RETURNING AN ONLINE ORDER VIA POST
1. Download a returns form.
2. Ensure that your Product meets our Return Conditions and complies with this Policy.
3. Pack the return Products into an appropriate postage parcel and affix the returns label to the outside of your parcel and send the package back to Folk Hero. Don’t forget to include the return form and proof of purchase (your Folk Hero confirmation email or order invoice or receipt). Do not affix any labels to the actual product packaging as this may void the requirement for the product packaging to be in original and saleable condition.
Please allow up to 14 business days for our team to receive your return. If it has been more than 14 business days since you sent your return to us, and you still have not received confirmation from us that we have received it, please follow up with your delivery to confirm its status.
Once we receive the package and confirm that it meets the terms and conditions of this Policy, we’ll process your refund and send you an email to let you know, or we will be in touch to arrange an exchange
Returns are processed on a “first come, first served” basis, and your refund should be processed within 7 working days during normal operating periods.
If there are any issues or your return doesn’t comply with this Policy, we’ll contact you and send your Products back to you.
Please note that you will have to cover the postage charges for the return of your Products via Post, unless the Products are faulty.
If you send any products to us, we are not responsible if the product is damaged or lost and will not accept any liability for non-delivery. We recommend using a service which will allow for the item to be tracked (such as express or registered post).
FURTHER RETURNS INFORMATION
If you need to return packaged goods such as shoes, watches, headphones, and sunglasses, they must be returned to Folk Hero in the original packaging. If these items are returned in an unsatisfactory condition, Folk Hero may not be able to offer a refund or an exchange.
Folk Hero returns department operates Monday to Friday. Once your order is received in our warehouse, our returns team will inspect and process the goods as soon as possible.
Please note that NO returns can be made in person at our HQ.
Folk Hero cannot accept cash on delivery returns.
ITEMS EXCLUDED FROM RETURNS
Sale items can not be returned*
Due to hygiene reasons, Folk Hero will not accept returns or exchanges on some items for a change of mind. Excluded items include, but are not limited to:
Swimwear.
Underwear.
Bodysuits.
Earrings.
A change of mind is where a customer, for a variety of reasons, wishes to return or exchange an item. reasons for a change of mind may include, but are not limited to:
Change of colour.
Change of style.
Change of size.
A return due to a fault with the item is not a return for change of mind.
EXCHANGING YOUR ORDER
At this time we do not offer exchanges.
FAULTY ITEMS
If your order arrives faulty or damaged, contact us as soon as possible. We’ll do our best to resolve the situation as soon as possible.
If a fault appears in your product through normal wear, send your faulty items back following the above returns process. Once our warehouse receives the goods, our returns team will inspect them. We aim to process the return within 7 business days of receiving the goods.
Some faults may need to be assessed by the manufacturer before a refund or replacement can be issued. In this case, we will keep you as informed and updated as possible. Folk Hero is not responsible for the processes or policies implemented by third party manufacturers.
Our returns team may conclude that the damage is due to normal wear and tear, unfortunately in this instance Folk Hero cannot offer a refund or exchange. The garment will be returned to you at your expense.
If you are unsure about a faulty item or warranty repair, contact us we’ll help you through the faulty returns.
