Returns & Exchanges
Returns & Exchanges:
Every creation from The Forgotten Fold™ is handcrafted with care, recorded in the Archive and carefully prepared before beginning its journey.
If something has gone wrong, I will always do my best to resolve it fairly. Please read the information below before placing your order.
If Your Order Arrives Damaged or Faulty, please contact me through the Post Room as soon as possible and, where possible, within 72 hours of delivery.
Please include:
Every creation from The Forgotten Fold™ is individually handcrafted and one-of-one. A like-for-like replacement may therefore be impossible.
Depending upon the circumstances and your legal rights, the appropriate resolution may be a repair, refund or replacement where one is available.
Please do not return an item before contacting me.
Where a return is required because an item is faulty, damaged or not as described, I will provide an appropriate return method or agree the reasonable return cost with you in advance.
If you arrange a more expensive return service without prior agreement, I cannot guarantee reimbursement beyond the reasonable cost of the return service I would ordinarily have provided.
Change-of-Mind Returns:
For most items purchased online, you may cancel your order without giving a reason by contacting me within 14 days of receiving it.
After telling me that you wish to cancel, you must return the item within a further 14 days.
Please contact me through the Post Room before sending anything back so that I can provide the correct return address and instructions.
For a change-of-mind return:
Personalised and Made-to-Order Creations:
The right to cancel does not normally apply to creations made to your individual specifications or clearly personalised for you.
Where this exception applies, it will be stated clearly before you place your order.
This does not affect your rights if an item is faulty, damaged or not as described.
Refunds:
Eligible refunds will be made to the original payment method within 14 days of receiving the returned item or receiving evidence that it has been sent back, whichever occurs first.
For an eligible change-of-mind cancellation, the refund will include:
A refund may be reduced where an item has lost value because it was handled beyond what was reasonably necessary to inspect it.
Exchanges:
Because creations from The Forgotten Fold™ are one-of-one, direct exchanges and identical replacements are not normally available.
If you would prefer another available creation, the original item will first be handled as a return. A separate order may then be placed for the new piece.
This does not restrict any legal right to a repair, replacement or refund where an item is faulty, damaged or not as described.
Workshop Records:
Every creation is individually photographed before dispatch as part of the Workshop records.
The completed parcel is also photographed before it leaves the Fold.
These records help confirm its condition before the journey begins and assist should a problem arise during delivery.
Your Consumer Rights:
Nothing in this policy limits or excludes your statutory rights under UK consumer law.
A Final Note:
The Fold looks after its own—and that includes those who welcome its creations into their homes.
If something has gone wrong, please contact me through the Post Room. I will always do my best to resolve the matter fairly, clearly and with care.
Every creation from The Forgotten Fold™ is handcrafted with care, recorded in the Archive and carefully prepared before beginning its journey.
If something has gone wrong, I will always do my best to resolve it fairly. Please read the information below before placing your order.
If Your Order Arrives Damaged or Faulty, please contact me through the Post Room as soon as possible and, where possible, within 72 hours of delivery.
Please include:
- Your order number
- Clear photographs of the item
- Clear photographs of the outer packaging
- A brief description of the damage or fault
Every creation from The Forgotten Fold™ is individually handcrafted and one-of-one. A like-for-like replacement may therefore be impossible.
Depending upon the circumstances and your legal rights, the appropriate resolution may be a repair, refund or replacement where one is available.
Please do not return an item before contacting me.
Where a return is required because an item is faulty, damaged or not as described, I will provide an appropriate return method or agree the reasonable return cost with you in advance.
If you arrange a more expensive return service without prior agreement, I cannot guarantee reimbursement beyond the reasonable cost of the return service I would ordinarily have provided.
Change-of-Mind Returns:
For most items purchased online, you may cancel your order without giving a reason by contacting me within 14 days of receiving it.
After telling me that you wish to cancel, you must return the item within a further 14 days.
Please contact me through the Post Room before sending anything back so that I can provide the correct return address and instructions.
For a change-of-mind return:
- You are responsible for the return postage cost.
- I recommend using a tracked and appropriately insured service.
- Please retain your proof of posting.
- The item must be packaged securely.
- Please include its accompanying cards, inserts and protective materials wherever reasonably possible.
Personalised and Made-to-Order Creations:
The right to cancel does not normally apply to creations made to your individual specifications or clearly personalised for you.
Where this exception applies, it will be stated clearly before you place your order.
This does not affect your rights if an item is faulty, damaged or not as described.
Refunds:
Eligible refunds will be made to the original payment method within 14 days of receiving the returned item or receiving evidence that it has been sent back, whichever occurs first.
For an eligible change-of-mind cancellation, the refund will include:
- The price paid for the returned item
- The cost of standard outward delivery
A refund may be reduced where an item has lost value because it was handled beyond what was reasonably necessary to inspect it.
Exchanges:
Because creations from The Forgotten Fold™ are one-of-one, direct exchanges and identical replacements are not normally available.
If you would prefer another available creation, the original item will first be handled as a return. A separate order may then be placed for the new piece.
This does not restrict any legal right to a repair, replacement or refund where an item is faulty, damaged or not as described.
Workshop Records:
Every creation is individually photographed before dispatch as part of the Workshop records.
The completed parcel is also photographed before it leaves the Fold.
These records help confirm its condition before the journey begins and assist should a problem arise during delivery.
Your Consumer Rights:
Nothing in this policy limits or excludes your statutory rights under UK consumer law.
A Final Note:
The Fold looks after its own—and that includes those who welcome its creations into their homes.
If something has gone wrong, please contact me through the Post Room. I will always do my best to resolve the matter fairly, clearly and with care.