We want you to love what you buy from us, but we get it - sometimes it just doesn't work out. Whether you didn't like it, wish to exchange an item or received a damaged Foldie, please always reach out to us by email: support@the-foldie.com. We are here to make things right!

1. Returns

Foldie 1.0: 

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. Please always check the condition of your order right after receiving it. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Was your item damaged upon arrival? Please go to 2. Damaged items. 

Please do not send your purchase back to the manufacturer. If you do send it back to the address on the package, we can not process a refund. Our manufacturer does not accept returns. 

Foldie 2.0:

We offer easy returns so that you can shop with confidence. The refund will be processed after the arrival of the package minus an $8 handling fee. Returns will be refunded in the original payment method or store credit.

Please send an email to support@the-foldie.com with the subject line “RETURN ORDER”. We will provide you with a shipping label. You will not be reimbursed for the shipping cost and The Foldie is not responsible for packages lost in transit.

VERY IMPORTANT:

Merchandise eligible for return must be:

– New, unused, and in original condition;

– Inclusive of all original hangtags, packaging, and components at the time of return or exchange. The tags can not be cut or removed from the bag.

– Accompanied by a proof of purchase (order confirmation email or number)

– All loose components like the crossbody strap MUST be included in the packaging. No strap = no refund.

– The dust cover is NOT a shipping bag.

– The order must be shipped in a box.

– All barcodes need to be intact if possible.

Used items are not eligible for return and will be returned.

2. Damaged items

Occasionally, a product will be damaged in transit, or there maybe a manufacturer’s product defect. In this case, notify our customer service department immediately and provide us with:

1. A picture of the damage(s).

2. An order number/address/full name.

By providing us with a picture of the damage, we will be able to open a damage report with our manufacturer and process either a full refund or reshipment. No questions asked. 

3. Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

4. Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@the-foldie.com.

5. Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@the-foldie.com.

6. Discount codes by email

Offers through email marketing are only valid on orders placed through the email(s). Special discounts can not be refunded on existing orders.

7. Shipping
To return your product, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item 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.