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Where does my order ship from?
Most orders are shipped directly from our office in New York City straight to your front door. Any item marked "Made to Order" will be shipped directly from the designer's studio.
Do you ship internationally?
Yes we do. In addition to our speedy domestic delivery within the U.S., we also ship anywhere around the world. Our shipping partners guarantee quick, inexpensive, and convenient shipping. Find out more about international shipping here.
Where is my order?
Once you have submitted your order, we will ship your item from our office in New York City within 24-48 hours. As soon as the shipping label is created, you will receive an email confirming the label has been created. This email will also provide a tracking number for you to track the status of the delivery. For additional information on delivery click here.
What happens with returned packages or failed deliveries?
In the case where our shipping carriers are unable to deliver a package due to an incorrect address, the customer’s refusal to pay duties, multiple failed attempts to reach the customer at point of delivery, or otherwise, The Folklore is not liable for payment of return shipping costs levied by the courier (which includes any unpaid customs or taxes). In addition to this, The Folklore is not responsible for any fees incurred upon re-shipping merchandise to the customer. In cases such as these, the customer is responsible for all shipping costs associated with returned packages due to failed delivery.
Can I make a change or cancel an order?
Once an order is placed you have 30 minutes to change or cancel your order. After 30 minutes no changes or cancellation is permitted. To change specific details or cancel an order email us at email@example.com. Please include your name and order number in the subject line.
If I change or cancel an order before 30 minutes how will I receive my refund?
We wait at least 30 minutes before we confirm and charge you for your order. Your credit card will not be charged until your order is ready to ship (unless you pre-order an item). A pending amount may appear on your billing statement immediately after placing your order as a measure to authorize your card. The amount will not be processed until the time of shipment; any pending amounts will be updated or removed.
Will I be charged tax?
Applicable state sales tax will be charged according to the receiver's local sales tax laws. Sales tax is calculated at check out according to the most up to date tax information.
For international deliveries, we ship on a DDU (Delivery Duty Unpaid) basis, which means that all relevant import taxes and duties must be paid by the receiver upon delivery. Duty (or customs tariffs) is set by the destination country's customs authorities and is determined based on a combination of the country of origin or manufacturing of the goods being purchased and the classification of that merchandise in accordance with a harmonized system. Value Added Tax (VAT) rates are set by the destination country. You will be able to view an estimated total amount of applicable duty and taxes/VAT for your order at checkout.With DDU (Delivery Duty Unpaid), you will be liable for all duties, customs and sales taxes based on the country requirements where the order is being sent. Upon arrival, a separate payment will be required to release your order. The Folklore is not responsible for the payment of this duty and will not refund you if you are unable to pay the duty and the product is returned back to our office.
Can I return an item?
All unwashed, undamaged, and tagged (or sealed) Apparel, Accessories, and Home merchandise are eligible for return within 14 days of receipt. All Swimwear, Intimates, Underwear, Beauty + Grooming, Magazines, Books, Gift Cards and Sale items are final sale, meaning they cannot be returned or exchanged. Read more about our return policy here.
Can I order an item that is out of stock?
On occasion, out of stock items may be restocked. If we plan to restock an item, a pre-order button will be displayed and will prompt you to pre-order the out of stock look. Pre-orders are typically delivered within 2-3 weeks, however please check the pre-order notes on the specific product to confirm delivery date.
Beauty, grooming, home, and select accessories goods will be continuously re-stocked throughout the year. Some items may be dropped from our stock depending on performance.
Can I make a custom order?
Customers may request a custom order for sold out items not available for pre-order by emailing firstname.lastname@example.org. The approval of custom orders is subject to each brands discretion and payment must be made once the brand confirms the custom order. Custom orders may not be returned or exchanged, and may include higher shipping cost than usual.
What happens when I purchase a "Made to Order" item?
Items marked "made to order" are limited edition specialty items not available for mass consumption. Since these items will be made special just for you, you can include your measurements in the notes section at check out to receive a custom fit. Current web promotions or discounts cannot be applied to made to order products. Made to order items may not be returned or exchanged unless they arrive damaged. Made to order products ship directly from the brand, therefore they will not arrive in The Folklore's custom packaging.
What other goods can I custom order?
Because we have an established relationship with our brand partners, we are happy to facilitate custom orders for goods not available on our website. This may include items from a current collection that we may not carry, or a completely original, customized design tailored to fit your vision. When you place custom order requests through The Folklore, you will receive the same quality and timely service provided for general orders. Custom orders may not be returned or exchanged, and may include higher than usual shipping cost.
Why is there no paper receipt included in my package?
Please note, in an effort to do our part to preserve the environment, The Folklore has gone paperless. Your order will not arrive with a paper receipt or a paper return label. If you would like to return an item from your order, please email email@example.com.
Do you sell gift cards?
Yes, because we know gift giving is hard. Find out how to buy one here.
How do I properly care for my item?
Every item’s care instructions are unique. In the description section of each product, care instructions and fabrication details are provided. If you would like to request additional information on a specific item's care instructions please emails us at firstname.lastname@example.org with the name and description of the product.
How often do items go on sale?
Merchandise only goes on sale twice a year during the end of Winter and Summer. The bi-annual sale will only be announced the day the sale begins. Because we carry such limited stock of each style, it's best to grab your items instead of waiting for the sale.
How can I get my brand stocked on the site?
If you are a African or African diasporic apparel, accessories, home, or beauty/grooming brand interested in having your brand stocked by The Folklore, email your most recent line sheets and brand kits to email@example.com. Please keep in mind that we are highly selective about the design partners we partner with and may not get a chance to respond to each query.