Refund policy
Our 30-day returns promise
We want you to love what arrives. If you do not, you have 30 days from the day your order is delivered to return it for a full refund.
This is in addition to your statutory cancellation rights under the UK Consumer Contracts Regulations 2013 (see below).
What you can return
You can return any unused item in its original condition and packaging within 30 days of receipt. Items should be:
- Unused and undamaged
- In their original packaging where possible
- With any tags or labels still attached
What we cannot accept back
A small number of items are exempt for hygiene or safety reasons, or because they are personalised:
- Candles that have been lit or unwrapped from their original cellophane
- Food, drink and edible items
- Personalised, monogrammed or custom-made items
- Items returned more than 30 days after delivery
We will say clearly on the product page if anything else is non-returnable (very rare).
How to return something
- Email us at hello@folksom.co.uk with your order number and a brief note on what you would like to return and why. (The "why" is not required for full-price returns — we just like to know if there is anything we should improve.)
- We will reply within one working day with return instructions and the returns address.
- Pack the item carefully in its original packaging if possible.
- Send it back using a tracked service. Return postage is the responsibility of the customer except where the item is faulty, damaged or sent in error — see below.
- We refund you within 5 working days of the item arriving back at our warehouse, to the original payment method.
Your statutory cancellation right
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you live in the UK or EU you have the right to cancel your order for any reason within 14 days of receipt and receive a full refund including the original outbound shipping cost (standard rate).
To exercise this right, email us at hello@folksom.co.uk before the 14 days are up. You then have a further 14 days to return the item. We refund within 14 days of receiving it back, or within 14 days of you providing evidence of return, whichever is sooner.
Our 30-day returns promise above is more generous than your statutory rights, but the statutory rights always apply — whichever is better for you, you can use.
Faulty, damaged or wrong items
If your order arrives damaged, faulty, or we have sent you the wrong thing, we cover everything — including the return shipping cost.
Email us at hello@folksom.co.uk within 7 days of receipt with:
- Your order number
- A description of the problem
- Photos of the item and packaging
We will arrange a free return label and either send a replacement or issue a full refund, whichever you prefer. We aim to resolve damage and fault claims the same working day.
This does not affect your statutory rights under the Consumer Rights Act 2015 to a refund, repair or replacement of faulty goods.
Refund timing
| Step | Time |
|---|---|
| You email us to start a return | Reply within 1 working day |
| You post the item back | Tracked, usually 1–3 working days |
| We receive and inspect it | Same or next working day |
| We process the refund | Within 5 working days of receipt |
| Refund hits your account | 3–10 working days depending on your bank/card |
Exchanges
We do not formally offer exchanges — they make refunds slower for everyone. If you want a different size, colour or item, the fastest path is to place a new order today and return the original for a refund.
Gift returns
If you received an item as a gift, we are happy to refund the gifter (with their permission) or issue store credit to you. Email hello@folksom.co.uk with the order number — gift recipients normally find it on the packing slip.
Questions?
Email hello@folksom.co.uk or call 01905 616006, Monday to Friday 9am–5pm.
Last updated: May 2026. Folksom is a trading name of DM Brands Limited (company number 07517652), registered office 79 Waterworks Road, Worcester, WR1 3EZ.