FAQs

ORDERING WITH THE FOLD

 PAYMENT

TRACKING YOUR ORDER

RETURNS AND REFUNDS

ORDERING WITH THE FOLD

I’m a returning customer, how do I make an order?

Just log into your account, then carry on with your purchase. If you haven’t already created an account with us, place your order and indicate ‘create an account’.

Can I place an order over the phone?

Of course, one of our customer service representatives would be happy to assist you. You can reach us on 020 7336 7599.

Which countries do you currently ship to?

We ship to many countries around the World, including the USA, Australia and in the EU.  We currently offer free delivery and returns throughout the UK. Our international shipping cost is £15 for Europe and £20 for the Rest of the World, and will take between 7-14 days to arrive depending on the location and stock availability (please be advised that depending on location, the maximum amount of time taken will be 20 days). We recommend that you indicate a work address if you would prefer to have it sent there instead of your billing address.

Does The Fold have a showroom where I can try the collection?

Our showroom is based in Clerkenwell, London – you are welcome to drop by during our opening hours (Monday – Friday 9.30am – 6pm, and Saturdays 11am – 4pm). We do recommend booking an appointment with us to ensure we have some sizes and styles ready for you to try. We are available for appointments throughout the week, evenings as well as Saturdays. To book an appointment, click through to our online form, or reach us on 020 7336 7599.  We can also offer morning and evening appointments upon request.

Where are your products manufactured?

We are proud that the majority of our products are manufactured in the UK and all of our garments are made in Europe.  Our fabrics are sourced from the finest European mills, as well as specialty fabrics such as Silk from China.  Our design team are based in our London offices, and we work with highly experienced luxury sample studios and seamstresses across London.

How can I determine what size I am in your collection?

Our sizing is pretty consistent with many other UK brands. We have created a sizing guide for you to check your own measurements against. If you require a customised size, we are happy to speak with you about this over the phone or at our showroom.

What customizations do you offer?

We work closely with our seamstresses and alterations studio, which enables us to offer a variety of customisations across the collection including increasing your dress length and mix-and-match sizing. If you have a specific customisation query, please contact us directly on 020 7336 7599.

How long does delivery take?

You can check the estimated delivery date of each item via the product page on the website. If an item appears in express delivery, it will take between 3-5 days to arrive.  One of our customer service advisors will email you shortly after you place an order, and will be your liaison here at The Fold should you have any queries. We are also available to answer any questions regarding your order via 020 7336 7599.

PAYMENT

What type of cards do you accept?

We accept all major credit and debit cards, including Visa Credit, Visa Debit and Mastercard, American Express. Alternatively you can also pay via Paypal or cheque which must be made out to ‘Welcome to the Fold Ltd’.

Why has my payment failed?

Payment issues occur for a number of reasons. First, check you’re using a card we accept (including Visa Credit, Visa Debit and Mastercard, American Express). Have you entered the card details correctly? Is your billing address correct? If you’ve checked everything above and it still isn’t working, we recommend you give your bank or card issuer a call to check there are enough funds in your account to make the payment. Please don’t hesitate to contact us on 020 7336 7599 if you prefer to place your order over the phone.

Can I get a VAT invoice?

Of course. You’ll find this on your order confirmation email. You can also contact us and we can have another invoice sent out to you.

TRACKING YOUR ORDER

How do I track my order?

On ordering, you will be contacted by a customer service representative who will email you with the status of your order. They will provide regular updates on the progress of your order, but should you need to contact us directly you can get in touch via 020 7336 7599.

How do I know when my delivery will arrive?

Once we’ve dispatched your order, we’ll email you to confirm dispatch and delivery details.

RETURNS AND REFUNDS

My product has arrived but there is a problem with the size or fit and I would like to exchange?

We want to ensure your item is 100% perfect for you. If there is an issue with the sizing or fit of a product you have been sent, simply fill out our returns and exchange form to indicate the problem so we can resolve it for you. As with our Returns, items to be Exchanged can be returned to us free of charge using the free returns label included in your package.  Once your form has been submitted, one of our customer service representatives will get in touch within 24 hours.

How can I return an item?

If you would prefer to simply return the item, please do fill in the Returns and Exchange form which can be found in your package.  In every package within the UK we include a free returns label.  This label can simply be fixed to the package and the item sent back via Royal Mail free of charge.  Please do ask for a proof of postage slip from the post office.  You have 14 days from the day the item has been delivered to request an exchange or return on your item.

How will I be refunded?

We will email you once the item has been returned to the Studio. On confirmation of this, please allow up to 7 working days for your refund to appear in the account of the card you initially paid with.

Can I make changes to my existing order?

If you need to make any changes to an existing order, contact us as soon as possible on 020 7336 7599.

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