FAQ
Orders and delivery
When will my order ship?
Orders placed before 2pm UK time, Monday to Friday, ship the same day. After 2pm or on weekends, they ship the next working day.
Will I get tracking?
Yes — every order is tracked. You will get an email with the tracking number when your parcel leaves us.
Do you ship internationally?
Yes. We ship to most of Europe, North America, Australia and many other destinations. Costs are calculated at checkout. Customs duties, where they apply, are the recipient's responsibility.
How much is UK shipping?
£3.95 standard, free over £30. Next-working-day express is £7.95.
Can I change my address after ordering?
If you spot an address mistake straight away, email hello@folksom.co.uk or call 01905 616006 and we will catch it before dispatch if at all possible. Once the parcel has left the warehouse we cannot re-route it, but you may be able to redirect it with the courier.
Returns
What is your returns policy?
30 days from delivery, full refund on unused items in original packaging. The full policy is on our Returns page.
Who pays return postage?
You pay return postage on a change-of-mind return. We cover it on damaged, faulty or wrongly-sent items.
How long do refunds take?
We refund within 5 working days of receiving the item back. Your bank then takes 3–10 working days to show it.
Products and brands
Are you the official UK distributor for these brands?
Yes. Folksom is the consumer storefront of DM Brands Limited, the appointed UK distributor for Räder, Remember, My Flame, Relaxound, Ideas4Seasons, Elvang, GEFU and PPD. We have been representing these brands in the UK since 2011. Any brand partner can confirm the relationship — please email distribution@folksom.co.uk if you would like an introduction.
Are the products genuine?
Every item we sell comes direct from the manufacturer to our Worcester warehouse. There are no middlemen, no parallel imports, no grey-market stock.
Do you sell to shops?
Yes — wholesale is our heritage. If you run a retail shop, garden centre, museum, gallery or boutique and would like to stock these brands, please email trade@folksom.co.uk.
Why is a product I want shown as out of stock?
We do not pre-sell stock we do not have. If a product is greyed out, we have run out and are waiting on the next delivery from the maker. You can sign up for email alerts on the product page and we will tell you the moment it is back.
Can you reserve an item for me?
We cannot hold stock for individual customers, but for trade customers we can — drop a line to trade@folksom.co.uk.
Gifting
Do you offer gift wrap?
Many of our brands' pieces ship in their own beautiful packaging, which is itself a gift-ready presentation. If you would like a handwritten note enclosed, leave a message in the order notes at checkout and we will hand-write it for you.
Can I send an order directly to the recipient?
Yes. Use their delivery address at checkout. We do not include any pricing in the parcel.
Can I buy a gift card?
Coming soon — let us know via hello@folksom.co.uk if you would like one in the meantime and we will sort something out.
Payment
What payment methods do you accept?
All major credit and debit cards (Visa, Mastercard, American Express), Apple Pay, Google Pay, Shop Pay, Klarna and PayPal.
Is your checkout secure?
Yes. All payments are processed through Shopify's PCI-DSS Level 1 certified checkout. We never see or store your full card details.
Do you charge VAT?
Yes — DM Brands Limited is VAT registered (GB 851 815 128) and all UK prices include 20% VAT. Orders shipped outside the UK are zero-rated at checkout; you may be charged local VAT or duties on import.
Account and privacy
Do I need an account to order?
No — guest checkout is available. Creating an account lets you track orders, save addresses, and view order history.
Will you spam me?
No. We only email you about your order unless you actively sign up for our newsletter, which we send at most twice a month and which you can unsubscribe from in one click.
What do you do with my data?
Only what is necessary to fulfil your order, plus newsletter contact if you opt in. Full detail is on our Privacy Policy page.
Contact us
Anything not answered here? Email hello@folksom.co.uk or call 01905 616006 Monday to Friday 9am–5pm. We are real people in a real warehouse in Worcester and we reply quickly.