The Fold London Reviews 

I found the customer experience with The Fold excellent, I bought a dress for my son’s wedding on line but first spoke to Shahnaz who was extremely helpful with sizing etc. The Mariano dress was light, comfortable and flattering, perfect for a sunny wedding day.

Outstanding customer experience from start to finish.
I love the quality and style of the clothes.
Try before you buy is amazing and a total game changer .

I think that the returns service should be simplified
I had a problem printing out the label and I had to ring customer services twice to sort it out

I purchased a number of items from the Fold to date, but won’t buy from them again.

Given the high product prices and additional delivery fees, I expected a higher standard of customer service.

I ordered multiple sizes with the intention of trying them on and returning what didn’t fit. The parcel was delivered on a Saturday to my building’s concierge. However, since the concierge is closed on Sundays, I was only able to collect the package on Monday. When I contacted customer service to return a few items, I was informed that their return policy allows returns only within 14 days of delivery.

From my experience, the Fold are very slow at processing and delivering orders, and in some occasions took several weeks to process returns and was beyond 14 days, which only works in their favour.

At this point I don’t feel like keeping any of the items and won’t be purchasing from them again.

This review is aligned to my previous complaint.
It’s important to provide positive feedback when it is earned, and I have nothing but praise for the Head of Customer Engagement who personally contacted me to discuss and importantly listen to my concerns.
Laura was very professional and understood my concerns. It is refreshing to have a retailer truly listen and want to improve going forwards.
I look forward to my next trip to the store and purchasing some more
Beautiful clothes.

I absolutely love my beautiful blue linen jacket but carelessly lost a button . Shahnaz in Customer Services couldn't have been more helpful and sent me a courtesy spare pack immediately.
Thank you to Shahnaz and thank you to The Fold for a beautifully tailored jacket .

What fabulous customer service especially from Shahnaz - excellent communication by email and phone and managing to secure the dress I was looking for. Great follow up too - so refreshing to receive such customer service - thank you so much. Also lovely to speak to Amy (I think) at the shop who organised the sale of my shoes.
I have two fabulous dresses for my son’s wedding next year x

Attentive, quick and very helpful customer service representative, Shahnaz from the Fold Customer Care Team

My son is getting married in August and I was recommended by my sister to have a look at The Fold London for an outfit. I was spoilt for choice in relation to the elegance and style of the pieces available. Throughout the process of finding and purchasing an outfit Shahnaz, from the customer care team, has been excellent in her communication, advice and support. Thank you so much Shahnaz, you are a credit to The Fold, London.

Gorgeous female workwear in striking colours. The customer service is also exceptional both in store and online. Such a refreshing brand!

Ease and confidence, the experience of buying and wearing your outfits. Especially your workwear range, very much a breath of fresh air. Well made, great quality fabrics and colours, super sustainable. Thank you!

It was fantastic, got the wardrobe I wanted with great help! Thank you!

Although I had a return, I received excellent assistance when I called in the late evening London time.

Very professional staff!!

Barry and Lindsey

I was looking for stylish outfits for my son’s wedding but I didn’t want the traditional Mother of the Groom look. The Fold seemed to have lots of possibilities. I booked a 2 hour consultation. Amy had selected a range of styles for me to try before I arrived. She then helped me get the right styles, sizes and colours. I’ve come away with 3 outfits which are perfect for the different celebrations coming up. Thank you very much!

I recently ordered an item from The Fold’s website. While the quality of the product was fine, I found it difficult to style and therefore decided to return it.
As The Fold accepts in-store returns, I chose to return the item to one of their London shops. Upon returning it, a staff member informed me that I would receive a return confirmation email within 30 minutes. However, I did not and I subsequently contacted the company via WhatsApp and finally received the confirmation email the following Monday.

I was advised that the refund would be processed within 5 to 7 working days. I found this timeline surprising, as other retailers that accept in-store returns—such as John Lewis, Selfridges, and LK Bennett—typically issue refunds on the same day.
It has now been 7 working days, and the refund has yet to appear in my account. I contacted American Express, who confirmed that they have not received any transaction from The Fold.

Given that international transactions involving brokerage banks are often processed within 1 to 2 working days, it is difficult to understand why a domestic return would require over a week to process.

One of the main advantages of online shopping is the convenience and efficiency it provides. Unfortunately, this experience has been unnecessarily stressful and time-consuming.

While The Fold may offer quality products, based on my recent experience, I would not recommend shopping with them online.

Update:
I received an email from Helena on the Customer Care Team, and she has processed a full refund, including the shipping cost (22/05/2025).
I was also able to confirm that the refunded amount has been credited to my credit card account today (23/05/2025).
Thank you for the efficient customer service.

I have purchased several of the new designs by Caroline Issa in the clever crepe material: two waistcoats, two wide leg pants, Caselle Jacket and pencil skirt. The material is luxurious, falls beautifully. I am 5'4", 117 pounds and the wide leg pants look amazing on me. The design of the waistcoat is unique and looks fabulous on. The jacket and skirt are stunning. I feel great when I wear these outfits. The quality, feel of the material and the unique designs are a cut above most designers. I consider it an investment. AND the material is washable! The Customer Service is excellent. I live in California and whatever issues have come up over the last 10 years that I have been purchasing from Fold have always been handled. Thank you Fold!!

Staff had prepared for my visit by stocking fitting room with items. They were thorough and professional and gave me honest feedback about the fit and suitability of the items as I tried them on. I left with several pieces that suit me well and that I know I'll keep for a long time.

I love this brand. High quality and beautifully made. Their Customer Care team are also amazing - so friendly and efficient and dealt with my query really well and very quickly.

I purchased the Alserio stretch knit dress on 26th April. It arrived 1st May. Tried it on but decided to return. Went via The Fold returns proceed , booked Royal Mail to pick up on 2nd May. I have emailed athe fold 3 times asking for updates but only get an automated response. Very concerned as I would like my £335 refund please. For a high end women’s clothes company I am finding their customer service terrible.

Happy to report The Fold contacted me and all resolved. They are also reviewing their returns process

I was contacted by email and then by phone when the dress I wanted came available after it had been out of stock. Shahnaz gave me advice about sizing and styling the dress. She made sure it was sent with next day delivery. I have also visited the beautiful shop in Central London and received a warm welcome and help from the staff there. A really lovely experience and absolutely beautiful clothes.