This policy outlines the guidelines for order cancellations, return eligibility, and refund processing. Please read the following to understand how we handle refunds for both consumer orders.
1. Order Cancellations
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Cancellation Requests:
Customers may request to cancel their orders within 24 hours of placement. Requests submitted after this period may not be eligible for cancellation. -
How to Process Cancellations:
Brands will receive a notification from our system if a customer requests a cancellation. If approved, a full refund will be issued to the customer’s original payment method. Refund processing typically takes 5-10 business days, depending on the customer’s payment provider.
2. Return Eligibility
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Timeframe for Return Requests:
Customers have 14 days from the date of delivery to request returns for unworn, unused, and sellable products. -
Notification to Brands:
You will be notified within 48 hours of a return request, with a list of items expected in the return provided. -
Inspection by Brands:
Upon receipt of the returned items, you must inspect the products for any signs of use or damage.
3. Return Process
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Receiving the Return: Once you receive the return within 2 business days, you must inspect the returned products for any signs of use or damage caused by the customer.
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Action by Brand:
- Accept Return: If all returned items meet quality conditions, email brands@thefolklore.com with the original order number in the subject line to confirm acceptance.
- Deny Return: If any product is not returned in sellable condition or is missing, send an email within 3 business days with supporting images of any potential damage or missing items.
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Failure to Respond: If no action is taken within 3 business days of the return being marked as received by the courier, the return will be automatically approved, and the customer will be refunded. You will not be paid for these items in your next payout.
4. Return Costs & Ineligible Products
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Return Shipping Costs:
- Customers are responsible for the cost of returning unwanted items.
- If the product arrived damaged or incorrect, the return shipping cost will be covered by the brand. An invoice will be sent via Stripe, and the brand must pay this within 5 business days.
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Non-Returnable Items:
The following products are not eligible for returns:- Swimwear
- Intimates
- Underwear
- Beauty & grooming products
- Magazines & books
- Gift cards
- Made to order products
- Sale items
5. Gifted Orders
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Gifted Products:
Products marked as gifts at checkout are not eligible for returns.
6. Refund Processing
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Refund Timeframe:
Refunds will be processed within 3 business days of the returned items being inspected. -
Payment Method:
Refunds will be issued to the original payment method. Depending on the customer’s banking institution, the refund can take 2-10 business days to appear.
This policy ensures a structured and efficient process for handling returns and refunds. Please refer to our full return policy for further details on product eligibility and related terms.