I recently purchased The Fold’s beautiful lace dress for my 60th birthday party! Absolutely gorgeous dress so many compliments. Had a small discrepancy I was contacted Shahnaz who dealt with it quic... Se mer
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För att skydda plattformens integritet granskas både verifierade och overifierade omdömen av vår automatiserade programvara som är tillgänglig dygnet runt. Tekniken är utformad för att identifiera och ta bort innehåll som bryter mot våra riktlinjer, inklusive omdömen som inte är baserade på en äkta upplevelse. Vi är medvetna om att vi inte kan lägga märke till allt. Det går att flagga sådant som du tror att vi kan ha missat. Läs mer
Det här tycker kunderna
I loved my first experience at The Fold! I texted in advance and my clothes were waiting for me to try on in a lovely, spacious and light changing room. Water was offered which really helped in a hot... Se mer
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Three dresses from the Fold were delivered by Anita from Harper - a delivery service to enable clients to try on merchandise at home. The frocks were exceptional. Anita’s visit was a great success... Se mer
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Beautiful dress, from the fabric to the fabrication it's just perfect. Shipping was fast and easy - no concerns about tariffs or taxes. I'm thrilled to have it and to be able to wear such a lovely thi... Se mer
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Företagsinformation
Skrivet av företaget
The Fold is a contemporary British label focused on dressing and inspiring the modern, professional woman.
Kontaktuppgifter
28 Cadogan Place, SW1X 9RX, London, Storbritannien
- 0207 336 7599
- info@thefoldlondon.com
- thefoldlondon.com
4,2
Bra
289 omdömen
Ingen aktuell inbjudningshistorik
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Very Professional Assistance
Although I had a return, I received excellent assistance when I called in the late evening London time.
Very professional staff!!
Barry and Lindsey
21 maj 2025
Omdöme utan inbjudan
Svar från The Fold London
Dear Barry & Lindsey,
Thank you so much for your kind words.
We are pleased to hear that our Customer Care Team were able to assist you with your enquiry.
Should you require any assistance in finding your perfect style/fit, we are also available to help provide you with any guidance via telephone (US: +1-800-401-8306 / UK: +44(0)20 7336 7599) or email (info@thefoldlondon.com).
We also offer virtual styling appointments with our in-store stylists to help you find the perfect pieces. All information available below:
https://thefoldlondon.com/styling
We hope that you shop with us again soon!
Kindest regards,
The Fold Customer Care Team
I was looking for stylish outfits for my son’s wedding
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!
21 maj 2025
Omdöme utan inbjudan
Svar från The Fold London
Dear Alison,
Thank you for your kind review.
We are so glad to hear that you had wonderful personal shopping appointment with our stylist Amy, and that you were able to come away with multiple outfits!
We offer a range of a range of styling appointments from in-store to virtual, with all details available below:
https://thefoldlondon.com/styling
We hope to see you in store for another appointment soon.
Kindest regards,
The Fold Customer Care Team
Ordering online from The Fold
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.
10 maj 2025
Omdöme utan inbjudan
Svar från The Fold London
Hello there,
Thank you for your review.
We are ever so sorry for the delay in receiving your refund. After further investigation, it appears that due to a clerical issue your refund was not processed correctly on our side. We are truly very sorry about this. We can confirm that this has now been rectified, and we have also refunded your original shipping fees too as an apology for your experience.
In regards to our refund processing times, we can confirm that once a refund has been pushed on our side we give the guide of 5-7 business days as some banks take longer to process the funds than others. We usually find that refunds land back to the customer within a few days, but we provide this guideline to ensure that we are not over-promising to our customers. Nonetheless, we definitely fell short on this occasion, and again we apologise profusely for this.
We have certainly taken your feedback and experience on board as we want our customers to feel confident and happy shopping with us. We truly appreciate your custom, and we hope that we can re-instill your faith in shopping with us again soon.
We can see that our Customer Care Manager has also reached out to you directly. Please feel free to get back in contact with them if you have any further questions.
Kindest regards,
The Fold Customer Care Team
I have purchased several of the new…
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!!
14 maj 2025
Omdöme utan inbjudan
Svar från The Fold London
Dear Kate,
Thank you so much for your amazing review of our products and customer service - it is greatly appreciated!
We are over the moon to hear that our Clever Crepe range is a firm favourite of yours. And yes, it is machine washable, which makes it the perfect collection for both timeless and effortless wear!
We look forward to you shopping with us again soon.
Kindest regards,
The Fold Customer Care Team
Very effective and productive styling session
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.
9 maj 2025
Omdöme utan inbjudan
Svar från The Fold London
Hello there,
Thank you so much for your review.
We are so glad that you were able to make the most of our personal styling appointments in store, and that you came away with several amazing pieces!
As well as offering in person appointments, we also provide virtual styling appointments if you are ever unable to get to store. All information can be found below on our appointment offerings:
https://thefoldlondon.com/styling
We really hope that you enjoy your pieces, and that we see you again in Store soon.
Kindest regards,
The Fold Customer Care Team
Quality clothes and quality service
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.
13 maj 2025
Omdöme utan inbjudan
Svar från The Fold London
Dear Jo,
Thank you so much for your review, and kind words about our brand.
We are so happy to hear that our Customer Care Team was able to help you with your enquiry.
As ever, please feel free to reach out to us at info@thefoldlondon.com if you require any further assistance.
Kindest regards,
The Fold Customer Care Team
I purchased the Alserio stretch terrible customer service
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
2 maj 2025
Omdöme utan inbjudan
Svar från The Fold London
Dear Susan,
Thank you for your review.
We have had a look at the chain of correspondence, and we can see that the first email received from you was on Friday 9th May, to which our colleague replied to on the same day confirming that your refund was being processed. Apologies if this response was not received - it may have landed in your spam/junk folder.
We can then see that you emailed us again on Monday 12th May & Tuesday 13th May, to which we replied to on the 14th providing your proof of refund receipt.
We are sorry if our initial response was not received. We always aim to get back to our customers as soon as we can, and we are closed over the weekends.
We can see that our Customer Care Manager has reached out to you directly - and please do let us know if you require any further assistance.
Kindest regards,
The Fold Customer Care Team
Exceptional service
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.
7 maj 2025
Omdöme utan inbjudan
Svar från The Fold London
Dear Catherine,
Thank you so much for your wonderful review.
We are so glad that Shahnaz was able to source your item for you via our Customer Care Waitlist. For any item that is out of stock, our customers are always welcome to contact us at Customer Care and we will add you to our internal waitlist and notify you if an item comes back into circulation.
We are also so pleased that you had a lovely experience in Store, and have enjoyed our beautiful clothes!
As ever, please feel free to reach out to us at info@thefoldlondon.com should you require any further assistance.
Kindest regards,
The Fold Customer Care Team
I had booked a personal styling…
I had booked a personal styling assistant for 30 minutes. I had such kind and personal attention it made this shopping experience a great pleasure. I was given the chance to try on many of the beautiful dresses until we found THE ONE! I can strongly recommend The Fold based on my experience. Thanks Millie!
6 maj 2025
Omdöme utan inbjudan
Svar från The Fold London
Hello there,
Thank you so much for your kind review.
We are so glad to hear that you enjoyed your personal styling appointment with our stylist Millie, and that you were able to walk away with the perfect dress!
We look forward to having you in store again soon.
Kindest regards,
The Fold Customer Care Team
Epic Service
The Fold are amazing! I had been let down by the main department stores and was in a right pickle. From the moment I walked in the store the service was outstanding. Their advice and help was incredible. I needed a tiny repair on the dress and it was done in 2 hours. I cannot thank The Fold enough and would give them a 100 stars if I could.
9 maj 2025
Omdöme utan inbjudan
Svar från The Fold London
Hello there,
Thank you for your lovely review!
We are so glad that our Store Team were able to help you, and that you were able to make the most of our alterations/repair services.
We look forward to assisting you again soon.
Kindest regards,
The Fold Customer Care Team
great experience
excellent experience - Beatrix had lots of patience, good ideas and I really welcomed firm feedback kindly made on what did not suit me - exceptionally valuable
3 maj 2025
Omdöme utan inbjudan
Svar från The Fold London
Dear Margaret,
Thank you for your review - we are so glad to hear that you had a great experience in our London Boutique with our stylist Beatrix!
We also offer a number of in-store and virtual styling appointments which we would certainly recommend for any future shopping considerations. All information can be found at the link below:
https://thefoldlondon.com/styling
We hope to see you in our Stores again very soon!
Kindest regards,
The Fold Customer Care Team
Excellent quality
Excellent quality, only matched by the incredible service of the staff 🙂
1 maj 2025
Omdöme utan inbjudan
Svar från The Fold London
Dear Flor,
Thank you so much for your kind review!
We are always here to help, and we look forward to you shopping with us again soon.
Kindest regards,
The Fold Customer Care Team
Thank you very much
Thank you very much
I just received my order and everything EVERYTHING sat as it was made for me! Every item i true to size, amazing cut, right shoulders, right jacket length and top length. This is my first time ordering from you and i am beyond impressed with everything. Definitely you are my new favourite brand. Thank you very much and have a lovely day. You just made my weekend
26 april 2025
Omdöme utan inbjudan
Svar från The Fold London
Hello there,
Thank you so much for your wonderful review - it is greatly appreciated!
We are so happy to hear that you found yourself some great pieces.
If you ever require any assistance with styling, cut and fit, then please feel free to reach out to us at info@thefoldlondon.com as we would always be happy to help. We also offer in-store and virtual shopping experiences which are also a fantastic offering. Please see link below should you wish to explore this option further: https://thefoldlondon.com/styling
We look forward to you shopping with us again soon!
Kindest regards,
The Fold Customer Care Team
Feminine Edge, excellent customer service
I had received a brochure in the States about The Fold, and so decided to check it out on my next visit to London. I was so grateful to my Fold stylist Aryn, with who had some amazing ideas for how to style the pieces and what would fit together. I absolutely fell in LOVE with the Fold brand - the quality is impeccable. A lot of the major higher end brands now will have viscose or other breathable natural based fabrics on the outside, but then the base layer of the blazer or dress is polyester (I'm looking at you, Veronica Beard). For a similar price point, The Fold has impeccable quality fabrics - natural base layers as well - and the tailoring is perfect. I love that it's a brand for professional woman, since I fit that mold, as a woman who owns 3 businesses, but I also love that it's got a different aesthetic and style than any other professional wear I've seen - the emphasis on comfort, a feminine look that is not overstuffed, very elegant but also with some edge. And she's venturing out into occasion dressing, and I love what she's doing. Thank you so much Aryn for explaining the history of the brand, and helping me discover so many pieces that fit my body and style. I loved your vibe, it was like going out with a girlfriend to try on clothes - you were honest (which is rare in boutiques), but at the same time trying to understand my style and cater to it. My new favorite brand!
28 mars 2025
Omdöme utan inbjudan
Svar från The Fold London
Dear Maya,
Thank you so much for your amazing review!
We are over the moon that you enjoyed your shopping experience in our London Boutique, and that you were able to work with our wonderful stylist Aryn to find yourself some fabulous pieces.
We also offer virtual shopping experiences should you wish to work further with any of our stylists upon your return to the States. All information on this can be found below: https://thefoldlondon.com/styling
We look forward to you shopping with us again soon!
Kindest regards,
The Fold Customer Care Team
I purchased the Tierney georgette…
I purchased the Tierney georgette blouse costing £195 in February, worn it at least 4 or 5 times. Bought this blouse as believed I was buying a quality item but unfortunately the material is of such a poor quality, frayed buttons, material marked and a flaw on the front. I reported it hoping for an exchange or some sort of compensation on my next purchase. However no such luck - disappointing. Not sure if I will remain a customer.
26 februari 2025
Omdöme utan inbjudan
Svar från The Fold London
Dear Stephanie,
Thank you for your review.
We are sorry to hear this. We can see that our Customer Care Manager has reached out to you directly with a resolution.
Of course, if you have any further questions or require any further assistance then please feel free to get back in contact.
Kindest regards,
The Fold Customer Care Team
Absolutely no customer care!
I ordered a pair of bridal shoes for my daughter for her wedding in May at £350! When the arrived there was a mark on the right shoe. We returned the shoes, and after several emails to customer service (I use that word lightly!) and 3 weeks later, I still have not received my refund. My daughter loved the shoes so I ordered a new pair so have currently spent £700 on shoes and I think is unacceptable that it is taking over 3 weeks to receive a refund for faulty items. Perhaps Polly McMaster should look a little closer as to how her business is actually run. All very well offering luxury items but where is the customer care for your buyers?? Not good enough.
22 april 2025
Omdöme utan inbjudan
Svar från The Fold London
Dear Lise,
Thank you for your review.
We can see from our records that your return was received back to our warehouse on 17th April, and your refund for this was then processed on 23rd April - the slight delay here being due to the extended Easter weekend. As per our Terms & Conditions, once a return is received, it can take up to 7-10 business days for your refund to be processed.
In regards to your damaged item, we are of course ever so sorry to hear this. This definitely does not meet our high delivery standards, so we have been sure to raise this with our third party warehouse provider to investigate. As an apology for this, we have refunded both shipping fees on your original order and on your new order as we understand that we fell short on this occasion and that these we purchased for a very special day.
Again, we truly do apologise for your experience, and we hope that your daughter has a beautiful day.
Of course, if you require any further assistance then please do let us know.
Kindest regards,
The Fold Customer Care Team
No reply to customer service complaint…
No reply to customer service complaint in a week, very poor construction of $900 dress, zipper takes 2 people to carefully zip for fear of breaking. If a USA customer be careful and avoid if research more reputable product design and customer service.
12 april 2025
Omdöme utan inbjudan
Svar från The Fold London
Dear Betsy,
Thank you for your review.
We received correspondence from you on 21st April regarding your enquiry, which we can confirm that we responded to the next day. We also reached out to you again on the 24th April since we unfortunately have not received a response from you.
Our Customer Care Team will continue to try and contact you so that we can resolve this issue for you as soon as possible.
We hope to hear from you soon.
Kindest regards,
The Fold Customer Care Team
Appalled by The fold and lack of service
Appalled by The fold and there distinct lack of customer support and service. I recently bought a dress and wore it for the first time. The lining at the back was badly stitched and the dress did not hang right. In straining to try and adjust the way the split sat the lining ripped due to the way it was stitched. I wrote to the fold wrongly assuming that the price of the dress would correlate with a level of service that would help me. Sadly very wrong and would definitely not recommend. There advice is to go and find a tailor to get it fixed despite have paid over 400 pounds for a badly made dress.
18 april 2025
Omdöme utan inbjudan
Svar från The Fold London
Dear Esther,
Thank you for your review.
Again, we are truly sorry for your experience - we do not want our customers to be disappointed in such a way.
After further correspondence with our Customer Care and Garment Tech team, we hope that we have come to a satisfactory resolution in offering to repair your garment for you.
Thank you so much for your patience and understanding in the matter, and please reach out to us at info@thefoldlondon.com should you require any further assistance.
Kindest regards,
The Fold Customer Care Team
Try before you buy was just amazing
Try before you buy was just amazing. Practical, professional and so easy.
5 april 2025
Omdöme utan inbjudan
Svar från The Fold London
Dear Ana,
Thank you so much for your review!
We agree, our Harper Try Before You Buy and at home Concierge styling services are an amazing and easy way to try our beautiful collections in the comfort of your own home.
We're so glad that you enjoyed your experience, and we hope that you shop with us again soon.
Kindest regards,
The Fold Customer Care Team
The dress was beautiful
The dress was beautiful, but I had to return both sizes as I fell between them.
Shahnaz in customer services was fantastic and helped me through the returns process.
I wouldn't hesitate to recommend The Fold as very lovely clothes and very helpful customer services if you need them.
4 april 2025
Omdöme utan inbjudan
Svar från The Fold London
Dear Jane,
Thank you for your kind words.
We're sorry that your dress did not work on this occasion, but please do feel free to reach back out to the team as we would be happy to provide some further suggestions!
Kindest regards,
The Fold Customer Care Team
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