Frequently Asked Questions (FAQs)

Welcome to the Folkstone Limited FAQ page. Below are answers to the questions we get asked most often. If you can’t find what you’re looking for, please don’t hesitate to reach out to us!

1. Shipping & Delivery

Where do you ship to?

We currently offer standard shipping to all physical addresses within the United Kingdom.

How much does shipping cost?

Shipping rates are calculated dynamically at checkout based on the weight and size of the items in your order. (Optional: We offer free standard shipping on UK orders over £50).

How long will it take to receive my order?

  • Processing Time: We typically package and dispatch your order within 1 to 2 business days (Monday to Friday, excluding UK bank holidays).

  • Transit Time: Once handed over to our UK postal carriers, standard delivery usually takes 3 to 5 business days.

Can I track my parcel?

Yes! As soon as your order has been shipped, we will send you a confirmation email containing a tracking link so you can follow your order’s journey.

2. Orders & Payments

What payment methods do you accept?

We accept all major credit and debit cards (Visa, Mastercard, American Express) as well as secure online payment options. Your transaction is processed securely via our encrypted payment gateways.

Can I change or cancel my order after placing it?

We process orders quickly to get them to you as fast as possible. If you need to make changes or cancel your order, please contact us immediately via our Contact Page. Once an order has been dispatched from our warehouse, we can no longer cancel it, and you will need to follow our standard return process.

What should I do if my payment was declined?

Please check that your billing address matches the address on your card statement. If the problem persists, we recommend contacting your bank or trying a different payment method.

3. Returns & Refunds

What is your return policy?

We offer a 30-day return policy. You have 30 days from the date your package was delivered to request a return. To be eligible, items must be unused, unwashed, in their original packaging, and in the same condition you received them.

How do I start a return?

Do not ship items back to our corporate office address. Instead, please follow these simple steps:

  1. Reach out to our team on our Contact Page with your order number.

  2. We will provide you with a Return Authorization and the correct UK warehouse address for returns.

  3. Securely package your item and mail it back using a trackable service.

Who pays for return shipping?

  • Change of mind/Incorrect size: The customer is responsible for covering return shipping costs.

  • Damaged or Faulty items: If we made a mistake or the item arrived damaged, contact us with photos immediately. We will cover the return shipping costs or arrange a free replacement.

When will I get my refund?

Once our warehouse team receives and inspects your return, we will process your refund. It will be credited back to your original payment method. Most banks take 5 to 10 business days to post the refund to your account.

4. Contact & Business Information

Where are you located?

Folkstone Limited is a registered UK business. Our registered physical address is:

Folkstone Limited Office 19624 182-184 High Street North, East Ham, London, United Kingdom, E6 2JA

How can I get in touch with customer service?

We are here to help! You can reach us through the following channels: