Customers have 14 days to request a return for unworn, unused, and sellable product(s). Once the return request is submitted, customers have 3 business days from the date of the request for the return to be scanned by the local courier. Returns may take 7-10 days to reach the brand, depending on the origin and destination.
Steps to Process a Return
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Notification of Return Request:
- You will be notified via email within 48 hours when a customer requests a return. A detailed list of items to be returned will be provided directly to the brand.
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Receiving the Return:
- When the customer’s return is marked as received by the courier, confirm receipt within 2 business days.
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Inspect the Returned Products:
- Check the returned items for signs of use or damage caused by the customer.
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Notify The Folklore of the Return Status:
- Accept Return: If the items meet quality standards (unworn, unused, and in sellable condition), notify brands@thefolklore.com with the original order number in the subject line to confirm the return.
- Deny Return: If some or all items are not returned in quality condition or are missing, notify brands@thefolklore.com and provide supporting images of any damages or missing items.
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Automatic Refund and Payment:
- If you do not notify The Folklore of the return status within 3 business days of the return being marked as received, the customer will be refunded, and you will not be paid for those items in your next payout.
Return Costs
- Customer-Paid Returns: Customers are responsible for return shipping costs unless the product was damaged or the incorrect product was sent. In these cases, the cost will be covered by the brand.
- An invoice for the return shipping cost will be sent via Stripe, and must be paid within 5 business days.
Exchange Policy
- No Exchanges: We do not process exchanges. Customers can only return eligible items. If a customer requests a different size or style, they must return the original item and separately purchase the new one.
By following these steps and guidelines, you ensure smooth processing of consumer returns while maintaining The Folklore’s return policies.