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Folklore ('Folklore', 'we', 'our', 'us') is a trading name of Folklore Design Limited. This section covers all you should need to know about our terms and conditions around delivery, shipping and returns. You can also read our Privacy Policy for detail on how we collect, store, and use the information that you provide us with.

All orders that are in stock received before 9.00am GMT will be shipped out the same day. Any orders received after 9:00am will be shipped a day later. If your order is placed after 9:00am on a Friday, or over the weekend, your item(s) will be shipped on the following Monday.

For your convenience, our shipping rates are straight forward and simple to understand. They are classified based on whether the weight of your order is deemed to be an A4 Parcel (magazines only), Regular Parcel (homeware, lifestyle and some lighting) or Bulk Parcel (all furniture and some lighting). We use UPS for Regular / Bulk Parcels and Royal Mail for A4 Parcels.

Please note that Bulk Parcels may require delivery to be agreed between Folklore and the customer before or after purchase.

UK CUSTOMERS

For all shipping inside the UK we use Royal Mail 1st Class or UPS Standard. Each service requires a signature on receipt. UPS shipped items are insured for the cost of the item. In our experience it is very unlikely for anything to go wrong with your shipment, however if you require extra insurance on your purchase this can be arranged at extra cost so please inquire at the time of your purchase. Please note that Northern Ireland and Channel Islands pricing is deemed to be non-mainland UK.

INTERNATIONAL CUSTOMERS

We will use Royal Mail (magazines only), UPS Standard or UPS Express Saver for all European, American and international purchases. This is dependent on the country we are shipping to. Each service requires a signature on delivery. UPS shipped items are insured for up to £500. In our experience it is very unlikely for anything to go wrong with your shipment, however if you require extra insurance on your purchase this can be arranged at extra cost so please enquire at the time of your purchase.

SHIPPING COSTS & ESTIMATED DELIVERY TIMES

The following table is an estimate of what you will pay for shipping to our five classified regions.

REGION 1 REGION 2 REGION 3 REGION 4 REGION 5
COUNTRIES INCLUDED Mainland UK Non-Mainland UK & Ireland Europe (EU & Non-EU) USA & Canada Rest of the World
A4 PARCEL (magazines only) £3.00 £3.50 £4.50 £5.00 £6.00
REGULAR PARCEL (homeware, lifestyle, some lighting) £6.50 £12.00 £15.00 £25.00 £35.00
BULK PARCEL (all furniture incl. some lighting) multiple options - before or after purchase multiple options - before or after purchase multiple options - before or after purchase multiple options - before or after purchase multiple options - before or after purchase
ESTIMATED DELIVERY TIME 1-2 days (except furniture) 2-3 days (except furniture) 2-3 days (except furniture) 3-5 days (except furniture) 3-5 days (except furniture)

Furniture orders that are in stock or that are not made to order can usually be delivered to the UK within three to four weeks. When furniture is made to order, please allow six to eight weeks for delivery. International delivery may take longer - depending on the destination. Please note that these are estimate times only as we cannot guarantee delivery within the exact timeframe when some shipping matters are out of our control.

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.

MULTIPLE ITEM PURCHASES

Please note UPS services to the UK and all EU services are subjected to local VAT charges.

FREE SHIPPING

From time to time Folklore offers free shipping for UK deliveries. Please note that, when free shipping is offered, it only applies to online orders greater than £50 in value but does not include furniture orders, lighting orders or orders that are greater that 10kg in weight. Free shipping does not apply to furniture or lighting orders. To be kept up to date and find out when free shipping is valid please sign up to our mailing list.

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 POLICY

Please note that all sales of sale items (ie. those displaying a reduced price) are final. No exchange, credit note or refund will be offered against sale purchases and the conditions set out below do not apply.

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.

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 extra 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

Returns of faulty items all 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 any 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 non-faulty items that have been used or if the packaging has been destroyed. Upon receipt of an order, you should notify us by email at help@shopfolklore.com on the same day if there is a problem. We strongly advise all customers to check items thoroughly before removing any attached tags and before disposing of any original packaging.

Bespoke orders of furniture or lighting cannot be refunded or exchanged.

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.

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.

WINTER SALE 2014

Any items purchased during the 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 the 15% discount. Please note that this 15% discount only applies to furniture orders greater than £100 and the discount only applies to the furniture itself. Shipping will be charged at the full amount.

WHERE AND HOW TO ASK QUESTIONS ABOUT DELIVERY & 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.