made according to agreement at the time of purchase. Under this agreement, any sum debited to us from your credit or debit card will be re-credited to that credit or debit account within 30 days of your order. Most refunds are process within 7-10 working days of the goods being returned subject to their condition upon receipt and the time for the funds to be returned. This timing will also be dependent on your banks processing timing.

We will not refund any postage and packing charges if you cancel an order or return goods after the seven days allowed under the Distance Selling Regulations or if you only cancel part of your order.  Postage and packing charges will be refunded if agreed as part of a promotion at the time of sale.

If an order has been placed that involves customisation of a garment in anyway, then that garment is not refundable. This does not affect your rights if the garment is damaged or defective or does not match the specification of the order.

US RETURNS & EXCHANGES

For US orders, please contact your customer service representative who will arrange this via FedEx for you. Please ensure you complete the returns form with your order information. A $20 charge will be deducted from your refund for this returns service. This includes the collection as well as any customs charge. You have 21 days from the arrival of your order to return the goods to be eligible for a refund. Please ensure you obtain a proof of postage for your own records. Your customer service representative will then be in touch with you once the garment has arrived back with us to start your refund process. Your refund will then take between 7-10 days to process fully.

To exchange an item, please return the garment back and indicate your preferred size or colour. This must be a like-for-like item (ie the same price). While you will be required to cover the cost of returning the item, we will not charge for the delivery of the exchanged item for you.

 

INTERNATIONAL RETURNS & EXCHANGES

To initiate an International return or exchange, please begin by completing the returns form. You have 28 days from the arrival of your order to return the goods to be eligible for a refund. The Fold can not cover the cost of International returns, therefore you will need to initiate the return with your local postal courier. Please ensure you obtain a proof of postage for your own records. Your customer service representative will then be in touch with you once the garment has arrived back with us to start your refund process. Your refund will then take between 7-10 days to process fully.

To exchange an item, please return the garment back and indicate your preferred size or colour. This must be a like-for-like item (ie the same price). While you will be required to cover the cost of returning the item, we will not charge for the delivery of the exchanged item for you.

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