Refund policy
Returns and Refunds Policy
Last updated: 24 August 2026
Please note: we do not offer free returns. The cost of returning an item is paid by the customer, except where the item is faulty, damaged or incorrect.
Can I return my order
Yes. If you are not fully satisfied with your purchase, you can request a return within 30 days of the date you received your order, provided the return meets the following conditions:
- All parts, components and packaging are included, exactly as the product was received.
- The product is in its original condition, unworn and unused, with all original tags still attached. Damage caused by careless handling is not covered.
- Items for which hygiene is a relevant factor must be clean before being returned.
We reserve the right to refuse returned items where there is evidence that they have been used or damaged beyond the handling reasonably necessary to establish their nature and characteristics.
Your legal right to cancel
As a consumer in the United Kingdom you have the right to cancel your purchase within 14 days of receiving the goods, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. At Folk Mode we voluntarily extend this period to 30 days from the date of delivery.
To exercise your right to cancel, tell us your decision in a clear statement, for example by email to info@folkmode.com. You then have 14 days from telling us to send the goods back. The cost of returning the goods is paid by the customer. None of the above affects your statutory rights as a consumer.
How do I start a return
If your order meets the conditions above, write to us at info@folkmode.com stating:
- Your order number
- The reason for the return
- A photo of the item, if it arrived damaged or faulty
- Your full name and address
Our team will reply with the correct return address. Please wait until you have received that address before sending anything back, and do not return items to the sender address shown on the parcel. As the customer, return postage is at your own expense, unless the item you received is faulty, damaged or incorrect. In those situations we cover the return costs.
Refunds
After we have received and checked your return, normally within 2 to 5 working days, we refund the payment method used for the purchase. If all conditions are met we will refund you without undue delay, and in any case within 14 days of the day we receive the goods back.
You will not be charged any fee for the refund. Depending on your bank or payment provider it can take a further 3 to 10 working days before the amount appears on your account. All refunds are processed in GBP.
Where you cancel under your statutory right, we refund the price of the goods together with the standard delivery cost you paid. As delivery is £0.00 on all our orders, there is no delivery cost to refund.
Faulty, damaged or incorrect items
Under the Consumer Rights Act 2015 goods must be as described, fit for purpose and of satisfactory quality. If your item arrives damaged, faulty or is not what you ordered, contact our customer service team with photos and a clear description of the problem.
- Within 30 days of delivery you have a short term right to reject the goods and receive a full refund.
- After 30 days, and within six months, you may ask for a repair or replacement. If that is not possible or does not resolve the fault, you may claim a price reduction or a refund.
- Where we confirm the fault is attributable to us, we cover the return costs and arrange a replacement or refund at no cost to you.
Changing or cancelling an order
If your order has not yet been dispatched, it may still be possible to change or cancel it. Contact us as soon as possible after your purchase and we will help where we can. Once an order has been dispatched we can no longer stop it in transit. In that case we ask you to wait for delivery and then follow the return procedure described above.
Exchanges
If you would like to exchange an item, we recommend returning the original product and placing a new order once your return has been accepted. This is the quickest route and depends on availability.
Items that cannot be returned
Gift cards cannot be returned. Sealed goods that are not suitable for return for reasons of health protection or hygiene cannot be returned once the seal has been broken. This does not affect your rights if the goods are faulty or not as described.
Complaints
If you are not happy with how we have handled a return, email info@folkmode.com and we will respond within 24 working hours. See our Terms of Service for the full complaints and dispute resolution route.
Contact
Email: info@folkmode.com
Phone: +44 7476 957251
Estimated response time: within 24 working hours.
Customer service hours
Monday to Friday: 09:00 to 17:00
Saturday: 09:00 to 16:00
Sunday: 09:00 to 16:00
All times are London time.
Business information
Store name: Folk Mode
Registered business name: Lodecom
Chamber of Commerce (KvK) number: 99670739
VAT number: NL005402854B02
Business address: Van Meelstraat 20, 1945 WC Beverwijk, The Netherlands
Email: info@folkmode.com
Folk Mode is a trading name of Lodecom.