The Folklore handles return and refund requests submitted by customers on your behalf. Here’s how the process works and what you need to do:
1. Return Request Initiation
Customers can request a return in one of two ways:
- By emailing shop@thefolklore.com
- Through the relevant third-party marketplace’s return platform
Customers may either send their own shipping label or request The Folklore to generate one and deduct the label cost from their refund. How returns are handled depends on the marketplace it was sold on, check that marketplace partner’s profile to understand return process and potential fees prior to listing on the marketplace.
2. Viewing the Return Request
Once The Folklore receives the request, we’ll send you the return details through the platform’s messaging tool.
To view the message:
- Log in to your account on The Folklore dashboard
- Click the message icon at the top of the banner
- Search or scroll to find a message from The Folklore
You will also receive an email notification when The Folklore sends you a message. You’ll need to log in to the dashboard to respond. An automated reminder will be sent if you haven’t responded within a set period.
The message will include:
- Order number and order date
- Product(s) being returned and quantities
- Deadline for the item to be shipped back
- A downloadable return label (if applicable)
3. Return Confirmation and Inspection
Once you receive the returned product(s), you must:
- Inspect the items within 3 business days
- Message The Folklore in the platform to confirm the item was received in suitable condition
If we do not receive your confirmation within 3 business days of delivery, we will automatically approve the customer’s refund.
4. Refund and Reimbursement
If the item is in acceptable condition:
- We will reimburse the customer
- If you have an upcoming payout, we’ll deduct the refund and any applicable return-related marketplace fees from that payout
If no payout is scheduled:
- The Folklore will send you an invoice for the refund amount and any related fees
- The invoice must be paid within 5 business days to avoid late penalties.