Refund policy

Shopping with Unfolded makes a huge difference. We are changing the way fashion works and cutting the waste. Returns is a very damaging part of the retail industry - wasted energy, resources and emissions, and un-used items that often end up in landfill rather than being re-sold. Traditional brands have over 30% returns, and 50% of these are never sold again - and we want to change this pattern!

If something you’ve bought from us is not quite right for you, we’re here to help. We’d love it if you’d join our large community of swappers to help cut waste and increase the positive impact we have on the world. Managing returns is quite costly, and we would much rather spend the money on supporting children in education and paying workers higher wages. Find out how swapping works.

If you don’t find a swap, we’re happy to help you return your item for a refund, and ask that you contact us within 14 days.

In the rare circumstance you’ve received a faulty or damaged item, we’ll of course help get that sorted for you - please contact support@thisisunfolded.com. See more.

Swapping & selling

We’re delighted to offer a swap network as part of the Unfolded model, including free postage and easy ways to find someone to swap sizes or items with. We’re continuously developing our offering, to make it as easy as possible to swap - which has a hugely positive impact.

Our custom-built swap platform is available here.

You can log in or sign up with the email you used when you ordered, and you’ll find products from the latest collection as well as ‘vintage Unfolded’ pieces. You have 30 days from the receipt of delivery to arrange your swap and submit your swap token request - you can of course also swap older pieces, but we won’t pay the postage for those.

Find out more about swaps here, or contact support@thisisunfolded.com if you have any questions or comments!

We are currently not offering an option to sell items through our swap platform, but we hope to look at this in the future. We’re more than happy for you to sell unwanted Unfolded items in the community group on Facebook. We can’t take responsibility for any sales and exchanges of items, even if they are arranged in the group - but we know that a lot of people find happy homes for items that no longer work for them by posting in the group, and there’s often a good deal to be made! Find the Facebook group here.

Returning

Please get in touch with our customer service team on support@thisisunfolded.com within 14 days of receiving your purchase if you haven’t been able to find a swap and you want to return an item.

To be eligible for a return, your items must be unused and in the same condition they were when you received them. You will be responsible for the cost of shipping the items to our logistics partner. The address will be provided as part of the process.

Your items will need to be in the original packaging. The original tags must be on the items.

You'll need to include the original dispatch note or your order reference number with any return. You can find the order reference number in your order confirmation email or on the packing slip. If you don’t have your order reference number, contact us on support@thisisunfolded.com and we'll be happy to help.

We're afraid that we cannot take responsibility for orders where the order reference number is not included, as we will not be able to track the return and issue a refund.

Refund process

We will notify you if your refund has been approved or rejected once we have registered the return in our systems. Once the refund is approved, it will be processed and returned to your original method of payment within 21 days of us receiving the item back - although it is usually faster. Please note that shipping charges are not refundable.

If you haven’t received your refund after getting an email confirmation that it has been processed, please contact your bank, as there is often some processing time before a refund is posted, even if it has been processed by us.

If you have done all this and the refund has still not appeared in your original payment method, please contact us at support@thisisunfolded.com so we can help look into it.

In the very unlikely event that a refund is not approved, you will be responsible for the cost of shipping your items back to you.

We are unable to offer a refund if you have swapped your item, so if we provide a swap label, we will not be able to offer a refund on your order.

Faulty or damaged items

We’re very sorry if you’ve received a faulty, damaged or incorrectly labeled item - thankfully, this is very rare, but we don’t want it to happen at all! And we will of course help resolve it in any way we can. If possible, we will look to offer a replacement item to be sent to you as soon as possible. Due to our production model, we may not always have a direct replacement, but we are almost always able to find a suitable solution. Please get in touch with support@thisisunfolded.com with your order number and a photo of the issue, and we’ll be able to assist.

US & International orders

If you have ordered from This is Unfolded and you are based outside the UK, you are responsible for the cost of shipping any returns to our returns address. 

We are currently not able to offer swapping to US and international customers. 

Trading address

Our trading address is: This is Unfolded, Suite 2, Ground Floor Orchard Brae House, 30 Queensferry Road, Edinburgh, United Kingdom, EH4 2HS

Please note that this is not the returns address. Any returns sent to this address will be rejected and you will not receive a refund. If you need to return, follow the steps in our process above and you’ll be provided with the correct address to return your item to.

Complaints

If you want to make a complaint, please email complaints@thisisunfolded.com