My Cart [Empty]

Folklore ('Folklore', 'we', 'our', 'us') is a trading name of Folklore Design Limited. This page covers our terms and conditions around shipping and returns.

All items that are in stock are processed within 24 hours of you placing the order. If your order is placed over the weekend, your items will be shipped on the following Monday.

When your order contains one or more items that are not in stock or need to be made to order, we will hold off shipping until all products are ready and the full order is complete.

For your convenience, our shipping rates are straight forward and simple to understand. The shipping price is based on your delivery address and the size and weight of your order. The actual price will be calculated during checkout. We classify all orders as either A4 parcel (magazines only), Regular Parcel (homeware, lifestyle and some lighting) or Bulk Parcel (all furniture and some lighting).

All Folklore products pass through our hands. This means we take the utmost care to insure that your order arrives safely and timely. We use the most suitable shipping provider depending on your location and the items that comprise your order. Most orders are dispatched via UPS or Royal Mail.

LONDON CUSTOMERS

All parcel deliveries must be signed for. If you would like to request a specific delivery time, please contact us via email at help@shopfolklore.com. We always do our best to accommodate all delivery requests.

Deliveries will take place from Monday to Friday between 8am and 6pm, unless another time was agreed upon. All items in an order are always delivered together in one dispatch. We can deliver items separately but this would require an additional shipping cost.

For Bulk Parcels in London, we typically offer a full delivery, assembly and rubbish removal service as part of out service. Please confirm with us in advance and we will advise if your order qualifies for this service.

We offer a ‘same day’ M25 delivery service for items that are in stock. Please email or call and we can give you a quote.

MAINLAND UK CUSTOMERS

All parcel deliveries must be signed for. If you would like to request a specific delivery time, please contact us via email at help@shopfolklore.com. We always do our best to accommodate all delivery requests.

Deliveries will take place from Monday to Friday between 8am and 6pm, unless another time was agreed upon. All items in an order are always delivered together in one dispatch. We can deliver items separately but this would require an additional shipping cost.

When all items are in stock, you should receive your order within 3-5 working days depending on where you are based in the UK.

Mainland UK deliveries are to the front door only unless by arrangement. We usually use UPS for all Mainland UK deliveries.

Highlands and Islands deliveries are not included in the Mainland UK charges or free delivery offer and may be charged at an additional fee so please check prior to ordering.

FREE UK SHIPPING

We offer free shipping for (mainland) UK orders greater than £50. Please note that free shipping does not apply to Bulk Parcels (ie. furniture orders, lighting orders or orders that are greater that 10kg in weight).

Returned items that have been subject to a free shipping offer and are being returned for a monetary refund, as opposed to exchanged goods or a credit note, will have our delivery cost deducted from the amount refunded. Please be aware of our shipping costs above.

INTERNATIONAL CUSTOMERS

International orders are usually dispatched using UPS. The shipping price is based on your delivery address and the size and weight of your order. The actual price will be calculated during checkout.

Customs and import duties may be applied to international orders (outside the EU) when the shipment reaches its destination. Such charges are the responsibility of the customer and vary from country to country. Folklore has no control over the amount of duty and custom charges.

When shipping items internationally, we will repair or replace items that are truly faulty or damaged on arrival, but the cost of returning the items is the responsibility of the customer. It is your responsibility to pay the delivery cost for items that need to be returned to Folklore due to a claim, exchange or refund.

SHIPPING COSTS & ESTIMATED DELIVERY TIMES

LONDON MAINLAND UK EU USA & CANADA REST OF WORLD
A4 PARCEL £3 £3 £4.50 £5 £6
REGULAR PARCEL UNDER £50 £6.50 £6.50 £15 £25 £35
REGULAR PARCEL OVER £50 FREE (except Bulk Parcel) FREE (except Bulk Parcel) £15 £25.00 £35.00
BULK PARCEL PLEASE CONTACT US PLEASE CONTACT US PLEASE CONTACT US PLEASE CONTACT US PLEASE CONTACT US
ESTIMATED DELIVERY TIME 1-2 DAYS IF IN STOCK 2-3 days IF IN STOCK 2-3 days IF IN STOCK 3-5 days IF IN STOCK 3-5 days IF IN STOCK

Please note all of our delivery times are estimates as there are a number of factors that are outside of our control.

Most furniture and lighting, and some homeware items, are not held in stock so we will have to have these ‘made to order’ (ie. specifically manufactured for you). Therefore delivery time varies by product and manufacturer but please allow at least 6-8 weeks lead time. We will provide you with a more accurate estimate when ordering but please allow for flexibility here due to the crafted and bespoke nature of our items.

An order with of a number of items that have a combined weight of 10kg or over will need to be shipped as a bulk parcel. This will be arranged directly between Folklore and the customer either before or after purchase.

Please note an order that contains more than one product will not be shipped until the full order is ready. A separate delivery fee will have to be paid for part shipping of an order.

RETURNS POLICY

If you purchased online and are unhappy with our products in anyway, they can returned or exchanged provided they are in a saleable condition.

Subject to stock availability, we will exchange items that are to us within 7 days of being received by you. Please advise us upon receipt of your purchase if you wish to exchange. Please note that all additional delivery costs incurred in an exchange are payable by you. The return of the new item is subject to us receiving the additional shipping costs. Once payment is received, the new item will be shipped immediately.

If you wish to return your item and receive a full refund, items must be returned to and reach Folklore within 7 days of being received by you. If you return the product any later than the 7 days time slot, you will have an additional 7 days (total of 14 days) from the date you receive the goods during which to be issues with a Folklore credit note to the value of the item at the time of purchase. Folklore credit notes are valid for 6 months from the date of issue and can be redeemed at shopfolklore.com or in our London store. If you wish to purchase online with your credit note, please contact us before making your purchase at help@shopfolklore.com.

We cannot refund or exchange any ‘made to order’ products. Please only order if you are sure that the item and finish is right for your needs as you will not be able to change the order after the item has been entered into production. Made to order items are non-returnable unless we have not supplied the correct item or specification as per the order confirmation.

We cannot refund vintage and ex-display sale items. These items are sold as seen and non-returnable. Therefore we recommend they are viewed in our physical store prior to purchase.

Returned items that have been subject to a free shipping offer and are being returned for a monetary refund, as opposed to exchanged goods or a credit note, will have our delivery cost deducted from the amount refunded. Please be aware of our shipping costs above.

Returns of faulty items will be accepted if the goods were faulty when delivered to you. We take every responsibility to check your purchase thoroughly for any faults before shipping. All items returned as faulty will be inspected on receipt and any items deemed subject to fair ware and tear will not be accepted as faulty. We will replace a faulty item if a replacement is in stock and available. If you wish to be sent a replacement, please make your request clear when contacting help@shopfolklore.com about the fault. Returns of faulty goods must be returned to us within 14 days of being received by you.

In case we cannot offer you a replacement, you will have the choice of receiving a credit note or a refund to the value of the item at the time of purchase and any shipping costs incurred. Please note refunds to debit or credit cards normally clear in 1-2 days. Refunds to PayPal can take up to 30 days and are subject to PayPal refund regulations.

Returns and exchanges received outside of the above time frames will not be accepted. For all returns, except where the item is faulty, you will be required to arrange and pay for the return of the products to us. Please be aware that international custom duties and sales taxes are not refunded for shipments outside the EU.

We will only accept returns provided that the goods in question are returned by you and received by us in the same condition as delivered to you. If you do not return the goods delivered to you or do not pay the costs of delivery, we shall be entitled to deduct the direct costs of recovering the goods from the amount to be credited to you.

We will not accept returns for any items that have been used or if the packaging has been destroyed. Please make sure to keep the original packaging if anything is broken as otherwise the shipping company will not take responsibility. Upon receipt of an order, you should notify us by email at help@shopfolklore.com on the same day if there is a problem. Please check items thoroughly before removing any attached tags and before disposing of any original packaging.

Please note that this exchange policy only applies to products bought online. If you purchased in our bricks and mortar store, we do not give refunds but we will offer an exchange or credit note if the product(s) is returned within 30 days.

SALE ITEMS

Any items purchased during our sale are final. We offer no refunds, exchanges or credit notes on sale items – whether they are purchased in-store or online. In relation to furniture orders, full payment must be taken at the time of ordering if the customer is to avail of any discount. Please note that any discount would only apply to furniture orders greater than £100 and the discount only applies to the furniture itself. Shipping will be charged at the full amount.

SPECIAL OFFERS

From time to time we offer promotions and special offers for our online customers. You can only apply one special offer to any one purchase. Also please note that any discount offer cannot be used to purchase products that are already on sale. To be kept up to date and find out about our special offers please sign up to our mailing list.

WHERE AND HOW TO ASK QUESTONS ABOUT SHIPPING OR RETURNS?

If you have any questions or require further information, please contact us by email at help@shopfolklore.com. If you would prefer to speak to a Folklore employee over the phone or in person, please visit Contact Us for more details.