Sales & Returns Policy
The sales contract is between each individual "seller" and the “buyer”. Folksy provides a service to facilitate that contract but is not responsible for it or its fulfilment.
All sellers agree to abide by the Consumer Contracts Regulations:
This legislation protects the consumer when buying over the internet or by mail order and applies to UK sellers.
Folksy aims to make it easy for sellers to comply with this legislation and consumer law, however, all compliance is the responsibility of the seller.
Sellers must post items purchased within three (3) working days of receiving payment unless otherwise clearly stated on the product description OR if the buyer’s identity and / or address cannot be authenticated, in which case sellers must notify Folksy staff by opening a Support ticket or emailing us at firstname.lastname@example.org
All items must be received by the buyer in under 30 days unless you have agreed a longer term in writing (e.g. email) with the buyer.
You must pay for items purchased by you, unless the seller has made a clear typographical error or you cannot authenticate the seller’s identity. You and you alone are liable for paying the seller if you commit to buy an item.
Please note that if your order is being posted outside mainland UK, you (or the recipient) may have to pay customs or VAT charges and a handling fee. The seller is not responsible for any charges or fees that may incur.
In using Folksy, sellers agree that the buyer has a right to terminate the contract and return the item even if the item is not faulty in any way (this is the consumer's right in UK law). They have the right to do this up to 14 days after receipt of the items and a full refund including the cost of the outgoing postage must be made within 14 days of the seller receiving the returned item(s), or within 14 days of the buyer providing evidence that the item(s) have been returned (e.g. proof of postage), whichever is sooner.
Unless the seller has stated otherwise, the buyer is responsible for paying for the cost of return postage.
Please note: Unless faulty, the following types of items are non-refundable: items that are personalised, bespoke or made-to-order to your specific requirements; items which deteriorate quickly (e.g. food), personal items sold with a hygiene seal (cosmetics, underwear) in instances where the seal is broken.
Cancelling a transaction.
The buyer must inform the seller if they wish to cancel the order and they must do this in writing (email is sufficient, but they may also use a standard returns form which is available on this page). Sellers must provide a full refund of the cost of the item and any postage costs within 14 calendar days of receiving the returned item(s), or within 14 days of the buyer providing evidence that the item(s) have been returned (e.g. proof of postage), whichever is sooner. If the goods have not yet been sent, refunds must be provided within 14 days of receipt of the notification of cancellation.
Return of faulty goods.
The consumer has a right to return goods if they develop a fault within six months of receipt of the goods. Depending on the circumstances, they may be entitled to a refund (full or partial), a repair or replacement.
If the item is lost in transit then, unless proven otherwise, the seller should assume the contract is terminated and provide a refund or deliver the same item.