PAYMENT

Was my payment successful?
Occasionally a payment may fail, however you still receive a confirmation email from us. Our system will then automatically cancel your order. If you still have doubts, you can always contact us via email.


Which payment options can I use?
At FOLC you can choose from the following payment options:

iDEAL
Credit card (Mastercard and Visa)
PayPal
SOFORT banking
KBC/CBC (Belgian customers)
Bancontant
Belfius
Giropay
FOLC Gift card


Can I use multiple discount codes when I place an order?
Unfortunately, this is not possible. You can use one discount code per order.


Do sold-out items come back in stock?
Because we renew our collection every week, it is often difficult to get sold-out items back in stock. This is not always the case. Would you like to be kept up to date as soon as the item is back in stock? Then go to the sold-out item, select your size and click on 'email when available'.


RETURNS

How do I return my order?
Too bad the item is not quite what you had in mind! You can (partially) return your order to us within 14 days of receipt. Make sure to add a return form with your return package. For returns from Belgium or Germany click here. You can download the return form here. Are you unable to print the return form? Then add a sheet of paper to your return package with the order number, your name, the items that will be returned, the reason for the return and whether you would like to exchange the items for another size. Add the return form to your order and send the package at your own expense to the following address:

Montapacking Oosterhout
Attn FOLC
Krombraak 4
4906 CR Oosterhout
The Netherlands

When returning your item(s) always ask for proof of shipping with a Track & Trace code and keep it safe! Without this code we cannot do anything for you in the event of loss by the shipping company.


How can I return my order from Belgium or Germany?
Fill in the return form in its entirety and add it to your return shipment, otherwise we will not be able to process it correctly. If you live in Belgium or Germany and you want to return the (partial) order, you can send an email to returns@folcstudio.com with your order number. We will email you back with a return label from DPD. The costs for this return label (€ 7.50) will be deducted when processing the return shipment. This way you can return the order at a local rate.


What are the costs for returns?
As a customer you are responsible for the costs of the return shipment.


What are the return conditions?
The return conditions:

- Item(s) must be returned within 14 days of receipt.
- The item to be returned must be unworn.
- The item to be returned must bear the attached label and be packed in the original packaging.
- The item to be returned does not contain any traces of use.
- Swimwear can only be returned for hygiene reasons if the hygiene strip has not been removed.
- For hygiene reasons, jewelry can only be returned if the original plastic packaging is still intact.

If an item does not meet our return conditions, you can unfortunately not return it. We cannot process the returned item and the refund will not be carried out. If you want to receive the returned item back, you must indicate this and you will be responsible for the shipping costs.


Did you receive my return?
As soon as we receive your return, we will process it as soon as possible. It can take up to 10 calendar days. As soon as we have processed your return, you will automatically receive an email confirmation. Have you not received a message from us 14 days after your return has been sent? Please contact our customer service with your order number.


What is your return address?
Montapacking Oosterhout
Attn FOLC
Krombraak 4
4906 CR Oosterhout
The Netherlands

I didn't receive a return form, what now?
We will send the return form with your order. In addition, after placing an order you will automatically receive an email with the order and the return form. If you have not received the return form, you can download the return for HERE. It is not a disaster if you cannot print the form. However, it is important to include a paper with your return package with the order number, your name, the items that will be returned, the reason for return and whether you would like to exchange the items for a different size. No return processing is possible without information.


What is the return period?
You have the right to withdraw and return your order within our 14-day return period. You can assess and fit your purchase within this period. Please note! Earrings cannot be tried on for hygiene reasons. These can only be returned if the packaging is still fully intact and unopened.


GUARANTEE.

What are the warranty conditions?
The warranty is only valid within the warranty period and when there is a well-founded complaint. The complaint is unfounded in the following cases:

- Incorrect use or negligent maintenance
- Water or impact damage
- Failure to follow washing instructions
- Exceptional wear and tear
- Damage through negligence


How Long Does My Warranty Last?
A 30-day warranty applies to all items. If an article is damaged within this period or you have another complaint, please contact our customer service stating the problem and your order number. Our customer service will process your message as quickly as possible and will work with you to find the best solution.


My complaint is outside the warranty period, now what?
Even outside the warranty period, you can still contact us with a well-founded complaint. If you can reasonably expect an item to last longer than it has, we ask you to immediately contact our customer service stating the problem and your order number. Our customer service will process your message as soon as possible and will work with you to find the best solution!


Miscellaneous

Canceled order
The reason your order was canceled is usually because the payment was unsuccessful. In that case, place the order again. Still not working? Then contact our customer service.


An item is missing from my order, now what?
Unfortunately, it is possible that something went wrong when processing your order. In that case we will ask you to immediately contact our customer service stating the problem and your order number. Our customer service will process your message as quickly as possible and will work with you to find the best solution.


I received a damaged item, what now?
Oops, that was not quite the intention! We would like to receive a photo of the damaged item so that our customer service can immediately look after you. You can do so by clicking here. Naturally, we will offer you a suitable solution.


I received an incorrect product, what now?
There is nothing more annoying than receiving the wrong Item and we fully understand that. Unfortunately, it is possible that something went wrong when processing your order. In that case we ask you to immediately contact our customer service stating the problem and your order number. Our customer service will process your message as quickly as possible and will work with you to find the best solution.

I didn't receive a confirmation email, what now?
It may occur that our confirmation email ends up in your spam box. If the confirmation email is not there, please contact our customer service.


I placed an order, can I still cancel it?
No, after you have completed your order, it will be prepared for shipment as soon as possible. If you do not wish to receive item(s) in your order, we recommend that you return this item(s) after receipt.


Where is my order?
After placing your order you will receive a shipping confirmation within 24 hours. This contains a link with the Track & Trace code. It can sometimes occur that your order is slightly delayed due to extreme demands on capacity. Did you not receive your order after 3 working days? Then please contact our customer service. We will then find out the status of your order as soon as possible.


What is the email address for your customer service?
Our customer service email address is hello@folcstudio.com. If your question or complaint was not sent to this email address, your question may be delayed. You can also contact us via our contact page.


What is a pre-order and when will this order be delivered?
A pre-order means that we do not have that item in stock at that time, but we do have the assurance that this item will be delivered to us shortly. If you place a pre-order, it means that you buy the item, thereby reserving it. The item's product description confirms when we expect the pre-order to ship.

Pay attention: if your order consists of several items, we will only send the entire order when it is complete. Unfortunately, it is not possible to send the other items from the order sooner. You can find the estimated delivery time of the pre-order in the description of the item.

Naturally, we assume nothing will go wrong with the pre-order. However, if this is the case due to force majeure, you will of course get your money back.