Processing time for orders is 3-5 days. Orders placed after 5pm EST on Saturday will not begin processing until the following Tuesday. You will receive a notification when your order has shipped. The notification will include a shipment tracking code. Carriers are USPS and UPS.
Shipping
Processing Time
If you think your order is lost in the mail
If you’ve been tracking your shipment and believe that it should have arrived to you by now based on the expected delivery date, you’ll want to do 2 things:
- First, confirm that the address you provided at check out is accurate and deliverable.
- If it’s the correct address, contact the shipping carrier. They should be able to assist you in initially locating the package.
If the carrier is unable to locate the package for you, please email info@thefolkcollaborative.com and let us know. We will want you to confirm that you’ve taken the two steps above before we determine next steps.
Tracking says my order should be here, but I haven't received it
In some cases, the shipping carrier may have left your package in an unexpected place. Be sure to look everywhere you can think of. You may need to contact the carrier to see if they can provide additional details about where the package was placed, such as “on the steps” or “at the leasing office.”
Tracking says my order is undeliverable
You are responsible for providing an accurate and deliverable mailing address when you check out. If your order is returned by the shipping carrier as a result of an inaccurate or undeliverable address, we will automatically process a return in the form of store credit that will be emailed to you.
Returns & Exchanges
We are happy to process returns and exchanges in the scenarios outlined below. In all cases, the item must be returned to us within 30 days of your receipt, be unworn and unwashed, without any visible stains or marks, and in the original state in which it was received. If an item has been used, please don’t try to return it. That’s just crazy. It will not be accepted.
Note: There will be a $4.00 restocking fee for each Folk Gear item returned. Return and exchange shipping is at your expense, unless we originally shipped you the wrong item. If you are shipping a return order over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Exchanges for a different size
We get it. Sometimes online shopping is tricky and it’s not always easy to know what size will fit you best. But we all need to look good and feel good, so send us a quick email at info@thefolkcollaborative.com to let us know which size you need instead. We’ll send you instructions on how to send your item back to us, and as long as we have the size you need, we’ll send it to you as soon as we’ve receive your shipment.
Note: We only offer exchanges for Folk gear and clothing, and for the same item that was originally purchased. Only regular priced items may be refunded. Sales items are not eligible for refunds.
Late or missing refunds (if applicable)
If you haven’t received a refund, contact your credit card company (or bank) as it may take some time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@thefolkcollaborative.com.
you received wrong or damaged items
Our bad! We try our best to prevent this from happening, but if it does, thanks in advance for giving us the opportunity to make it right. Send us an email at info@thefolkcollaborative.com with the following information:
- Your name
- Order number
- Was the item wrong or damaged?
- Photo of the item and damage
Once we’ve confirmed what you should have received, we’ll get the correct item out to you as soon as possible, at no cost to you.
If you receive a damaged item, there’s no need to send it back. As long as we can clearly see the damages in the photo you provide, we’ll send you a replacement at no cost.
your shipment was returned to sender (us)
You are responsible for providing an accurate and deliverable mailing address when you check out. If your order is returned by the shipping carrier as a result of an inaccurate or undeliverable address, we will automatically process a return in the form of store credit for the amount your order (excluding shipping). The store credit will be emailed to you in the form of an offer code and will only be valid for one year.