Refund policy

Returns, Refunds & Cancellations | Fold in Love Studio

Last updated: November 21st 2025

 

At Fold in Love Studio, we want you to love every item you purchase. However, if something goes wrong or you need to make a return, please review the following policy for refunds, returns, and cancellations.

Your Legal Rights

Nothing in this policy affects your legal rights under UK law. As a consumer, you have rights under the Consumer Rights Act 2015 and, for most online purchases, under the Consumer Contracts Regulations 2013. In short, this means you may be entitled to:

  • A refund, repair or replacement if an item is faulty, not as described, or not fit for purpose; and
  • A 14-day cooling-off period for most items bought online, during which you can change your mind and cancel your order for a refund (subject to the conditions below).

 

Your Cooling Off Period 

If you change your mind about your order, you are entitled to cancel and return it. 

  • You have 14 days from the day you receive your order to let us know you’d like to cancel.
  • After telling us, you then have a further 14 days to send the items back to us.

 

To initiate a cancellation and return, please email us at mensiwamade@gmail.com with:

  • Your name
  • Order number
  • Items you want to return
  • Whether you’d like a refund or exchange (if available)


Conditions for Change-of-Mind Returns

To qualify for a refund under the cooling-off period:

  • Items must be unused, in their original condition, and in their original packaging.
  • You are responsible for taking reasonable care of the item(s) while they’re in your possession.

 

Unless we agree otherwise:

  • Return postage costs for change-of-mind returns are your responsibility.
  • We recommend using a tracked service and keeping your proof of postage, as you are responsible for the items until they reach us.

Once we receive and inspect the items, we’ll process your refund.

 

 

Faulty, Damaged or Incorrect Items

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If your item arrives damaged, faulty, or not as described, please contact us as soon as possible so we can put things right.

We have a 30 day return policy on faulty, damaged or incorrect items. Email us at mensiwamade@gmail.com within 30 days of receiving your order, with:

  • Your name and order number
  • A description of the issue
  • Clear photos showing the fault or damage, and of the packaging if it arrived damaged


Where an item is confirmed to be faulty, damaged in transit, or incorrect:

  • We will offer a replacement, repair (if appropriate), or refund, in line with your legal rights.
  • We will usually cover reasonable return postage costs for faulty or incorrect items.

 

 

Items That Cannot Be Returned

The following items are generally non-refundable, unless they are faulty or not as described:

  • Personalised or custom-made items (for example, items created specifically to your own wording, colours or design requests).

  • Earrings and certain jewellery (for hygiene reasons, once the sealed packaging has been opened).

  • Digital products that have been downloaded or accessed.

If you’re unsure whether your item can be returned, please contact us before placing your order or before opening the packaging. 

 

 

How to Return an Item

  1. Contact us first
    Email mensiwamade@gmail.com with your order number and reason for return so we can confirm the next steps.

  2. Pack your items safely

    • Use the original packaging where possible.

    • Make sure items are securely wrapped to avoid damage in transit.

  3. Post your return

    • Send the parcel to the return address we provide by email.

    • For change-of-mind returns, you are responsible for the return postage costs.

    • For faulty/incorrect items, we will either refund reasonable postage costs or provide a prepaid label (where available).

  4. Keep proof of postage
    We recommend a tracked service. If a parcel goes missing on the way back to us, we may not be able to issue a refund without proof it was sent.

 

The Refund Process

Once we receive your return, we will:

  • Inspect the item(s) to make sure they meet the conditions of this policy.

  • Notify you if the refund has been approved.

  • Process your refund within 14 days of receiving the returned items or proof of posting (for change-of-mind cancellations under the cooling-off rules, the legal deadline is 14 days from when you tell us you’re cancelling, but we may wait until we receive the goods or proof of return).

Refunds will be:

  • Issued to the original payment method used at checkout; and

  • For the item(s) price plus the standard delivery cost you originally paid, where applicable under the Consumer Contracts Regulations. If you chose an upgraded delivery method (e.g. express), we are not required to refund the extra cost.

We do not normally refund:

  • Return postage for change-of-mind returns; or

  • Any customs duties or import taxes charged by your local authorities (if you are outside the UK).

 

 

Exchanges

We’re a small business and our stock is often limited, so exchanges are not always possible.

  • If you’d like to request an exchange, please mention this when you email us.

  • If the item you want is not available, we will offer a refund instead, once your original item is returned in line with this policy.

 

 

Cancelling Before Dispatch

If you change your mind before we’ve dispatched your order:

  • Please email mensiwamade@gmail.com with your order number as soon as possible.

  • If your order has not yet been packed or shipped, we will cancel it and issue a full refund.

  • If your order has already been dispatched, you’ll need to follow the returns process once it arrives.

 

 

Late or Missing Refunds

If you haven’t received a refund within the specificed time within this policy:

  1. Check your bank or card account again (it can take a few days to appear).

  2. Contact your payment provider, as there is often some processing time before a refund is officially posted.

  3. If you have done all of this and still have not received your refund, please contact us at mensiwamade@gmail.com with your name and order number.

 

 

Contact

If you have any questions about this Returns, Refunds & Cancellations Policy, you can contact us at:

  • Email: mensiwamade@gmail.com

  • Postal address: 

    Fold in Love Studio

    Suite 6910

    Unit 3A

    34-35 Hatton Garden

    Holborn

    London

    EC1N 8DX