FAQs

ORDERING WITH THE FOLD

RETURNS AND REFUNDS

 PAYMENT

 GIFT CARDS

TRACKING YOUR ORDER

SHOE COLLECTION

ORDERING WITH THE FOLD

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

Just log into your account or as a guest, 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 Care representatives would be happy to assist you. You can reach us on 020 7336 7599. Our Customer Care team are on hand to help you throughout the week. Our service hours are Monday – Friday, 9:30am-9pm (GMT) and Saturday, 10am–6pm (GMT).

Which countries do you currently ship to?

We ship to many countries around the World, including the USA, Australia and in the EU.  UK standard shipping costs £5 (2-4 days), UK Next day delivery costs £10. We currently offer free returns throughout the UK. US Delivery costs $25 (2-3 days). Our international shipping cost is €20 for Europe and £20 for the Rest of the World, and will take between 7-10 days to arrive depending on the location and stock availability (please note some Standard international delivery times may be delayed due to local government restrictions – For more details you can consult the Royal Mail updates). 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 store where I can try the collection?

Our store is based in Chelsea, London (28 Cadogan Place, London, SW1X 9RX) – Following the latest Government Guidelines, The Fold Store will be closing from Thursday 5th November. Please keep updated for store re-opening information. Our Customer Service team is still on hand to answer any sizing or styling questions you have, or simply to talk you through the collection. Contact [email protected] or 0207 336 7599 to speak with our team.

Where are your products manufactured?

Our collection is manufactured between the UK, Europe and China.  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.

What alterations do you offer?

We work closely with a dedicated London studio, which enables us to offer a variety of alterations across the collection including hem lengths, taking in/out, and releasing on seams. If you have a specific alteration query, please contact us directly on 020 7336 7599.

How long does delivery take?

UK Standard delivery- 2-4 working days

UK Next day delivery- next working day (Order by midday to receive next working day delivery (orders placed on Friday before midday will be delivered on Monday, orders delivered after midday on Friday will be delivered on Tuesday.)

US Delivery- 2-3 working days

EU- 5-7 working days

International- 7-10 working days

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 care representatives will get in touch within 24 hours.

How can I return an item?

Please complete the returns form which can be found in your package and follow the country specific guides found here.

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 7-10 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.

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.

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. We work with Global Blue to offer Tax Reclaim forms for all store bought purchases with a valid passport.

GIFT CARDS

Where can I check my balance?

You can check the balance available on your gift card on the Gift Card Balance page here

TRACKING YOUR ORDER

How do I track my order?

When dispatching your order, we will send a confirmation email with the tracking information. Please note that the status can take a bit of time to update.

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.

SHOE COLLECTION

How does your sizing come up?

We want to make sure you find the perfect fit, we have created a handy size guide to provide you with more information on finding your correct size. We have specifically chosen materials that naturally give and mould to the foot. Contact our Customer Care Team for more specific advice on fit.

What about if I’m in between sizes?

We would always suggest opting for your true size. However if you find that you are in between our sizes, there are a few solutions. We work closely with a London based cobbler who works with our shoes and can offer some solutions. Reputable cobblers will be able to offer stretching and other fit solutions for the shoes.

Can I return shoes?

Yes, you can. Provided they are returned unworn with the dust bag and original shoe box in the returns timeframe.

What heel heights and sizes do you offer?

The range is available in sizes 36-41 and we don’t currently offer half sizes.

80mm : High ultra point, flared heel, architectural pump
70mm : Mid-height block heel, suitable for frequent wear
45mm : Mid-heel – all day wear elegant square with some lift/height
25mm : Square toe contemporary flared heel – elevated flat

Where can I try them on?

The full shoe collection is available at our Chelsea Store. We’d love to book you an appointment and introduce you to the collection. If you cannot make it to the store, our Customer Care Team would be happy to answer any questions about fabric and fit!

What sets your shoes apart?

This luxurious new collection puts style, quality and comfort highest on the agenda. The curved heel is unique to The Fold. It is designed with a defined waist and flared at the bottom to add stability and avoid any unflattering wobbles. Comfort is crucial to dressing with confidence, so we’ve added extra padding under the ball of the foot, under the toes and in the heel. You’ll also find injected rubber on the leather sole for extra grip. No matter what your mood or occasion, we’ve pitched each perfectly to keep you on your feet from daybreak to lights out.

What materials do you use?

We’ve sources sumptuous velvets, soft suedes, immaculate calf hair and snake embossed leather from the best in the business to craft each shoe. Inspired by exquisite jewellery, two styles also feature an ultra desirable semi precious yellow jasper stone on a brass casing. Please note this is a semi-precious stone so markings on individual shoes can differ.

Why design and make shoes in Italy?

Italy is the heart of the shoe industry. When you work with an Italian factory you are benefiting from decades worth of artisanal knowledge. Factories are passed down through generations where every member of the family has grown up in and around the factory, living and breathing shoes. These are the true artisans, the experts. The factory we have sourced is third generation and is run by Mario and his family. Each shoe lovingly worked on at every stage, there is no room for error and each piece is given absolute care and consideration. Each shoe has been worked on by a highly skilled craftsman at every stage of their development – from sketch to final product. We have chosen exquisite fabrics and finishes, sourcing sumptuous velvets, soft suedes, immaculate calf hair and snake embossed leather from the best in the business.

What inspires the shoe collection?

We’ve worked extensively with a Italian based shoe designer to curate this collection for The Fold. We’ve considered where the wearer might go, how she wants to feel, her posture, how she wants to walk and enter a room. It’s also about special details, something unique and timeless that also feels new and exciting. We want you to treasure this shoe – and enjoy wearing it. The same sense of joy we want you to feel when you puts on a piece of The Fold should apply to the shoes. Much like our clothing and our store, we wanted each piece to feel unique and carefully curated. Designed to work seamlessly with the Fold’s collection, we have also tried to ensure they will work with everything else in your wardrobe.

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