Returns & Refunds
We offer an exchange or full refund* on all orders returned back to us within 14 days of receipt. Returns after this date will only be accepted at our discretion.
For the avoidance of doubt we only offer refunds for internet purchases. For items acquired in store we offer a credit note or exchange.
All items that are returned or exchanged must be unworn and in their original condition, including any packaging and swing tags. If any item is damaged, soiled or altered this may not be accepted and may be sent back to you.
*Please Note: Refunds exclude all shipping costs.
How To Return Your Item(s) - UK CustomersWe offer FREE RETURNS for all UK orders - including sale items – with Collect+
Collect+ is a convenient service that allows you to drop the item you wish to return to any Collect+ stores, 7 days a week, early to late. There are over 5,000 stores nationwide, which can be found by clicking here.
We provide Collect+ returns with all UK orders, print off your label here and simply attach the label to the front of your return parcel and take it to your most convenient Collect+ store.
Before returning your items to us, please check: - The items for return are unworn, in re saleable condition, complete with all swing tags & packaging
- You have included your original invoice, with your preference for exchange or a refund
- If you wish to exchange your items, remember to specify for which product, colour & size, using the space provided on your invoice. We recommend that you send us a quick email at firstname.lastname@example.org so we can put the replacement item aside for you
If you prefer to use an alternative courier for your return, that’s fine, but we cannot accept any responsibility for items that are lost in transit back to us, so we recommend you use a service with insurance for the full cost of the items, as well as signature on delivery.
You can also return your items to any of our stores.
How To Return Your Item(s) – International Customers
Simply return the items back to us at the address below, ensuring that the items are securely packaged, so as not to be damaged in transit.
Before returning your items to us, please check:
- The items for return are unworn, in re saleable condition, complete with all swing tags & packaging
- You have included your original invoice, with your preference for exchange or a refund.
- If you wish to exchange your items, remember to specify for which product, colour & size, using the space provided on your invoice. We recommend that you send us a quick email at email@example.com so we can put the replacement item aside for you.
We also recommend that you use an insured courier service with signature on delivery. Folk cannot take responsibility for any products lost or damaged in transit back to us.
Our returns address is:
49 Lamb’s Conduit Street
Do I have to pay for my return?
No, not in the UK, only international customers are responsible for the cost of shipping returned items to us. If you have chosen an item for exchange, we will ship the replacement back to you free of charge.
Can I exchange my order for completely different items?
If you are exchanging for items with a lesser value we will refund the difference. If you would like to exchange for items with a higher value, you will need to request a refund on the original order and place a new order for the replacement items of higher value. We will refund your original purchase as soon as we receive the goods back.
How long will it take to send out my exchange items?
We receive returns daily, Monday – Friday. We aim to process them within 48 hours of being received, although it can take longer during busy periods such as xmas and sale.
Will I be charged tax or duty on my replacement item?
We mark all replacement shipments as ‘exchange’ or ‘replacement’ with ‘no commercial value’, on the basis taxes would have been paid on the original order. In the unlikely event the your local authorities request taxes on the replacement item, we recommend that you dispute these charges with them directly.
How long will it take to process my refund?
We aim to process all refunds within 48 hours of receiving the returned items. We will send you a confirmation email to notify you we have refunded your card. Please note: that refunds can take up to 10 days to credit on your account statement, dependent on the card issuer.
What do I do if I can’t find my Collect+ returns label?
No problem, you can easily print a new label here.
Got another shipping related question?
Click here to view all information on returns & exchanges.
Got a question not answered here?
Click here to email us or call us on 0207 404 6458