| |
| |
|
| Frequently Asked Questions |
|
|
 |
- Where in the UK is folio clothing currently able to deliver?
We deliver everywhere in the UK.
- Can folio clothing deliver internationally?
For international orders we use Airsure from the Royal Mail; Items receive priority handling in both the UK and when they are abroad
- Who will Folio Clothing use to ship my new purchase?
Royal Mail is our shipping partner for all UK deliveries. For Europe and Rest of World we use Airsure from Royal Mail.
- Do I have to pay import charges if I am not in the UK?
International Customs policies vary widely from country to country; you may want to contact your local customs office for further information. Any international customs or import duties are imposed once the package reaches its destination country. Any Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be.
- I need someone else sign for my delivery, is that ok?
Yes, anyone at the specified delivery address can sign for your parcel.
- Can you leave my delivery parcel at an agreed hiding place, for example in the back garden?
Currently all deliveries must be signed for by you or another authorised person at your delivery address.
- Can I return or exchange my purchase?
You can return your items to us for a refund within 28 days. See our returns policy.
- Can I order by telephone or order in some other way?
We can only accept payment through our web site because Ordering over the internet with Folio Clothing is the safest and most secure method of ordering and paying. This insures your details are handled and stored safely and your card details are only handled by a secure site. Therefore we will only accept orders placed online and not by Instalments, Cheque, Email, Bank Transfer, PayPal, Postal Order or over the telephone.
- Can I pay using any currency?
We only operate using UK Pound Sterling (GBP).
- What cards can I pay with?
We accept VISA, MASTERCARD, DELTA, SWITCH, SOLO, MAESTRO and VISA ELECTRON.
- When will I be charged if I order something that is not in stock?
We will not sell something that is not in stock. We only display items that are currently in stock and ready to ship. It should be impossible to purchase any item that is out of stock. But in the unlikely event that a human error mistake is made and an item is available to purchase that should not be, we will contact you to offer an alternative or a refund along with our apologies.
- Why can I view an item I want but it is not available in the size I need?
We sometimes sell out of a size in an item almost instantaneously while other sizes take a little longer to sell out. That is why we only display items that are currently in stock and ready to ship in the size and colour it is available in. It should be impossible to purchase an item in a particular size and colour that is out of stock.
- When Will I be charged for my new purchase?
At The final stage of purchase you be asked to enter your postal and contact details so that we can process your order. You will also be presented with a summary of you order and offered delivery options. Once you have completed this details and chosen a shipping option click the continue button. You will proceed to Barclays secure payment system to complete your purchase. They will contact your bank/card issuer for authorisation to take payment from your account.
- Will I get any confirmation that my new purchase has been successful?
If your payment is authorised, you will be presented with confirmation statement and then returned to our final statement page where a summary of your order details and payment is available for you to view and print for your records. You will also receive an e-mail within a few minutes confirming your order.
- What if my payment authorised but Folio Clothing has query about my order or details?
If we have a query with your order or for example we believe your delivery address has a spelling mistake, we will contact you to clarify it. If we are unable to resolve the query for any reason and cannot dispatch your order, a full refund will be issued back to your card.
- What if for any reason my payment is declined?
If payment can not get authorisation from by your bank or card issuer, you will be returned to the final statement page where you be presented with the reason for your card being declined, you will be given the opportunity to enter different/alternative card details and continue with the purchase or terminate the transaction. (Please note some issuing banks may still reserve your funds for a period of time).
- I want to buy gift vouchers?
We are not yet able to sell gift vouchers yet!
- The item I ordered is now reduced. Can you refund me the difference?
Unfortunately, we cannot advise you in advance of a reduced product or reimburse you the difference after you have placed an order.
- I am experiencing Technical Problems! What should I do?
Please email customercare@folioclothing.com to report this problem our technical team will fix it and get back to you.
- I cannot sign in; my email address and or password is not recognised.
It is very important that you use exactly the same email address and password that you used to set up your account. Please remember this is case sensitive. If you are sure that you are using the correct details then please email: customercare@folioclothing.com please include your name and a telephone number so we have the option of calling you back if we need to resolve any issue.
- I want to change or cancel my order, can I do this?
Once your order has been confirmed, it's not currently possible for you to change or cancel it. The prior to dispatch. Please refer to the 7 day cooling-off period for more details.
- What is the 7 day Cooling-Off Period?
In addition to our returns policy, under the United Kingdom's Distance Selling Regulations you have seven working days (beginning the day after receipt) to cancel your purchase from folioclothing.com, for a full refund. We will provide you with a full refund but you to must return the cancelled items at your cost. If we do not receive the cancelled items back, we may arrange to have them collected at your cost. We can not issue a refund until the item is returned.
- There is a chance that I there may be nobody in when you deliver my parcel. What will happen to It?
Royal Mail will leave you a card informing you that delivery has been attempted. On this card will be details of a local post office where your parcel will be held for 7 days. You will need identification and the card to collect your parcel.
- When will my order arrive?
Standard Delivery Orders: We aim to deliver Standard Delivery orders within 3-5 working days. Please note that this means your order may appear as 'Order Processing' until it is shipped and take up to 3-5 working days after your order is placed, especially at busier times of the year, such as Christmas.
- Can I specify a day for my order arrive?
We cannot guarantee a specific delivery date for Standard Delivery orders.
- How do I know if my order has been shipped?
Once your order is displayed as 'Shipped' please remember to allow up to 3 working days for your order to arrive. Again, at busier times of the year, such as Christmas, postal services can slow down, so we ask you to wait 5 working days after your order is 'Shipped' before contacting us at customercare@folioclothing.com
- I am an international customer, when will my order arrive?
For international destinations please allow up to 14 days for delivery.
- I am still waiting for my delivery, 5 days have passed since my order was placed and confirmed, what can I do?
Please contact us at customercare@folioclothing.com We will immediately begin the process of verifying the status of your parcel, all we will need off you is the unique order number that was emailed to you in your order confirmation statement and your name.
RETURNS PLEASE NOTE: IT IS VERY IMPORTANT THAT YOU FILL OUT THE RETURNS AUTHERISATION FORM AND SUBMIT IT SO THAT WE ARE WAITING FOR YOU RETURN. PLEASE NOTE FAILIER TO FILL IN AND SENT THE RETURNS FORM COULD SERIOUSLY DELAY OUR ABILITY TO PROMPLY PROCESS YOUR REQUEST.
- I don't like my new purchase and I want to return it, what do I do?
See our returns policy and to obtain a returns authorisation form. You will be able to obtain an exchange or a refund.
- The Item I have received is faulty, what should I do?
If you receive an item that is faulty, except our apologies in advance. Please email customercare@folioclothing.com quoting your order number, your name and address, together with details of the product and the reason for return. Please state whether you require a refund or a replacement. A member of our team will contact you within 24 hours and walk you through our faulty goods process. Please understand we will need to verify the fault before any action is taken this may include contacting the manufacturer. If the item is found to be faulty we will credit you for any postal charges you have incurred and refund or exchange the item.
- I received the wrong item, what can I do?
If the item you received is not the one you ordered, please except our apologies in advance. You will be able to obtain an exchange or refund. See our returns policy and to obtain a returns authorisation form. Upon receipt and verification of the garment we will credit any postal costs you have incurred and refund or exchange the item.
- How long will it take for my refund to be processed?
It is very important that before send you item back that you fill out a returns authorisation form and click the send button. This will insure we are expecting your return and will be able to process your refund quickly and efficiently. See our returns policy and to obtain a returns authorisation form.
Please allow 3-5 working days for your parcel to get to us.
Once we have processed your refund we will send you an email to notify you this has taken place (the email will be sent to the same email address as your Order Confirmation email was sent).
Please allow a further 5-14 working day's after receiving the refund confirmed notification email for the funds to be credited to your account. We have no control over this time frame. It is completely dictated by your bank/card issuer. Please note: the refund will be credited to the same card with which you made your original purchase. If for any reason this is not possible, (i.e. the card had been declined or has expired) we will contact you.
- When will I receive my replacement?
Before contacting us please take note of the timescales required to process an exchange:
Please allow 3 working days for your parcel to get to. We then require up to 48 hours from receipt of a return for us process an exchange. Once the exchange has been processed please allow the following additional days for delivery of your replacement item: - UK - Up to 3-5 Working Days. - Rest of World - Up to 14 Working Days.
- Part of my order is missing what can I do?
Please accept our apologies in advance. But we are only human and occasionally mistakes can happen. If you have received your order and an item is missing, please email: customercare@folioclothing.com quoting your order number and the missing item we will investigate this for you.
- Can I return my unwanted order to your distribution centre in person?
No, for security purposes, we are unable to accept any orders returned to our distribution centre or any of our offices.
- Do I have to pay for the postage when I return my item?
If you are returning an item(s) to us for a refund or an exchange then the cost of returning the item to us is your responsibility. Please refer our returns policy and to obtain a returns authorisation form. Please note: the item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
- Why my delivery charges not refunded?
The Delivery charges that you originally paid to have your order delivered to you are non-refundable. The postal service delivered the order and this service has to be paid for.
Delivery charges are non refundable. You will be refunded the full value of the item(s) returned less the delivery charge.
|
|
 |
|
|
|
|
|
