FAQ

You can try. We generally pack orders really quick once you’ve placed your order. However send us an email to orders@thefolkhero.com and we will do our best to try update the shipping details before we post to you.

We want to sort out any issues with incorrect items as soon as we can. If one or more items you received isn’t what you ordered, please let us know and we will do our best to resolve the issue. Always remember to quote your order number for our reference.

Ohh no! We don’t usually forget to pack everything but sometimes mishaps happen. We want to send any items to you as soon as possible. Let us know and we will go out fastest speed to make sure we send any missing goods out to you.

We don’t want you to have any faulty product and it’s not often we miss a damaged item, however it can happen. As soon as you discover a fault, please contact our Customer Care Team using orders@thefolkhero.com You’ll need to provide your order number, details of the faulty item, and a description of the fault.

If you’ve paid for your order using AfterPay, you won’t be able to cancel your order. However, if you’ve paid with any other payment method, you may be able to cancel, depending on when you placed the order and which delivery option you’ve chosen either Express post or Standard delivery. Its a time thing, if you just placed the order and want to cancel immediately. Send an email to orders@thefolkhero.com and we will see what we can do. Otherwise we would off probably picked, packed and got your package ready to post. This would then not be possible to cancel your order.

Australia Post are experiencing some delays in domestic delivery due to COVID-19. Please allow 4-7 business days to receive your order once dispatched. For our Victorian customers, please allow an additional 7 business days due to stage 4 restrictions and the recent closure of major processing facilities. Thank you in advance for your support and patience. Rest assured, Folk Hero and Australia Post are working to deliver your parcel as safely as possible. For updates on domestic deliveries from Australia Post, please click here.

We are busy bees and we do our best to get your Express package to you as soon as humanly possible but its also dependant on what time of the day you placed the order. You can track the progress of your order using the link in your shipping confirmation email.

We can deliver to your work address if this is more convenient for you. Orders are delivered between 7am – 9pm, so you’ll need to make sure someone is available to receive the parcel.

Please note that we cannot deliver to PO Box addresses on express delivery.

We’re able to deliver to PO Box addresses in Australia only and with Standard delivery only.

Firstly, it might be worth checking your junk mail if you’ve not shopped with us before. Make sure FOLK HERO is on your safe senders list.

You may also want to check that you’ve signed up using the right email address, you can view it in your “My Account” section and change it if needs be.

No! You can always check out using our ‘Guest’ check out option.

You’ll be able to track your order on both our Australian Standard and Express shipping services.

If you haven’t received a shipping confirmation email yet it means we’re probably still getting your order together. We’ll drop you an email once it leaves the warehouse so you can track it.

For your security we’re not able to change the address your order is being sent to. Don’t worry – if you’re not in when a delivery is attempted our carrier will leave a card advising where you can pick up your parcel.

Absolutely! We aim to use the minimum amount of packaging we can to protect products on their journey between our suppliers, our warehouse and your front door.

We’re in the process of eliminating all unnecessary packaging, using only what’s absolutely necessary to get your order to you safely and in good condition. We’re also working through all our packaging options to make sure that whatever remains is recyclable or reusable. And we’re broadening our offering of bag and box sizes so that we don’t use more packaging than we need for each order.

For the majority of our packing we use is made by Better Packaging Co.

Packaging

We use postage satchels from Better Packaging Co. For further information about their satchels please visit https://www.betterpackaging.com

We’re really sorry if we’ve made a mistake with your refund. Please contact our Customer Care Team using orders@thefolkhero.com, and we’ll sort it out for you as soon as possible.

Of course! Your right to return an item is exactly the same regardless of the payment method you used.

If you paid for your whole order with a gift voucher and it’s returned for a refund, you’ll be issued with a replacement gift voucher once your return has been processed.

Please note, your original gift voucher code will no longer work at the checkout if it was spent in full before your return.

If you’ve sent an item back to us for refund then you’ll need to wait for your items to reach our Warehouse and be processed. We suggest you keep your tracking number once you’ve posted your return. As we do not take responsibility for the goods your posting back to our warehouse.

GST is now included in our prices for customers in Australia effective of 01 July 2018.

Business customers requiring an invoice please contact our Customer Care team with your ABN and GST number.

AfterPay is a payment method which allows you to buy now and pay later making budgeting easier, allowing you to break down your payments into four equal instalments.

How does it work?

AfterPay is available to all customers with a billing and delivery address registered in Australia.

Your order will need to total between $20-$1500 in order to be able to pay with Afterpay.

To pay using AfterPay, you’ll need to provide a valid and verifiable email address, a mobile number as they may need to contact you and an Australian credit or debit card. It’s important that you provide the correct details, as you won’t receive the relevant payment information.

Once you’ve placed your order using AfterPay, you’ll receive an email from them and also your FOLK HERO order confirmation email.

Please note, you won’t be able to cancel your order once you’ve placed it, if you’ve paid using AfterPay. If you’re not happy with your order when it arrives, please return it.

You’ll be requested to pay for your 4 instalments online every 2 weeks. You can pay at your convenience, with no extra cost via credit or debit card.

You’ll receive a reminder two days before your payment is due via SMS or email.

You’re unable to buy FOLK HERO Gift vouchers using AfterPay and your order will need to be placed in Australian Dollars. However, if you have a gift voucher and you’re spending more than its value, you can pay the remaining balance of your order using AfterPay. Please note, if you pay for your order this way, there won’t be a breakdown of payment methods used on your order confirmation email.

You’re not able to use more than one promo code at the checkout, this includes free delivery codes.You can only use one discount/promo code per order.

The good news is that buying a gift voucher is easy, Who you want to send it too? How much you want to spend and when you want the lucky ducky to receive it?

Gift Vouchers can’t be bought using Afterpay but you can use all other payment methods.

Gift vouchers can only be purchased in Australian dollar’s. The gift voucher can only be spent when shopping on the same browse country as where it was purchased, even if the same currency is accepted in another country.

They can use the whole voucher at once or just part of it.

Gift vouchers purchased will expire 2 years from the date of receipt. However if for some reason the gift voucher date is coming close to an end and you would like it extended. Please email hello@thefolkhero.com and we will put an extension on the card.

Please note, it can take up to 24 hours for the gift voucher to be sent so don’t worry if it’s not received straight away.

Visa, Mastercard and debit.

When you come to pay for your order, you can select one of your saved payment methods to pay for your order.

If you don’t want to save your payment details to your account, then you can also enter them when you come to pay for your order. If there is no payment details saved to your account, then you’ll be asked to enter them when you click ‘Pay Now’.

Gift Vouchers

Afterpay

As we’re an exclusively online retailer we sell directly to the public – we therefore don’t offer wholesale.

Please note, if you’d like to purchase multiple items, at full price, you can only purchase 5 of the same item per order.

If you want to send something to someone as a gift then you can use their address as the delivery address for your order.

In the unlikely event that there’s a problem with the order, we won’t be able to discuss any details with the recipient of the parcel. We can only discuss order and account information with the registered FOLK HERO account holder for the account the order was placed on.

If you’ve forgotten your password, it’s really simple to get back into your account.

Click the ‘reset password’ link and enter your email address.