FAQs

ORDERING WITH THE FOLD

RETURNS AND REFUNDS

 PAYMENT

 GIFT CARDS

TRACKING YOUR ORDER

SHOE COLLECTION

HOSIERY 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?

Our team would be more than happy to assist.

    • UK & INTERNATIONAL

Call 020 7336 7599

    • US

Call 1-800-401-8306 (toll free number)

Unfortunately, we are now unable to place any International orders over the phone. However our team can help you in placing an order.

Which countries do you currently ship to?

The Fold delivers to 212 countries around the world, including the USA, Australia and in the EU. Please refer to the Delivery page for more information.

How long does delivery take?

UK Standard delivery – 2-4 business days.

UK Next day delivery – Order by midday to receive next business 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 – 3-4 business days.

EU Delivery – 5-7 business days.

International Delivery – 7-10 business 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.

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

Our beautiful flagship store in Chelsea, London is open Tuesday-Saturday (10am-6pm). The store is available to drop by, or for one-to-one personal styling appointments. Book a personal shopping appointment with one of our styling team to walk you through our latest collection. Our stylists can help guide you on styling and sizing advice as well as offering a range of alterations to help you find the best fit.

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.

Can you help me find my size?

Our sizing is pretty consistent with many other UK brands. We have created a sizing guide for you to check your own measurements against. Contact our Customer Care Team for more specific advice on fit.

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.

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 warehouse. 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:

    • UK & INTERNATIONAL

Call 020 7336 7599

    • US

Call 1-800-401-8306 (toll free number)

PAYMENT

What type of cards do you accept?

You may pay by debit card, credit card or another alternative payment method specified as part of the checkout process. As part of our partnership with Global E we will be able to offer alternative payment method depending on your geographical location. Please note Global E may change the payment methods at any time but this will not affect any existing order.

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 if you require any further assistance.

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

How can I use my Gift card and check the balance?

If you have any questions around the use of your gift card please do contact [email protected] and one of our team will be able to assist.

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, unfortunately we do not offer half sizes. All styles come with foam cushioning and Technogel® insert at the heel for added comfort.

70-80mm: Our highest heel. Extra padding in the sole makes them a great choice on days when you want to embrace heels but need to be on your feet.
40-45mm: Mid-height heel – a stylish and practical heel for frequent wear. Just the right amount of poise, but with the stamina and support of a block heel and the magic of our Technogel padding.
25mm: Our elevated wear-all-day flat shoe, beautifully designed and considered to serve as the finishing touch to endless looks.

Our signature architectural ‘curved’ Milano heel supports and balances you for the most practical and flattering fit.

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.

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.

HOSIERY COLLECTION

How does your sizing come up?

We have created a handy size guide to provide you with more information on finding your correct size. Contact our Customer Care Team for more specific advice.

Can I return hosiery?

No, we will not accept returns due to hygiene reasons. These items are non-refundable.

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