The vast majority of orders at Folders are delivered without a hitch, but understandably from time-to-time things go wrong and you may need to arrange a return. This page should help you determine what’s covered.
The item I received is not the item I ordered
Provided the item is unopened and in mint condition we’ll replace the item or provide a full refund. To receive your replacement or refund you must return the original item to Folders. You will be provided with a no-cost return-addressed courier satchel (or similar) and process your refund or replacement within 2–3 days of receiving your item.
The item I ordered was damaged in transit
If your item was damaged between leaving the Folders warehouse and arriving at your delivery address, you will receive a full refund or replacement. You must let us know within 24hours of receiving a damaged product and large appliances must be inspected prior to accepting the receipt of goods from our delivery partner (if the large appliance is transit damaged, reject the delivery). Courier Post will collect the damaged parcel from your address, along with the original packaging, and once the damage has been verified your return will be processed. This process can take up to one week. Please note that for your claim to be accept you must retain the original packaging for your item(s), and the original packaging material used to deliver your order e.g. the courier satchel or delivery box.
The item I ordered arrived faulty or didn’t work as intended
Please arrange with Folders to return the item for testing. If we confirm that the item was damaged before leaving the Folders warehouse, or was faulty out of the box, your item will be repaired or replaced by Folders free of charge. A refund may also be offered in some circumstances.
The item I ordered did not arrive
If your item did not arrive the first thing to do is contact us, and we’ll organise.
If the “track and trace” on your order indicates that it has been delivered, but you’re unable to find it, we will start an investigation with the courier on your behalf.
Regrettably, neither Folders nor the courier company are able to refund or replace items that have been lost, damaged or stolen after being delivered to your property.
I’ve changed my mind and no longer want the item I ordered
We stand behind our product range and work hard to provide you with affordable quality products. Sometimes, things might not work out for whatever reason, and that's why we offer an easy (change of mind) returns policy (return items within 28 days - must be unused, in re-sellable condition and with their original packaging). Contact 0800 156 678.
The shipping for the return will also be at the cost of the buyer. This cost also applies if the item has been shipped but has yet to be received. Once we have the item in hand we will have our Returns Team assess the item and if everything checks out OK you will receive a refund of the returned goods only. The original shipping cost will not be refunded.
We reserve the right to charge a restocking fee of up to a maximum of 20% of purchase price. Our customer service team will advise of any restocking fee if it applies to your return.
I’ve had my item for a while, but it no longer works as described
We will assist where possible with the repair or replacement of faulty items. Where appropriate, we are also happy to work with our suppliers on your behalf or provide you with the contact information for the right people to speak to.
Folders is fully committed to protecting your rights under the Consumer Guarantees Act. If you have any questions please contact us.
Note: Refunds can take 2-3 working days to appear in your bank account or card due to bank processing.
