I recently ordered an item from The Fold’s website. While the quality of the product was fine, I found it difficult to style and therefore decided to return it.As The Fold accepts in-store returns, I chose to return the item to one of their London shops. Upon returning it, a staff member informed me that I would receive a return confirmation email within 30 minutes. However, I did not and I subsequently contacted the company via WhatsApp and finally received the confirmation email the following Monday.I was advised that the refund would be processed within 5 to 7 working days. I found this timeline surprising, as other retailers that accept in-store returns—such as John Lewis, Selfridges, and LK Bennett—typically issue refunds on the same day.It has now been 7 working days, and the refund has yet to appear in my account. I contacted American Express, who confirmed that they have not received any transaction from The Fold.Given that international transactions involving brokerage banks are often processed within 1 to 2 working days, it is difficult to understand why a domestic return would require over a week to process.One of the main advantages of online shopping is the convenience and efficiency it provides. Unfortunately, this experience has been unnecessarily stressful and time-consuming.While The Fold may offer quality products, based on my recent experience, I would not recommend shopping with them online.Update:I received an email from Helena on the Customer Care Team, and she has processed a full refund, including the shipping cost (22/05/2025).I was also able to confirm that the refunded amount has been credited to my credit card account today (23/05/2025).Thank you for the efficient customer service.
Claim your business profile now and gain access to all features and respond to customer reviews.
The Fold is a contemporary British label focused on dressing and inspiring the modern, professional woman.
