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How do I cancel my order, return an item or ask for a refund?

When you buy on Folksy, the sales contract is between each individual "seller" and "you", the buyer. Folksy provides a service to facilitate that contract but is not responsible for it or its fulfilment.

Read the Folksy Sales & Returns Policy here

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.

You have the right to cancel your order and return the item to the seller for a full refund, even if the item is not faulty in any way. To do this you must contact the individual seller within 14 days of receiving your item(s) and you must do this in writing. The seller can organise your refund or simply cancel the order if it has not been paid for.

Get in touch with the seller by clicking on the 'Contact' link at the top of their shop page, or send them an email. Their email address is provided both in your confirmation of order email, the notification of shipping email and on your Paypal receipt.

When contacting the seller, please state the order details (date of order, the username/email address you used to order, item name, quantity, price, etc.), or copy and paste the text form blow, fill in the details and email or post it to the seller. All of the information you need to fill in this form is contained in your confirmation of order email*

To [insert the Seller's name, geographical address and email address here - you can find this information in your confirmation of order email from Folksy]:

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*]:
Ordered on [*]/received on [*]:
Reason for cancellation (optional): Name of buyer(s):
Address of buyer(s):
Signature of buyer(s) (only if this form is notified on paper):
[*] delete as appropriate
Alternatively print out and fill in this form (PDF) and post it back to your seller's address as stated in your confirmation of order or notification of shipping email. 

Important: DO NOT send the cancellation form to Folksy HQ, you MUST send it to the individual seller!

The seller will contact you to organise the return of the goods. Unless the goods are faulty, you are usually responsible for the return postage costs. The seller should provide a refund which includes the cost of outward postage within 14 days of receiving the returned goods, or within 14 days of you providing evidence that you have posted the goods back, whichever is soonest. The seller is entitled to deduct money from the refund if the item shows evidence of use which diminishes its value. 

*The seller's contact information is available in confirmation emails for orders placed after June 13th 2014, when changes to the law came into operation - if you need help to access this information for orders placed before June 13th 2014, please open a Support ticket

Return of faulty goods.

You have a right to return goods if they develop a fault up to six months after receipt of the goods. Depending on the circumstances, you may be entitled to a repair, replacement or a full or partial refund. Please contact the seller to inform them of the fault so that they can try to sort the problem out for you.

Lost items.

If the item has been posted but is lost in transit, the seller should provide a refund or re-deliver the same item. Please contact the individual seller to report a lost item.

In the rare event of a shop not delivering the goods please contact them for a refund.

I've emailed the seller but they haven't replied!

If you have not heard from the seller within a few days of contacting them, if you no longer have access to your confirmation of order email, or if you need any other assistance in contacting the seller, please let us know (stating as much details about the order as possible) and we'll do our best to help! 

If they do not respond in reasonable time, you should claim for a refund:

Orders paid using Paypal (including card payments through PayPal)
Please go to the Paypal help page on Claims and disputes. Please note that disputes can only be opened within 180 days of the date of payment. Please make sure you report the seller to Folksy too, so we can take action.

Orders paid using a credit or debit card (not using PayPal)
Please contact your bank and ask about Chargeback on the transaction.

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